VoPay International Inc. Job Board
Manager of Customer Success
Description
About VoPay International Inc.
VoPay is a leader in payment innovation, digitizing direct bank payments with speed and transparency. The VoPay Platform enhances how businesses initiate and accept financial transactions using a single, open API. At VoPay, we have one goal: to eliminate all payment inefficiencies, so businesses can focus on what they do best in today’s digital economy.
The Opportunity
Are you an experienced Customer Success leader with a passion for FinTech? Do you thrive in fast-paced environments where you can build relationships, solve problems, and drive growth? At VoPay, we're revolutionizing the payments industry, and we need a strategic and results-oriented leader to take our client success efforts to the next level.
In this role, you'll:
- Build and Lead: Develop and implement a customer success strategy that accelerates client onboarding, improves retention, and drives revenue growth.
- Innovate: Explore and implement new technologies and processes to optimize the client experience.
- Influence: Collaborate with product, engineering, and sales teams to advocate for client needs and drive product improvements.
- Mentor: Lead and develop a high-performing customer success team.
Key Responsibilities
- Manage a team covering new customer onboarding and customer support.
- Develop and implement a comprehensive customer success strategy to drive our product adoption rate, improve time to revenue, ensure high customer satisfaction, and reduce both the volume of support and time to resolution
- Lead the onboarding process for new customers on VoPay’s platform, ensuring smooth integration and driving practices that contribute to product adoption and customer success.
- Implement metrics for Onboarding and Support to measure the team's success and drive an environment of accountability and continuous improvement
- Develop deep expertise in our technology and provide hands-on technical support to help customers achieve their desired outcomes, including troubleshooting issues related to platform usage and functionality
- Monitor support ticketing system for trends to identify areas for improvement in automated responses and the onboarding process, working with your own department and other internal teams to implement enhancements.
- Define and execute training initiatives for customers, ensuring they have the knowledge and resources needed to effectively utilize VoPay’s platform and maximize the value they derive from it
- Work directly with Account Managers to identify upsell opportunities based on knowledge of customer platform usage
- Collaborate closely with internal product and engineering teams to convey customer feedback and insights, advocating for enhancements and driving positive evolution of our product
- Lead weekly review meetings to assess progress towards objectives, identify and remove blockers, and ensure the appropriate prioritization across departments
- Provide regular reports to senior management on the state of customer success efforts
- Recommend and implement new tools and software enhancements that will improve the customer experience and/or reduce time and cost
- Provide leadership, guidance, and mentorship to the team to ensure high-performance and excellent customer experience
Qualifications and Skills
- Bachelor’s degree in Business Administration, Marketing, Communication, eCommerce, or a related field
- A minimum of 5 years’ experience in SaaS companies with a strong preference given to those with experience in the FinTech sector (payments)
- A minimum of 2 years of experience leading customer-facing teams
- Expertise in digital and self-service support models
- Extensive knowledge of customer service management methodology and techniques
- Ability to make data-driven decisions to improve efficiency, scalability, and the client experience
- Capacity to rapidly grasp our product intricacies and a keen eagerness to do so
- A fundamental understanding of client onboarding preferably within the payments industry
- Extensive experience using support tools such as ZenDesk, Freshdesk, or other customer support software
- A self-starter, driven with a strong growth mindset and attention to detail
- Ability to work independently while keeping multiple stakeholders and teams connected
- Ability to respond to client communications in a timely and professional manner
- Excellent verbal and written communication skills with the ability to problem-solve critical roadblocks
- Strong interpersonal skills - you must be empathetic and understanding of client/customer needs with the ability to navigate difficult conversations with poise and empathy
- Ability to maintain a calm, positive and friendly attitude when dealing with clients and customers, especially in difficult situations
- Fluency in French is a plus
If you're ready to be a driving force in our mission to revolutionize payments and empower businesses, we want to hear from you. Apply today!
This salary range for this position will be between $80,000.00 CAD - $90,000.00 CAD.
What We Offer:
- Competitive salary and benefits package.
- Opportunity to work in a fast-paced, innovative fintech environment.
- A collaborative and supportive team atmosphere.
How to Apply:
Interested candidates are invited to submit their resume and cover letter outlining their qualifications and experience. VoPay International Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Compensation
$80,000.00 - $90,000.00 per year