Customer Success Manager (Vancouver)
September 3 2024
Industries
IT: Equipment, Network
Categories Account management, Campaign, Customer service,
Remote
Vancouver, BC • Full time
About GeoComply
We’re GeoComply! We are at the forefront of geolocation, cybersecurity, and anti-fraud innovation, developing and delivering cutting-edge technologies to help ensure regulatory compliance, combat bad online actors, alleviate user friction, and protect businesses from fraud.
Achieving significant business and revenue growth over the past three years and dubbed a tech “Unicorn,” GeoComply has been trusted by leading global brands and regulators for over ten years. Our compliance-grade geolocation technology solutions are installed on over 400 million devices and analyze over 12 billion transactions a year.
At the heart of it all is the people, united by a deep commitment to problem-solving and revolutionizing how people and businesses use the internet to instill confidence in every online interaction. With teams across five countries, three continents, and a global customer base, we have no plans to slow down.
The Role
As a Customer Success Manager, you are at the front-lines of our business, leading the charge in building transformational relationships with our valued customers. In this role, you work to improve the Customer Experience for assigned accounts. You have the primary responsibility of developing and nurturing business and technical relationships with each of those customers, acting as their go-to advisor for removing blockers and optimizing the use of GeoComply’s products and services to drive business results. You also act as a key connection point between the customer and GeoComply, communicating customer feedback and insights to internal stakeholders to drive product innovation, operational improvements and continued customer centricity.
Key Responsibilities
- Cultivate and sustain business and technical relationships with customers to ensure long-term success through delivering value via our solutions.
- Act as the main point of contact and establish a trusted advisor relationship with key customer stakeholders.
- Continuously monitor customer health metrics, conducting regular check-ins, business reviews, and reporting.
- Work with the Integrations team to onboard new clients and handle aspects such as training, troubleshooting, and product demonstrations.
- Analyze data to identify opportunities for customer experience improvements and business growth.
- Coordinate all stakeholders to achieve customer goals and best performance metrics to deliver value.
- Advocate customer needs/issues cross-departmentally and coordinate with sales, product, and support teams.
- Proactively take ownership of customer issues and requests, removing blockers, leading troubleshooting and communicating solutions back to stakeholders.
- Maintain and update customer records in the CRM system.
- Identify and manage at-risk accounts and develop churn prevention strategies.
- Assist in the renewal process and identify upsell and cross-sell opportunities.
- Facilitate customer training after new product features are released or new products are offered.
- Conduct analytics to monitor the success and performance of implemented solutions.
- Prepare and coordinate Business Reviews to actively solve customer problems and ensure that they are maximizing their integration with GeoComply.
- Maintain a detailed understanding of the customers’ end products and user journey by evaluating and testing customer apps and monitoring customer app stores and reviews.
- Develop and maintain a thorough understanding of the company’s products, technologies and systems, processes and overall business requirements, the customer’s structure and use cases, and their laws/regulations and restrictions; continuously interact with colleagues, customers and regulatory bodies.
- Lead project management initiatives to facilitate seamless transitions for customers, including migrating customers from one environment to another and guiding customers through the process of rectifying technical issues stemming from integration errors.
- Any other duties and responsibilities as may be assigned to you by the company consistent with your position.
Who You Are
- Bachelor's degree in Business, Marketing, or related field
- Minimum of 5 years of experience in Customer Success, Account Management, or related customer-facing role
- Strong interpersonal skills with a focus on building customer relationships
- Excellent verbal and written communication skills
- Strong business and technical aptitude with the ability to understand complex business and customer requirements, prioritizing issues and escalating as required
- Ability to analyze data and identify trends
- Experience preparing and presenting reports, data analyses and presentations
- Proficient knowledge of US gaming and sports betting compliance, regulations, and requirements
- Proficiency in using CRM software like Salesforce, HubSpot, or similar platforms
- Highly organized and detail-oriented
- Self-starter with a proactive approach to problem-solving
- Ability to work in a fast-paced, team-oriented environment
- Ability to travel up to 40% of the time
Bonus Points
- A history of working effectively in multi-channel, multi-product companies where internal/external bridge-building and partnering is an essential quality
- Fluent in other languages than English
$84,000 - $115,500 a year
Our compensation reflects the cost of labor across several Global markets. The salary for this position ranges from $84,000/year up to $115,500/year. Pay is based on several factors evaluated throughout the interview, including market location, job-related knowledge, skills, and experience. At GeoComply, our salary bands are crafted with purpose. They testify to the diverse range of skills and experiences that fuel our success. In addition to our competitive salary package, we also offer the following personal and professional development benefits:
- Performance-based bonus
- Equity plans
- Paid vacation and sick days
- Extended health benefits
- Generous Learning & Development Allowance
- Sports and Physical Wellness budget (30% of L&D Allowance)
- Charitable and DEI initiatives
- Team-building events
Apply Now!
Interested in joining our team? Send us your resume and a cover letter. We can’t wait to meet you!
Commitment to Diversity and Equity.
If you don't tick every box in this job description, please don't rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity rather than ticking boxes, so if this resonates with you, please apply.
Search Firm Representatives Please Read Carefully
We do not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by GeoComply due to an agency referral where no existing agreement exists with the GeoComply Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the GeoComply Talent Acquisition Team.
Why GeoComply?
Joining the GeoComply team means you’ll be part of an award-winning company to work, learn and grow. We are fast-paced, high-impact, and have a can-do team culture.
To be successful in our organization, you need an eager attitude, professionalism, and the confidence to willingly work to prove yourself and your ideas, and earn the trust of the organization.
Here’s why we think you’d love working with us.
We’re working towards something big
We’ve built a reputation as the global market leader for geolocation compliance solutions for over 10 years. We’re trusted by customers from all over the world, and the next few years will be particularly exciting as we continue to scale across new markets.
Our values aren’t just a buzzword
Our values are the foundation for what we as a company care about most. They signify the commitment we make to each other around how we act and what we stand for. They are our north star as we work together to build a company we’re all proud to be a part of. Learn more, here.
Diversity, equity, and inclusion are at the core of who we are
In collaboration with our team and external partners, we promote DEI in our recruitment and hiring practices; scholarships and financial aid; training and mentorship programs; employee benefits, and more.
Learning is at the heart of our employee experience
At GeoComply, we foster an environment that empowers every employee to gain the knowledge and abilities needed to perform at their very best and help our organization grow. From a professional development budget to local training opportunities, knowledge-sharing sessions and more, we are continually investing in employee career growth and development.
We believe in being a force for good
We profoundly care about our impact on the world and strive to make meaningful contributions to the communities we work and live in. Our Impact division focuses on philanthropic and social responsibility initiatives, including supporting our local communities, advancing equality, and harnessing our technology to protect vulnerable groups. Learn more, here.
We care about our team
Our GeoComply team is talented, driven and hard-working, and is known for its positive attitude and energy. At GeoComply, we take care of our employees with the total package. Team members are generously rewarded with competitive salaries, incentives, and a comprehensive benefits program.
We value in-person collaboration
GeoComply culture thrives on a dynamic mix of in-person energy and independent focus and we champion a hybrid work model that blends the energy of in-person collaboration with the flexibility to work from home. Our 3-day in-office policy fosters teamwork and innovation, while also recognizing the importance of individual work styles and needs.
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At GeoComply, we live our value of Act with Integrity. Our workplace is built on mutual respect and inclusion, and we welcome applicants of all backgrounds, experiences, beliefs, and identities. Creating an accessible interview experience for all candidates is important to us. If you have any requests (big or small) throughout our hiring process, please don’t hesitate to let us know so we can do our best to prioritize your needs.
We care about your privacy and want you to be informed about your rights. Please read our Applicant Privacy Notice before applying for the position.
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