Customer Success Manager

Traction Complete Technologies Inc.; Vancouver; Remote; CAD 80,000 - 90,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

Traction Complete offers a remote Customer Success Manager role that can be done anywhere in Canada. You will be the primary responder, advocating for clients and helping solve technical problems, while collaborating with business development, product, and internal teams to ensure smooth service delivery.

Ideal candidates will have a tech/CS degree and 2+ years in support or technical roles, plus strong critical thinking, leadership, and a willingness to learn.

Qualifications

• Certificate or degree in technology or computer science.
• 2+ years in a support, customer service or technical analyst role.
• Ability to think critically and analytically.
• Ability to multitask in a super fast paced environment.
• Ability to work independently and autonomously.
• Willingness and passion to quickly learn skills and knowledge that you don’t currently possess.
• Strong leadership skills.
• Desire to be the best at what you do and a part of something bigger than yourself.
• Training clients new and old (on new features) to increase product adoption.
• Some experience with Salesforce.com is a definite asset.

Responsibilities

• Be the first line of response and the last line of resolution.
• See the world through the lens of a customer.
• Work with business development and product team to find bugs and squash them.
• Respond in a meaningful and quick manner.
• Manage outages and advocate the impact internally.
• Kill the notion that there’s a PEBMAC (Problem Exists Between Machine And Client) error.
• Teach and mentor clients with how to use our products better.
• Thrive in high-pressure situations and stay focused on finding solutions.
• Quick learner and a strong attention to detail for support case documentation.
• Contribute to the Traction knowledge base.
• Know when to own it or escalat
• Become a learning machine with the notion of understanding Traction Complete and everything that surrounds it.
• Establish an industry leading-low churn rate.
• Coordinate clients, service providers and internal team members.
• Ensure that all Traction teams have the correct information to successfully support clients.
• Efficiently and competently manage roadblocks.

Skills

Critical thinking

Multitasking

Independence

Leadership

Quick learner

Training clients

Salesforce familiarity

Education

Tech/CS degree

Tools

Salesforce

Job description

This role can be done remotely from anywhere in Canada.

As a Customer Success Manager your top priority is to communicate and solve our client’s technical problems. This communication can be through email, help desk tickets, phone, social media, forums and even smoke signals, if required. The individuals at Traction who thrive in this role view solutions from a holistic point of view. They’re advocates for their clients and they have an ingrained sense of curiosity. They put the team ahead of themselves and are driven to have a huge impact on the results of the company.

Who we are

At Traction Complete, we empower our customers with great technology. Built on the Salesforce platform, we enable some of the world's largest companies, like Zoom, to deliver exceptional services and achieve their missions. At our core, we are driven by a strong desire to support and uplift our clients.

Traction Complete has been honored as one of Forbes' Fastest Growing Companies in North America as well as the Great Place to Work for two years in a row. We take immense pride in our product development, outstanding customer service, and the strong relationships we build with our partners and clients.

Community is at the heart of everything we do. We’re seeking individuals who are eager to join a dynamic team of engaged professionals who view business as more than just a means to generate revenue. We’re passionate about making a positive impact on our customers' lives through innovative solutions and genuine care.

As part of our Traction team, you'll experience a strong sense of camaraderie. We support one another through challenges, celebrate each other's successes, and grow together in an environment where collaboration and shared achievements drive our collective success.

If you're looking for a workplace where your contributions are genuinely valued and your growth is supported by a team that truly cheers you on, you've landed on the right page.

What You Will Be Doing

• Be the first line of response and the last line of resolution
• See the world through the lens of a customer
• Work with business development and product team to find bugs and squash them
• Respond in a meaningful and quick manner
• Manage outages and advocate the impact internally
• Kill the notion that there’s a PEBMAC (Problem Exists Between Machine And Client) error
• Teach and mentor clients with how to use our products better
• Thrive in high-pressure situations and stay focused on finding solutions
• Quick learner and a strong attention to detail for support case documentation
• Contribute to the Traction knowledge base
• Know when to own it or escalat
• Become a learning machine with the notion of understanding Traction Complete and everything that surrounds it
• Establish an industry leading-low churn rate

Team Player

• Coordinate clients, service providers and internal team members
• Ensure that all Traction teams have the correct information to successfully support clients
• Efficiently and competently manage roadblocks

What You Bring

Tractionites come from a variety of backgrounds, and we are eager to find people that are from non-traditional backgrounds. Typically, we find that people are successful in this role when they have:

• Certificate or degree in technology or computer science
• 2+ years in a support, customer service or technical analyst role
• Ability to think critically and analytically
• Ability to multitask in a super fast paced environment
• Ability to work independently and autonomously
• Willingness and passion to quickly learn skills and knowledge that you don’t currently possess
• Strong leadership skills
• Desire to be the best at what you do and a part of something bigger than yourself
• Training clients new and old (on new features) to increase product adoption
• Some experience with Salesforce.com is a definite asset

Compensation

Our market data is refreshed on an annual basis to reflect the most current market conditions.The starting salary band for this role is $80,000 - $90,000.

Starting salaries will vary within this range based on experience, skill level, and internal equity related to the role. In addition to base salary, the total compensation package may include additional components such as equity and benefits.

We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. Please note, employment is contingent on successful completion of background and reference checks.

The deadline to apply for this role is October 18th.