Success Manager
SweatPals
Job Level
Mid-LevelSenior
About the role
- Manage the onboarding and success journey for new clients, including training property management and onboarding residents to the 1VALET smart ecosystem
- Monitor overall system health for new building deployments, in person or virtual
- Manage a book of pre-existing 1VALET clients, facilitating upselling, renewals, and cross-selling
- Account manage new clients from day one until ~60 days across email, phone and chat channels, meeting SLAs
- Help develop omnichannel onboarding and educational materials/tools to drive engagement and satisfaction
- Identify customer needs and take proactive steps to drive stronger CX outcomes (NPS)
- Analyze user feedback and trends and collaborate with Design, Development and Installation teams to inform product improvements
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Handle customer complaints, provide solutions and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies and take the extra mile to engage customers
- Track customer experiences across online and offline channels, devices, and touchpoints
- Collaborate with IT developers, production, marketing, and sales teams to enhance customer services and brand awareness
- Inform customers about new product features and functionalities
- Perform product tests and facilitate improvements
- Keep informed of industry trends and new CRM technologies
Requirements
- Degree or diploma in Business Administration, marketing, sales, computer science, or any other relevant area of study
- 3+ years of experience in a Customer Success or Account Management
- Fluently bilingual (French and English)
- Experience in a software/technology company or related field preferred (property technology, access control or security)
- Excellent communication and relationship-building skills
- Strong collaboration and problem-solving abilities
- Familiarity with Google Suite (Docs, Sheets, Slides) and CX/CRM software
- Valid driver’s license and access to a vehicle for occasional travel (5-10% of time)
- Hybrid position, must be willing to go to the office 2-3 days a week
- Analytical mindset with the ability to interpret financial data and provide actionable insights
- Experience supporting audits and month-end closing processes is preferred
