Customer Success Manager

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

We are looking for a Client Success Manager who will take a key role on our team.   As a Client Success Manager, you will become the key contact of our client portfolio. You will build strong relationships with the client and get to know their businesses and goals and make recommendations to get the most out of our technology solutions. You will be their advocate and the one they’ll turn to for advice, ideas and support. The Client Success Manager is responsible for ensuring the overall satisfaction of our clients, and ensuring VoPay constantly exceeds client expectations. 

Duties and Responsibilities

The Client Success Manager will develop healthy customer relationships and become the trusted partner on behalf of VoPay. Your responsibilities will include:

• Maintain successful training programs that will make it easier for customers to take advantage of VoPay’s products and services
• Constantly evaluate and analyze customer needs to ensure the package of services are appropriate for the stage of growth the customer is in
• Maintain development plans for each customer, including retention and growth strategies
• Build and implement a new customer onboarding program hand have the appropriate level of technical knowledge and project management to get the customer to conduct their first transaction on the platform
• Acts as an advocate of the customer to ensure their voice is heard at VoPay, especially as it relates to customer service
• Using in-depth knowledge of VoPay’s offerings and the customer needs, introduce customers to other  VoPay products  and  services that would be beneficial to them
• Promote customer loyalty with constant monitoring and timely follow-ups
• Identify potential customers that possess churn risk and work with management to remediate these accounts
• Coordinate with other teams across our organization to propose improvements to our customer journey. Identify problems that affect multiple clients and forecast what those trends mean for future churn



Qualifications  

• You’ve got experience in support in a high technology / SaaS / Fintech environment with a proven ability to plan and execute; an understanding of payment processing technologies is a plus
• Driven to understand how things work, seek out sources of information and pick things up quickly. Able to dig deep and seek to understand the “why” with an eye on delivering stellar customer service and experience
• A true passion for customers – fanatical about getting them the right outcomes and becoming their advocate
• Passionate, proactive self-starter that is self-directed and able to solve problems and execute independently
• Strong team spirit and ability to work effectively in collaboration with others, coordinating across teams and building consensus
• Excellent communication skills (fluent in English) and ability to influence and steer customers, and spot opportunities to help
• Good business judgment and common sense and ability to prioritize effectively
• Start-up mentality a must, prior start-up experience a benefit
• Hungry to self-improve and take on more responsibilities quickly – our ambitious expansion plans mean we’re looking for new leaders to help us grow
• Experience using helpdesk and CRM tools such as Zendesk, Salesforce or Hubspot.

VoPay