Every year, heavy industry worldwide overspends on their contractors due to immature or missing contractor management systems resulting in trillions of dollars in losses. The industry faces this issue because of the complexity of processes, organizational factors, and the pace of work and transactions. Supply chain issues, labour shortages, high inflation and energy costs compound these losses. PayShepherd solves this problem for heavy industry (i.e. mining, shipbuilding, forest products, pharmaceuticals, steel, chemicals, manufacturing, energy… etc.) with advanced software for automated contract compliance.

 

●     Acting with a sense of urgency and taking initiative

●     Transparency and honesty

●     Driving and enabling value for Clients & Prospects

●     Relationship building

●     Commitment to follow through

●     Relentless attention to improvement

 

 

PayShepherd envisions a future where heavy industrial sites operate with maximum efficiency and minimal administrative burden. We are focused on building a user-friendly contractor management platform, fostering better relationships between contractors and clients and ensuring project success.

We have an aggressive growth plan and are looking to add to our team. You’d be a great fit to execute this vision if you are a Canada-based Client Implementation Manager who will be involved in all aspects of Customer Success with a key focus on time to first value, User Adoption and Account Expansion and who:

●     Thrives in a fast-paced, ever-evolving environment

●     Are passionate about bringing innovation to transitional industries

●     Have experience in Heavy Industry or Technology

●     Are proactive at creating creative solutions to complex problems

●     Are client-focused. Our success is built on strong relationships between us, our clients and their contractors. If you excel at collaboration and are committed to delivering exceptional service you’ll fit right in

●     Drive & increase adoption of customers in the PayShepherd platform

●     Develop a trusted advisor relationship with key customers & contribute to executive business reviews

●     Execute and iterate on account management processes including onboarding, training, check-ins

●     Manage account health by mitigating churn and targeting good health on 100% of accounts

●     Generate expansion opportunities through referrals and references from end users

●     Generate upsell opportunities through effective discovery of client problems, pain, and opportunities, effective account planning and working directly with the Relationship Manager / Go-To-Market team

●     Work closely with the client success team and implementation team to create and execute on project and account plans

●     Be responsible for the timely delivery of requested tasks, services, and products

●     Analyze customer’s current state process and needs to customize implementation strategy

●     Onboarding and training customers, primarily remotely and creating training content

●     Responding to support inquiries from customers, including manipulating exported data to answer questions or provide detail

●     1:1 and 1 to many tactics to improve product adoption

●     Lead and facilitate Project meetings with Client Stakeholders and Internal Project Team Members, including preparation and distribution of meeting minutes and status reports

●     Take direction and guidance from different Relationship/Account Managers, and your direct manager

●     Work independently and effectively manage multiple tasks, and competing priorities.

●     Actively engage in ongoing process improvements and contribute to a high-performance team culture

●     Bilingual proficiency (fully professional or native proficiency) in French and English is preferred

●     5+ years of experience as a CSM building Relationships. 3+ years supporting Enterprise Customers at a SaaS organization

●     Understanding of heavy industry (oil and gas, mining, manufacturing, pulp and paper etc.)

●     Using strong business acumen and project management best practices to maximize revenue by minimizing the time needed to onboard new business opportunities.

●     Self-driven commitment to keep learning; our product evolves fast and so do our customers

●     Creative problem-solving skills resulting in practical and innovative solutions

●     You enjoy customer-facing interactions and commit to providing outstanding customer service

●     Excellent communication, presentation and organizational skills

●     You have a good understanding of working with multiple stakeholders, internally and externally, within a strategic customer account

●     You enjoy a cross-functional role where you get to collaborate outside of your immediate team

●     You have the ability to build and nurture strong relationships

●     You are willing and able to travel occasionally within Canada and to the US

●     Strong Microsoft Office (Excel, PowerPoint, MS Project) and Google Suite skills (Google Drive, Gmail, Google Sheets, Google Pages)

●     Great compensation package and benefits, including a stock option program

●     Work from anywhere in Canada

●     Career growth opportunity in a growing, new technology early-stage company

●     Excellent medical, dental, and vision plans designed to fit you and your family’s needs

●     Flexible vacation time to promote a healthy work-life integration

●     Autonomy and accountability