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.
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
- Thrive in high-pressure situations and stay focused on finding solutions
- 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
What You Bring
Tractionites come from a variety of backgrounds, and we are eager to find people that are from non-traditional backgrounds. Typically, we find that people are successful in this role when they have:
- 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
- Ability to work independently and autonomously
- 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
Compensation
Our market data is refreshed on an annual basis to reflect the most current market conditions.The starting salary band for this role is $80,000 - $90,000.
Starting salaries will vary within this range based on experience, skill level, and internal equity related to the role. In addition to base salary, the total compensation package may include additional components such as equity and benefits.
How to apply
If you're interested, so are we! Send your resume in PDF version our way, and we'll reach out to you if we are interested in moving forward.
The deadline to apply for this role is Monday, September 7th.
