Job Description

DO NOT APPLY IF YOU ARE NOT IN CANADA, AND MEET THE GOVERNMENT REQUIREMENTS LISTED BELOW!

Position: Customer Success Manager

Company: Pocket Finance, a Software as a Service (SaaS) solutions for financial professionals and consumers.

Location: Remote

About the role:

This is a 7-month contract position with potential for permanent employment. We are seeking a Customer Success Manager to join our team. The ideal candidate will be responsible for developing healthy customer relationships, enhancing customer training, evaluating and analyzing customer needs and feedback to be implemented into our development cycles, and promoting customer loyalty. This role requires a passion for helping customers achieve their goals, strong communication and interpersonal skills, and the ability to act as a customer advocate.

Government Requirements for this grant hire:

• Between 15 and 30 peer group (inclusive)
• A post-secondary graduate (applicable for internships greater than 6 months in duration), graduated within 1.5 years and not currently working in field for your education
• Education must be business, marketing, PR or related field to position
• A Canadian citizen, permanent resident, or person who has been granted refugee status in Canada (no work permits or student visas)
• Legally entitled to work according to the relevant provincial legislation and regulations
• Not in receipt of Employment Insurance (EI) benefits (you will have withdrawn from EI benefits prior to the project start date)

• Build trust and transparency with clients by acting as a primary point of contact and consistently meeting their needs
• Develop and maintain strong relationships with key customers to ensure their continued success with our product
• Onboard new clients and provide training and support to ensure their success with our product
• Evaluate and analyze customer data to proactively suggest solutions and address any challenges they may be facing
• Encourage customers to upgrade their products and identify upsell opportunities
• Collaborate with cross-functional teams, including Sales, Product, and Engineering, to ensure customer success
• Conduct regular check-ins and account reviews to assess customer satisfaction and identify areas for improvement
• Work with the tech and business operations teams to respond to customer chats and tickets, as well as process customer feedback into insights to share with Product Manager

• Experience in a customer-facing role, with a focus on customer success
• Strong communication and interpersonal skills
• Ability to understand and analyze customer data to drive success
• Proven ability to manage customer relationships and drive customer satisfaction
• Experience working with SaaS products and technologies
• Strong problem-solving skills and the ability to think creatively
• Excellent organizational and time-management skills

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