PayShepherd Job Board
Customer Success Manager
remote
CALGARY, Alberta, Canada .
full-time . April 1, 2025
CALGARY, Alberta, Canada .
full-time . April 1, 2025
Description
Customer Success Manager
Join Our Remote Team & Help Shape the Future of Procurement
About us:
Every year, heavy industry worldwide overspends on their vendors due to immature or missing vendor relationship 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 Vendor Relationship Management (VRM).
We are seeking a Customer Success Manager to join our team.
What we value:
- Acting with a sense of urgency and taking initiative.
- Transparency and honesty.
- Driving and enabling value for clients.
- Relationship building.
- Commitment to follow-through.
- Relentless commitment to improvement.
About the role:
We’re hiring for a Customer Success Manager to join our Client Operations team. Working with a range of heavy industry clients who are in implementation and steady state production; you will learn, earn and service their continued business. This role is an individual contributor role and you will activate to deliver services to a portfolio of clients that you make successful each day. You will have three key focuses:
- Ensure user satisfaction and strong activation rates,
- Enable the PayShepherd Relationship Manager to deliver upon the client’s metrics of success such as fast Time to First Value and Sustainable ROI, and VRM Evolution Success
- Provide quality customer service to promote subscription renewal with a “no churn” mindset. This role will accept responsibility for delivery and steady state activities associated with successful client and vendor adoption throughout the phases of our relationship with them.
Responsibilities:
- Proactive user touch points and data assessment to drive required outcomes while monitoring process and data hygiene, and activating upon the monitoring insights.
- Vendor onboarding and knowledge base growth, including delivery of training programs and monitoring of adoption metrics. Refresh and customize the training program as is required for sustained success across the portfolio and business.
- Client user onboarding and knowledge base growth, including product training with VRM coaching and monitoring adoption metrics. Refresh and customize the training program as is required for sustained success across the portfolio and business.
- Escalation point for vendor users and client users when complexity of workflow questions, innovation resistance or complaints arise to bring resolution and influence positive outcomes.
- Interface with the PayShepherd Engineering team to resolve product bugs.
- Perform PayShepherd system administration (instance and algorithm setup at implementation, onboarding and regular maintenance to ensure client success metrics are met).
- Coordinate with internal and external stakeholders to deliver our client and internal assignment commitments.
- Deliver for the PayShepherd Relationship Manager to collectively produce 100% renewals/zero client churn and maintain a high net dollar retention rate with clients.
- Support the accumulation of information, analytics, messaging and insights for client reporting and support the preparation of presentations to be delivered by the Relationship Manager throughout the term of the subscription year.
- Respond to support inquiries from the users and/or client, including understanding feature requests. Help-desk participation, ensuring prompt resolution and response to tickets, is required. While doing so, capture product and training product improvement needs.
General experience:
- Experience in a heavy industrial setting, supporting field service activities (i.e.: Contracts Administration, Project Cost Controller, Project Coordinator, Project Accountant/Field Billing Clerk, etc.).
- Strong Excel / Google Sheets skills required and evaluated.
- Persuasive communication skills and capable influencer.
- Coaching, insights discovery and storytelling capabilities.
- Comfortable leading presentations and facilitating discussions (ie. training).
- Data analysis skills, meaning making from data. Bonus if this includes value attribution/value engineering experience.
- Critical thinking and creative problem solving.
- Past experience driving adoption of software; bonus if it includes doing so employed by the software company.
- Passion to get things done, grow quickly and learn every day.
- Bilingual customer success capacity with a high growth technology company would be an asset.
Your benefits:
- Great compensation package and benefits, including a stock option program.
- Work from anywhere.
- Career growth opportunity in a new, high growth technology 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 blend.
- Autonomy.
- New Macbook and accessories.