Job Description

Company Description
At Xplor, we help businesses thrive by making life simple for daily activities with a recurring nature. We do that by offering smart software, payments, and commerce-enabling solutions across five \xe2\x80\x9ceveryday life\xe2\x80\x9d verticals: Health and Fitness, Education, Boutique Wellness, Field Services and Personal Services. You\xe2\x80\x99ll join our Health & Fitness team where we work with all types of businesses. Leisure. Parks and recreation. Community centers. Gyms. Health clubs - you name it. Whether small and independent or large franchises, we build everything they need to run their business, motivate their customers and build lasting fitness communities.


Xplor Recreation is one of our flagship products in the Health and Fitness vertical globally, and is well established across North America, and soon to launch in Australia as well. The Customer Success Manager acts as the primary contact for Xplor Recreation clients assigned to their portfolio. As the Customer Success Manager, you are responsible for your portfolio of clients and ensuring their overall health. You\xe2\x80\x99ll build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executives. You\xe2\x80\x99ll drive product adoption to achieve gross-and-net retention revenue targets and identify upsell, value-added services and business opportunities. Key Responsibilities

• Reporting and communicating overall health of accounts within client portfolio; Including escalating client health changes to necessary managers and peers.
• Set up and manage re-occurring client touchpoint cadence to address client questions, concerns, share information and build relationships.
• Manage contract renewals and/or amendments to contracts.
• Become an expert on the Xplor Recreation platform providing technical and business solutions; assisting with product adoption, optimization and change management.
• Ability to engage with clients who are having difficulties using or understanding the product and providing a resolution or gathering enough details to assist with escalation.
• Work seamlessly with various teams across Xplor Recreation to ensure we\xe2\x80\x99re delivering quality and thoughtful products and solutions to our clients.
• Portfolio retention and churn prevention
• Ensure communications and relevant materials are provided professionally, consistently and in a timely manner
• Attend and coordinate client meetings, events, and conferences, as required.
• Build client reference lists for future opportunities.
• Provide recommendations and leverage product experience to provide top-quality solutions for clients.
• Provide recommendations and cost quotes for added value services, customizations, or hardware, including ordering and coordinating the delivery of Professional Services, Training and hardware.
• Provide client reporting on current state with Xplor Recreation.
• Participate in brand and sales promotions.
• Manage client communications, both internally and externally, using appropriate tools and platforms (e.g. email, phone, CRM)
• Provide appropriate internal reports and updates to Manager

Qualifications

• Minimum 3+ years of experience in a Customer Success or Account Management role within a technology-based company.
• This role requires PST business working hours.
• Experience working within SaaS/PaaS environments.
• Preferred experience with Salesforce.
• Knowledge and experience with Mobile Devices (Tablets, Android, and iOS), POS or pin pads is an advantage.
• Experience with PowerPoint or Keynote to create presentations; Experience creating QBRs/EBRs.
• Certifications in recreation or leisure studies are preferred.
• Must be able to work within outlined policies, procedures, and timelines.

Personal Characteristics/Skills

• Liaison: Professional attitude.
• Technical aptitude and passion for innovation.
• Self-Motivated; Desire to learn to build skills and expertise.
• Exceptional oral and written communication skills.
• Experience with event management and conferences.
• The ability to work effectively under pressure in a fast-paced, changing environment.
• Strong customer relations skills.
• The ability to prioritize appropriately and multi-task effectively.
• Strong problem-solving, analytical, follow-up skills and detail oriented.
• Collaborative and team player mindset and approach to working

Travel Requirements: 10%-20%; As needed.
Additional Information
Xplor is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Sheryl Sandberg once said, \xe2\x80\x9cIf you\'re offered a seat on a rocket ship, don\'t ask what seat! Just get on.\xe2\x80\x9d We couldn\'t agree more. So, are you ready to get on board? To learn more about us and our products, please visit www.xplortechnologies.com.
To learn more about us and our products, please visit www.xplortechnologies.com/us/careers. Please also check out our Candidate FAQs for more information about our recruitment process https://www.xplortechnologies.com/us/recruitment-faqs. Xplor is proud to be an Equal Employment Opportunity employer. We\'re dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, and age. Applications are encouraged from all sectors of the community. We\xe2\x80\x99re committed to replying to each application and look forward to getting in touch with you soon.