Customer Success Specialist / Manager (remote within Canada)

• 70696 - 87689 USD per Year
• Full Time
• Posted : 12 months ago

Department: Customer Success

• Customer Relationships - keeping our customers happy is our top priority!
• Service Optimization - having a deep understanding of our product and ensuring we're delivering the most value we can to customers
• Customer Retention - putting ourselves in the best position for upsells, expansions, and renewals

• Own and manage customer accounts post-launch, ensuring their ongoing success with our products and services
• Deliver proactive support to our customers, understand our suite of products from a technical and strategic view, deliver insights to customers so that they achieve success
• Ensure our product and service is meeting the needs of our customers, identify pain points, propose solutions, and advocate for customers with the Product Team
• Help our customers be as self-sufficient as possible, through documentation, processes, and in-depth training
• Assess, monitor, and optimize adoption for each customer and recommend unique strategies or solutions to our customers and maximize value
• Rotate with the rest of the Customer Success team as the first point of contact for customers in emergencies, which can occasionally happen on evenings and weekends
• Build strong, lasting relationships with key stakeholders from public transportation agencies, private mobility companies, vehicle operators and more
• Ensure customer retention and work to expand our relationship to deliver higher revenue and value

• Previous experience in providing technical or customer support, or deploying software projects in B2B SaaS
• Previous experience in implementing a world-class customer onboarding experience, whether that is in a Customer Success, Implementation, or Account Management role
• Relationship management - you have excellent communication and interpersonal skills that enable you to build trust and rapport quickly with customers and effectively manage customer relationships
• Deep understanding of customer experience - you strive to be the subject matter expert through continuous learning with demonstrated history of being a trusted go-to contact for customers
• Process improvement - you are consistently looking for better ways to do something and creating SOPs for these new processes
• Technical acumen - you are technically savvy, can learn new technology quickly, and have proven experience in successfully troubleshooting technical problems
• Analytical problem solver - you are skilled at breaking down problems, identifying root causes, and proposing potential solutions.
• Willingness and availability to travel to clients on quarterly basis (within Canada and to the US)

• Purposeful work: be a part of a mission-driven company that is solving real world problems and improving the lives of people around the world (learn more about the impact we're making in our 2022 Global Impact Report!)
• Competitive pay: Market-competitive salaries that are reviewed annually to attract and retain top talent
• Enjoy the feeling of ownership: All Spartians are provided stock options, so you can share in the growth and success of Spare!
• Flexible work: Work remotely from anywhere in Canada, in your own time zone. If you're in Metro Vancouver, you have the option to work out of our HQ located downtown, close to Waterfront Station. If you're located elsewhere, you'll have access to $200/month to spend on a coworking membership.
• Home office allowance: We recognize the importance of a productive home office setup to help you do your best work, which is why we provide a $1,000 home office allowance.
• Connect with your fellow Spartians: We love the flexibility of remote work, and we also value the importance of in-person connection. Each team has an annual budget for travel and accommodations to get together for a team offsite or hackathon. Plus you have access to a $50 monthly budget to socialize with other Spartians in your city. Go out for a meal or to hit up a karaoke spot!
• Health insurance: We offer a fully-paid health insurance package that includes prescription drug, paramedical, mental health, dental, life insurance, travel insurance, and Employee Assistance Program.
• Lifestyle Spending Account: We offer $500 per year Lifestyle Spending Account, which you can use to get reimbursed for a variety of expenses including education, wellness, transportation, and childcare/pet care.
• Paid time off: Along with your three weeks of annual vacation, we offer unlimited sick days and have company-wide shut-down days to help you recharge.
• Parental leave top-up: EI top up of up to 80% for 15 weeks

Skills

• Communication
• Customer Success
• Customer Support
• Customer Retention
• Business-to-Business (B2B)