Who you are

• We are looking for curious and empathetic people
• We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment
• We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do
• Minimum 3+ years of experience in a Customer Success or Account Management role within a technology-based company
• Experience working within SaaS/PaaS environments
• Preferred experience with Salesforce
• Knowledge and experience with Mobile Devices (Tablets, Android, and iOS), POS or pin pads is an advantage
• Experience with PowerPoint or Keynote to create presentations; Experience creating QBRs/EBRs
• Certifications in recreation or leisure studies are preferred
• Must be able to work within outlined policies, procedures, and timelines
• Liaison: Professional attitude
• Technical aptitude and passion for innovation
• Self-Motivated; Desire to learn to build skills and expertise
• Exceptional oral and written communication skills
• Experience with event management and conferences
• The ability to work effectively under pressure in a fast-paced, changing environment
• Strong customer relations skills
• The ability to prioritize appropriately and multi-task effectively
• Strong problem-solving, analytical, follow-up skills and detail oriented
• Collaborative and team player mindset and approach to working

What the job involves

• 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
• You’ll drive product adoption to achieve gross-and-net retention revenue targets and identify upsell, value-added services and business opportunities
• Some of the other responsibilities include:
• Reporting and communicating overall health of accounts within client portfolio; Including escalating client health changes to necessary managers and peers
• Set up and manage re-occurring client touchpoint cadence to address client questions, concerns, share information and build relationships
• Manage contract renewals and/or amendments to contracts
• Become an expert on the Xplor Recreation platform providing technical and business solutions; assisting with product adoption, optimization and change management
• Ability to engage with clients who are having difficulties using or understanding the product and providing a resolution or gathering enough details to assist with escalation
• Work seamlessly with various teams across Xplor Recreation to ensure we’re delivering quality and thoughtful products and solutions to our clients
• Portfolio retention and churn prevention
• Ensure communications and relevant materials are provided professionally, consistently and in a timely manner
• Attend and coordinate client meetings, events, and conferences, as required
• Build client reference lists for future opportunities
• Provide recommendations and leverage product experience to provide top-quality solutions for clients
• Provide recommendations and cost quotes for added value services, customizations, or hardware, including ordering and coordinating the delivery of Professional Services, Training and hardware
• Provide client reporting on current state with Xplor Recreation
• Participate in brand and sales promotions
• Manage client communications, both internally and externally, using appropriate tools and platforms (e.g. email, phone, CRM)
• Provide appropriate internal reports and updates to Manager

The application process

• To start your application, please submit your resume and we will be in touch as soon as we can.
• Please include the word "moonshot" at the top of your message to the Hiring Manager so that we know you took the time to read our job ad

Benefits

• Unparalleled opportunities to learn and accelerated career development
• A collaborative, team environment with people who truly love what they do
• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• Unlimited access to Udemy for Business, 10% of your time devoted to growing you and your career, and further support to help you grow
• Access to mental health support
• Fully flexible work arrangements