Contractor Customer Success Manager- Fixed Term

About the opportunity Join our Fitness and Wellbeing vertical as a Customer Success Manager to make a real impact every day.

Reporting into the Manager of Customer Success, you will help us manage a portfolio of clients and ensuring their overall health.

You’ll build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executives.

Responsibilities include:

• Reporting and communicating overall health of accounts.
• Escalating client health changes.
• Setting up and managing client touchpoint cadence.
• Managing contract renewals and amendments.
• Becoming an expert on the Xplor Recreation platform.
• Assisting with product adoption and optimization.
• Providing resolutions to client difficulties or gathering details for escalation.
• Working with various teams for quality products.
• Portfolio retention and churn prevention.
• Ensuring timely and professional communications.
• Attending and coordinating client meetings.
• Building client reference lists.
• Providing recommendations and solutions for clients.
• Providing cost quotes for value-added services.
• Providing client reporting.
• Participating in brand and sales promotions.
• Managing client communications.
• Providing internal reports and updates.

Required qualifications:

• Minimum 3+ years experience in a Customer Success or Account Management role within a technology-based company.
• MTN/PST business working hours.
• Experience working within SaaS/PaaS environments.
• Experience with Salesforce (preferred).
• Knowledge and experience with Mobile Devices, POS or pin pads (advantage).
• Experience with PowerPoint or Keynote for presentations; QBRs/EBRs (advantage).
• Certifications in recreation or leisure studies (preferred).
• Ability to work within outlined policies, procedures, and timelines.

Desired Qualifications:

• Professional attitude.
• Technical aptitude and passion for innovation.
• Self-motivated; desire to learn.
• Exceptional oral and written communication skills.
• Experience with event management and conferences.
• Ability to work effectively under pressure.
• Strong customer relations skills.
• Strong problem-solving, analytical, and follow-up skills.
• Detail-oriented.
• Collaborative and team player.

Travel Requirements: 10%-20% as needed.

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