Customer Success Manager

Uncommon Purpose; Vancouver; On-site; CAD 75,000 - 85,000; Full time

Job summary

A dynamic company in Vancouver is seeking a Customer Success Manager who excels in solving technical problems and advocating for clients. This role requires a blend of critical thinking, multitasking, and strong leadership skills. The ideal candidate will thrive in a fast-paced environment and be passionate about client success. With a focus on community and integrity, the company values those who seek continuous growth and contribute to a positive workplace culture. Compensation ranges from $75,000 to $85,000, commensurate with experience.

Qualifications

• 2+ years in a support, customer service, or technical analyst role.
• Ability to multitask in a SUPER fast-paced environment.

Responsibilities

• Be the first line of response and the last line of resolution.
• Work with business development and product team to find bugs.
• Teach and mentor clients on using products better.

Skills

Critical Thinking

Analytical Skills

Multitasking

Leadership

Learning Ability

Education

Certificate or degree in technology or computer science

Tools

Salesforce.com

Job description

Preference given to Vancouver & lower mainland based candidates.

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.

Traction Complete’s hiring philosophy is based on culture, intelligence, and then skills. Here’s what we mean by that :

Culture

Culture at Traction Complete isn’t about drinking beer and playing ping-pong – it’s much more. We are looking for people who want to join an active community of engaged individuals who see business as more than just a vehicle to make money. We care about our people, wider community, and planet. Come join us on this journey!

Complete is a group of entrepreneurs committed to creating ecstatic clients, doing enjoyable work, and being efficient in everything we do. We fail fast and love to innovate. Change is our middle name.

Our values don’t just sit on a glossy page. We live by them every day. Our values are the cornerstone of who we are – do they resonate with you?

Adventure : We embrace innovation, exploring the limits of what's possible for our customers and our own potential. Curiosity is welcomed, driving us to venture into the unknown and discover new ways to improve.

Community : Empathy, compassion, and support are at the heart of every interaction, reflecting our commitment to building a community where every employee is empowered to be their best, true self.

Integrity : We strive to always do the right thing, be honest and trustworthy, and to take full accountability for our actions and our work.

Growth : We are committed to the ongoing pursuit of knowledge, embracing learning and growth in all aspects of our work and our lives. By exploring new ways to grow and evolve, we believe there is always something new to learn and improve upon.

Well-being : We believe true wellness is a balance of feeding our passions, enjoying our hobbies, and cultivating meaningful relationships. We encourage every member of our team to not only find success professionally, but to lead a balanced and fulfilling life.

People often ask what it takes to succeed at Traction Complete – you’ve got to be smart, without having an ego. What does that mean? Imagine working with a group of your smartest friends who all love to learn. Everyone is always pushing each other to grow and innovate at a pace that can only be called furious. We are never idle or stagnant. We seek and share knowledge. We are comfortable with the unknown. We just “git ‘r done.”

Skills

• 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
• 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

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
• Quick learner and a strong attention to detail for support case documentation
• Contribute to the Traction knowledge base
• Know when to own it or escalate it
• 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

Compensation - $75,000 - $85,000 Commensurate with experience

If you’re interested, so are we! Send your resume our way, and we’ll reach out to you if we are interested in moving forward.

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 the successful completion of background and reference checks.

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