Client Success Manager

Position Overview: 

Do you love tech 💻, but have a passion for people too🥰? As a Client Success Manager you will be responsible for owning and developing the relationship with clients and promoting the use of accesso services and products. You will ensure that each of our customers receive the best possible support during their onboarding with accesso Paradox and will support them during ski season. You are the key to fostering long-term commitment and optimal use of our product. 

As a member of our customer success team, you will play a vital part in ensuring our clients receive the support and service they need to create memorable experiences for their guests. With your keen interpersonal skills and problem-solving abilities 🔍, you’ll provide operational assistance and collaborate with peers to help come up with out-of-the-box solutions to everyday obstacles. We're looking for people who are patient, team players 🤝, and love helping others. 

As expected with a role with this level of responsibility, you must have the flexibility and be willing to work extended hours when necessary to ensure the service delivered to our clients is of the highest standards, and that any challenges are dealt with swiftly and efficiently to minimize operational impact, guest experiences, and ticket sales. Our clients are ski resorts, so in order to provide quality service, it is necessary to ensure availability (in rotation) for our customers on weekdays, holidays, and weekends (between 8:00 am and 8:00 pm), especially during seasonal peaks. 

Location: United States or Canada; then, you choose what works for you! This role can be performed 100% remotely anywhere in the US or Canada, at our Quebec City office location, or a hybrid version of in-office and remote. 

Reports to: Manager, Client Success

Travel ✈️ Requirement: Up to 30% 

What you'll be working on:

• Coordinating (including project management) the onboarding on accesso Paradox with new customers from kick-off to go-live 
• Analyzing customer objectives and optimizing training plans to include conducting both online and in-person individual and group training sessions 
• Collaborating in the development of training tool content
• Contributing to continuous improvement of the customer success plan
• Providing outstanding customer support via phone or support portal for anything related to Paradox products (technical issues or usability issues)
• Providing effective analysis and diagnosis of complex incidents by asking key questions that can lead to first-contact resolution or assignment of the ticket to the appropriate department
• Acting as the primary contact between the development and customer support teams during the problem-resolution period while performing required actions on behalf of the customer to help them out (complex configuration, new features, etc.)
• Providing timely support and diligent follow-up with users
• Working closely with all team members, including customer support, product development, engineering, IT and quality assurance, to ensure effective customer and user support.
• Monitoring and staying on top of customer needs to analyze opportunities to improve their experience, adoption, and their satisfaction. 

What you bring to the role:

• Strong ability to interact and connect with others, and build strong relationships 
• 2 to 5 years of experience in customer support
• Fluent in French and English both orally and in writing
• Ability to take charge of project, manage priorities and be proactive in finding solutions.
• Ability to understand a complex use case, analyze a problem, and make it understandable for the team. 
• Ability to establish and maintain a trusting relationship with each client to facilitate collaboration and anticipate needs. 
• Ability to proactively listen and advise each client to meet their needs. 
• Change management savvy : Ability to move forward with projects in a fast-paced environment where the product is constantly evolving
• Experience with Atlassian & Jira suite 
• Ability to understand the reality and needs of ski areas and ski/snowboard enthusiasts.

⭐️Bonus points if you have:  

• Bachelor’s degree in business, Technology or a related field is a distinct advantage. 
• Previous ski industry experience

*If you don’t have all the qualifications listed, don’t worry! We understand everyone’s career path is unique, and still encourage you to apply if you feel this role is aligned with your career trajectory.   

Our perks and benefits:

• Competitive compensation package, because your hard work deserves recognition;
• 4-week Paid Time Off for the first 3 years, with increasing accrual afterward – so you can go “OOO” and take that vacation you’ve been dreaming of 😎; 
• 8 hours of paid Volunteer Time Off to contribute to causes close to your heart. Making a difference, made easy;
• Inclusive Family Benefits, including a $7,500 USD (or CAD equivalent) benefit for surrogacy, adoption, and fertility. Because family planning should come with support;  
• Secure your future with employer contributions up to 4% to your pension plan;
• Benefit from a 50% employer contribution to our group benefits plan, ensuring your well-being;
• Gain unlimited access to Udemy for Business to support ongoing learning and career development;  
• Prioritize mental health with resources like the Calm app and our robust EAP program;
• Enjoy a flexible work schedule that aligns with your team’s schedule ⏰. 

LIFE at accesso:

ABOUT accesso: