Customer Success Manager

About Fobi:

Fobi is a trailblazer in mobile wallet pass marketing, offering a robust, multi-channel platform designed to empower companies in crafting and deploying impactful wallet pass campaigns. These campaigns include ticketing, event access, and promotional activities aimed at augmenting revenue streams such as ticket, merchandise, food, and beverage sales and bolstering advertising and sponsorship engagements. By enhancing customer retention and loyalty, Fobi sets the stage for transformative marketing strategies in today's digital landscape.

Job Overview:

Working with the VP of Marketing, the Customer Success Manager (CSM) is responsible for building strong relationships with our customers, ensuring their satisfaction, and driving customer success. You will act as our customers' key point of contact, guiding them through onboarding, training, and ongoing support. This role requires a proactive approach to problem-solving and a commitment to understanding and addressing customer needs. This is a new role for the organization, so you will not only be contributing to client projects but also helping to develop the CSM role.

Key Responsibilities:

1. Customer Onboarding: Lead the onboarding process for new customers, ensuring a smooth and efficient setup and integration of our products and services.
2. Product Training: Conduct training sessions and workshops to educate customers on product features, functionalities, and best practices. Assist with the creation of training materials as needed.
3. Customer Support: Support customers by addressing their inquiries, resolving issues, and ensuring their satisfaction.
4. Feedback Collection: Gather and analyze customer feedback to identify areas for improvement and work with the development team to implement changes.
5. Relationship Management: Build and maintain strong, long-lasting customer relationships, acting as a trusted advisor and advocate for the customer.
6. Customer Success Plans: Develop and implement customer success plans to drive product adoption, retention, and growth.
7. Cross-Functional Collaboration: Work closely with the Project, Development, and Marketing Managers to ensure a cohesive approach to customer success.
8. Uncovering Revenue Opportunities: Identify and pursue upsell and cross-sell opportunities within the customer base to drive additional revenue growth.
9. Client Sign-Offs: Ensure client sign-offs on project milestones and deliverables, confirming that customer expectations are met.
10. Issue Escalation: Manage and escalate customer issues as necessary, ensuring timely resolution and customer satisfaction.
11. Reporting and Metrics: Monitor and report on key customer success metrics, including customer satisfaction, product usage, and retention rates.

Experience:

1. A minimum of 3-5 years of experience in customer success, account management, sales, or a related customer-facing role is required.
2. Proven track record of managing customer relationships and delivering successful outcomes.
3. Experience in a SaaS or technology company, as well as in a managed service company, is preferred.

Skills:

1. Exceptional verbal and written communication skills, with the ability to convey complex concepts clearly and persuasively.
2. Strong interpersonal skills to build and maintain relationships with customers, internal teams, and stakeholders.
3. Highly organized with the ability to manage multiple tasks, prioritize effectively, and meet deadlines.
4. Proficiency in project management principles and practices, with experience in coordinating and leading projects.
5. Ability to understand and explain technical products and services to customers.
6. Strong analytical skills to interpret customer data, identify trends, and make data-driven decisions.

Technical Proficiency:

1. Proficiency in HubSpot CRM, Jira, Confluence, & Trello.
2. Familiarity with customer success tools and platforms.
3. Understanding data analysis and reporting tools (e.g., Excel, PowerBI, Google Analytics).

What We Offer:

1. Competitive salary and benefits package:
   • $70,000 to $85,000
   • Employee stock options.
   • Extended health benefits.
2. A dynamic, innovative, and inclusive hybrid work environment. Typically, two days in the office per week, more as required.
3. Opportunities for professional growth and development.
4. A chance to be a part of a leading company in the emerging field, shaping the future of mobile wallet pass utility and value.

Fobi is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.