Strategic Customer Success Manager

Company Description

At Xplor, we help businesses thrive by making life simple for daily activities with a recurring nature. We do that by offering smart software, payments, and commerce-enabling solutions across five “everyday life” verticals: Health and Fitness, Education, Boutique Wellness, Field Services and Personal Services.

You’ll join our Health & Fitness team where we work with all types of businesses. Leisure. Parks and recreation. Community centers. Gyms. Health clubs - you name it. Whether small and independent or large franchises, we build everything they need to run their business, motivate their customers and build lasting fitness communities.

Xplor Recreation is one of our flagship products in the Health and Fitness vertical globally, and is well established across North America, and soon to launch in Australia as well. The Customer Success Manager acts as the primary contact for Xplor Recreation clients assigned to their portfolio. As the Customer Success Manager, you are responsible for your 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.

Key Responsibilities

• Reporting and communicating overall health of accounts within client portfolio; Including escalating client health changes to necessary managers and peers.
• Provide client reporting on current state with Xplor Recreation.
• Provide recommendations and leverage product experience to provide top-quality solutions for clients.
• 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.
• Build client reference lists for future opportunities.
• Attend and coordinate client meetings, events, and conferences, as required.
• 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.
• Become an expert on the Xplor Recreation platform providing technical and business solutions; assisting with product adoption, optimization and change management.
• Portfolio retention and churn prevention
• Work seamlessly with various teams across Xplor Recreation to ensure we’re delivering quality and thoughtful products and solutions to our clients.
• Provide appropriate internal reports and updates to Manager
• Ensure communications and relevant materials are provided professionally, consistently and in a timely manner
• Participate in brand and sales promotions.
• Establish revenue opportunities for existing book of business.
• Manage client communications, both internally and externally, using appropriate tools and platforms (e.g. email, phone, CRM)
• Provide recommendations and cost quotes for added value services, customizations, or hardware, including ordering and coordinating the delivery of Professional Services, Training and hardware.

Qualifications

• Certifications in recreation or leisure studies.
• Experience with PowerPoint or Keynote to create presentations; Experience creating QBRs/EBRs.
• Experience working within SaaS/PaaS environments.
• Minimum 10+ years of experience in a Customer Success or Account Management role within a technology-based company.
• Knowledge and experience with Mobile Devices (Tablets, Android, and iOS), POS, or pin pads.
• Experience with Salesforce.
• Must work within outlined policies, procedures, and timelines.
• Minimum 6+ years of experience working with Recreation industry software

Personal Characteristics/Skills

• Liaison: Professional attitude.
• Collaborative and team player mindset and approach to working
• Strong customer relations skills.
• Exceptional oral and written communication skills.
• Technical aptitude and passion for innovation.
• Self-Motivated; Desire to learn to build skills and expertise.
• The ability to work effectively under pressure in a fast-paced, changing environment.
• Experience with event management and conferences.
• Strong problem-solving, analytical, and follow-up skills and detail-oriented.
• The ability to prioritize appropriately and multi-task effectively.

Travel Requirements: 10%-20%; As needed.

• This position is eligible for an incentive/commission plan.
• The annual base salary pay range for this position is $100,000 to $150,000.

Additional Information

Xplor is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Sheryl Sandberg once said, “If you're offered a seat on a rocket ship, don't ask what seat! Just get on.” We couldn't agree more. So, are you ready to get on board?

To learn more about us and our products, please visit www.xplortechnologies.com.

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [email protected].

More About Us

Xplor Technologies is a global platform integrating SaaS solutions, embedded payments, and Commerce Accelerating Technologies to help businesses succeed. Xplor provides enterprise-grade SaaS solutions for businesses in “everyday life” verticals: Childcare & Education; Fitness & Wellbeing, Field Services and Personal Services – and a global cloud-based payment processing platform.

Xplor Technologies serves over 78,000 customers that processed over $36 billion in payments, operating across 20 markets in 2022.

Good to know

To be considered for employment, you must be legally authorized to work in Canada. Xplor does not sponsor visas, either at the time of hire or at any later time.

To learn more about us and our products, please visit www.xplortechnologies.com/us/careers.

We also invite you to check out our Candidate FAQs for more information about our recruitment process www.xplortechnologies.com/us/recruitment-faqs.

Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, and age. Applications are encouraged from all sectors of the community.

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.