Customer Success Manager

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Employer - Function Point
Category -
Job title - Customer Success Manager

Job Description

Job Summary:

Job Description:
Customer Success Manager

Who are we?
Our vision is to change the way the world views productivity. We want Function Point to be a place where everyone feels respected; where they are doing important work and where everyone contributes to the growth and direction of our company, our customers and our community. We enjoy flexible hours, a work-at-home day option, personal health days, benefits and if you check out our hiring video , you will see we like to have some fun.
We are looking for a Customer Success Manager who's mission will be to take a creative approach in developing and maintaining a strong relationship with our customers, ensuring that they are on a positive success trajectory with Function Point, able to achieve their desired outcomes.


Who are you?
As a Customer Success Manager you are highly organized, have fantastic interpersonal skills and are an excellent communicator both orally and in writing. You go above and beyond and are happiest when directing and leading others to learn. Your core is about connecting with customers, assisting them in achieving success when adapting to new software systems. You enjoy digging deep into customer usage data, engagement statistics and customer health scores and know how to use this data to prioritize and strategize your daily customer interactions.


Responsibilities include:



Train new and existing customers on all areas of our software.

Ensure successful system implementation with our customers.

Consult with customers regarding their workflow and ensure that their Function Point configuration makes sense for their business needs.

Proactive outreach to portfolio of customers to connect and ensure satisfaction and increase engagement in the FP system.

Manage annual renewals within your portfolio.

Conduct scheduled and impromptu training sessions with customers.

Assist with process and product improvement as well as our marketing and sales initiatives.

Travel to customer locations as required.

Work collaboratively with internal teams to discover new opportunities for growth and efficiency.

Bring positivity to work every day, and not focus on the obstacles but solutions to overcome them.

Always be learning.


Qualifications and Technical Skills:



First and foremost a positive attitude.

Ability to identify, communicate, and solve potential business issues or challenges.

Strong communication skills both written and spoken.

2-4 years experience in the customer service or support field.

Fluent English is a must.

Experience delivering online and/or classroom training.

Advertising/Creative Agency experience is a strong asset.

MS Office (Particularly Excel skills).

Customer Success.

Implementation Experience.

Online and In-Person Facilitation.

Extensive Product and Customer Knowledge.

Able to learn quickly, self-manage, multi-task and work in a fast-paced environment.

Ability to build strong relationships and partnerships with team members.

Problem-solving, time-management, and organizational abilities to work efficiently with customers, internal and external.


Cultural Fit:
Our Core Values of Happy, Hungry and Humble are fundamental to everything we do. They are the basis of what drives us to get out of bed, do great work and get home to our family. Life is a journey and we are fully present.
We are Happy, Hungry

customer-success, customer-success-jobs-in-vancouver, customer-success-manager
Job Location Vancouver, BC
Date Posted 06 Jan 2020
Employer Email --No Email
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