Customer Success Manager
A Bit About Us:
Based in Toronto, FutureVault is a cloud-based B2B2C white label SaaS solution for partner organizations used to acquire, reward and retain their clients while yielding valuable data and analytics. FutureVault affords for optimized collaboration between organizations, clients and their network of trusted advisors (i.e.: spouse, accountant, wealth advisor, insurance agent, lawyer, etc.) increasing trust, connection, opportunity and profitability. Clients (aka: VaultHolders) can deposit, store and manage important personal, financial & legal documents in a highly structured interface across multiple entities (corporations, sole proprietorships, trusts, family members, etc.).
Whoa, that was a lot of buzzwords in one paragraph.
Translation: FutureVault is a downtown Toronto-based FinTech startup that is growing like gangbusters. Over the past 3 years, we’ve stealthily built an incredible digital safety deposit box for organizations to brand and give their clients or members. In doing so, organizations and end users can communicate more securely, and their relationship becomes stickier. Organizations are happy because they are providing value and getting to know their constituents better while saving money. Clients are happy because they are saving time and money in addition to gaining peace of mind with all of life’s most important documents securely organized like never before. Everyone is happy.
Currently, we have on-boarded some great organizations and their clients. Now, we are bringing on many more and so it’s time to turn on the customer success machine to ensure we support, delight and grow our customer base. Join us. Let’s do this.
Your Mission Should You Chose to Accept It:
Our Customer Success Managers are problem solvers and critical thinkers who are patient, organized, proactive, confident, curious and enthusiastic. They love technology and thrive in a fast-paced, team-focused environment. They are the guide of our customers toward seamless usage and adoption of FutureVault’s platform.
Reporting to the Director of Customer Success and working within the Marketing & Customer Success Team, you will be focused on client onboarding, account management, inbound and outbound support, delivering client-facing communication materials and driving key customer success metrics. Specific responsibilities include:
Playing an integral role in the architecture of our Client Support and Success technology stack
Collaborating with internal teams to provide exceptional support during each new client rollout
Onboarding and conducting user training sessions, both remotely and in-person, on best practices to help them optimize the value of FutureVault
Developing and maintaining support and training materials with new changes in the platform applications or functionality
Providing a world-class customer experience during post client launches, with a suite of inbound and outbound support services, from account setup and management to technical support
Bringing insightful product feedback and recommendations from customers back to the product team and our engineers
Planning and managing the delivery of proactive health checks and advocacy opportunities as part of the Customer Success engagement plan
Working with our Support Success Specialist to resolve issues and respond to questions
As the business grows, identifying roles and key hires for the Customer Success Group and then acting as a mentor and manager
Providing regular reporting on relevant customer success KPIs for the executive team, including client usage and sentiment data
A Bit About You:
As per our search criteria above, we’re looking for a Jack-or-Jill-of-all-trades and master-of-many Client Success Manager. If you are nodding “yes” to most of the following, you should send us your CV:
Walk and chew gum: Have the ability to multitask and prioritize to handle multiple customer cases in various stages of resolution on an ongoing basis
Hans Solo: You are a team player that still knows how to go it alone when you have to (think Beyoncé or Justin Timberlake…or Lebron James)
If you got a problem, yo, I’ll solve it: Break down ambiguous problems into concrete, manageable tasks or specifications and think through optimal solutions. We want you to be the world leading expert with our products and services.
Putting the busy in business: You and boredom have been enemies for years. You like to be busy. And you like business.
Dreamer: You have weird dreams about NPS, churn, satisfaction levels, conversion rates, and goal funnels.
Up and at ‘em: You wake up thinking about what your customers are doing today and what they’re going to want tomorrow.
People pleaser: You changed your middle name from “Danger” to “DangerouslyGoodAtKeepingCustomersHappy”
Life-long learner: You’re not afraid to admit when you don’t know something but like to show off how fast you can learn it
Customer Success Alchemist: You understand that customer success is both an art and a science, involving a creative mix of common sense, problem solving, psychology, and technical tools.
Cultural Revolutionary: Contributing to team culture is important to you; after all, it’s where you spend most of your day.
Bachelor’s degree in something – Customer Success leaders come from all sorts of backgrounds so you don’t have to have come from a leading business school to be considered.
4+ years of relevant customer relations and business experience
2+ years people management experience
Excellent verbal and written English communication skills (other languages will be a plus)
Experience with Helpdesk software (ex: Jira, Salesforce, Hubspot, Freshdesk) and remote assistance software.
Strong computer skills including Microsoft Office (Excel, Word, PowerPoint).
Driver’s License, valid passport and the ability to travel occasionally within North America