Client Success Manager

Purpose

The Client Manager oversees all aspects of client relationships, ensuring the highest level of client satisfaction. They act as the clientsPayByPhoneadvocate to build strong,long termrelationships. This entailsidentifyingdifferent waysto increase adoption, ensuring client questions are addressed, and onboarding new clients by acting as their project manager. Success in this role shouldultimately leadto the renewal of our contracts, an increase inPayByPhoneadoption, and result in positive references from our clients.

Responsibilities

• Build strong, long-term relationships with assigned clients

• Partner with clients to drive adoption ofPayByPhone

• Renewal of Clients contract withPayByPhone

• Overall responsibility for day-to-day management ofnumerousclients

• Project manage new clients onboarding activitiesincluding:define project scope, schedule, and task lists as well as set up of client locations, testing, and internal communications

• Coordinate communications between internal and clients marketing team

• Assistwith client query resolution; routing questions and enquiries internally asappropriate, securing satisfactory answers and responding to clientsin a timely manner

• Regular check-ins with client on a monthly/quarterly basis

• Organize, document, and communicate project post go-live analyses

• Upsell ofadditionalPayByPhoneproduct(s) where appropriate

• Work to engage,retainand develop client partnerships and grow revenue

• Collaborating with internalPayByPhoneteams, especially Product Development on upcoming features andidentifieddefects.

• Coordinate with Commercial team on Client account management

• Escalate queries and issues when appropriate

• Provide training to clients onPayByPhoneproduct suite

• Ensure Salesforce (SFDC) is regularly updated

Required Qualifications

Essential Knowledge, Skills, and Experience

Demonstrated experience / projects

• Minimum 5 years of prior experience in client account management

Technical / Hard Skills

• Strongproficiencyin MS Office Suite, specifically Excel

• Salesforce experience an asset

People Management experience (if applicable)

• Able to train and mentor junior team members

Years of Experience

• Minimum 5 years of prior experience in client account management

• Minimum 3 years of project management experience dealing with clients in a technical environment

• Previoussales skills is an asset

Education (post-secondary, certification, etc.)

• Bachelors degree in Business Administration, Computer Science, Information Systems OR an equivalent combination of training and experience
  

The ability to travel to the US is a must.

About PayByPhone

At PayByPhone, our strength is our people. Behind our product is a talented, creative, and driven multi-disciplinary team united by a shared ambition: to make everyday mobility simpler. We believe innovation should be collaborative, learning should be constant, and work should be enjoyable. As we grow, were looking for people who want to grow with us.
Together, were on an ambitious mission to create intuitive technology solutions that deliver world-class user experiences. We are a fast-growing, forward-thinking company and already help more than 60 million users across North America and Europe. Our technology helps millions of consumers pay quickly, easily, and securely without waiting in line, carrying change, or worrying about costly fines.
We operate in a world thats constantly evolving and change is something we embrace. Our values guide how we show up for one another and for our customers every day. In short, we:

• Make things happen
• Stay curious
• Work together
• Have fun
• See through our customers eyes

These principles shape how we collaborate, innovate, and deliver on our commitments.
Were also committed to fostering a diverse and representative workforce and an inclusive environment where everyone is treated with respect and fairness. We do not tolerate discrimination or harassment in our workplace or throughout our hiring process. Our hiring decisions are grounded in business needs, role requirements, and individual qualifications ensuring we reflect the talent and communities we serve.
Want to see our values in action? Visit ourInstagramandLinkedIn. Curious about the story behind our values? Head over to ourAbout Uspage to learn more.