Global Customer Service Manager

Veem - Ottawa | Operations
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Veem empowers small and medium businesses who spend too much time and money dealing with inefficient financial payment systems. Our transparent, relationship-based payments model makes it easy to build trust with your vendors, contractors and customers by providing a quick and seamless payable and receivable process. We make the process even easier for these clients by supporting integration with all major accounting software including QuickBooks, Netsuite, and Xero. Backed by top investors such as Truist Ventures, Google Ventures, Goldman Sachs, Kleiner Perkins and a global syndicate of tech-forward banks based in the US, Japan, China, Australia, and the Middle East, Veem is a fast-growing financial technology company that is changing the way companies pay and get paid.

We are seeking a highly motivated and resourceful individual to lead the Customer Success team at Veem. We are looking for someone who is passionate about optimizing all support channels and is able to partner with CS leadership, marketing, data, and other teams to implement global initiatives that drive improved performance across Veem.

Responsibilities:

  • Drive improvements in customer satisfaction across channels
  • Build out Global Service
  • Run shifts to accommodate timezones
  • Represent the voice of the customer
  • Drive customer retention through ongoing relationship management and churn mitigation/negotiation
  • Develop and improve scalable processes and efficient tools to achieve meaningful interactions with customers
  • Tracking and reporting on key metrics for customer happiness, adoption and success
  • Identify upsell opportunities
  • Execute towards quarterly revenue and strategic activity targets
  • Utilize deep product and industry knowledge while serving as a strong cross-functional leader
  • Bring an innovative approach to customer onboarding and solution adoption within the prescribed time frames
  • Develop and lead end-to-end project plans and ensure on-time delivery of critical Customer Success initiatives
  • Develop metrics to measure the growth and performance of the team, and provide reports as needed
  • Coach and mentor team members, setting performance standards, recruiting, and expanding the team

 

Requirements:

 

  • A BA/BS degree or related experience
  • 5+ years of work experience with 2+ years of direct people management experience with a preference for applicants with a customer success, account management, or sales background
  • Experience building and scaling customer support operations, particularly in a fast-paced startup or tech environment
  • The ability to effectively influence and communicate cross-functionally
  • Excellent written and verbal communication skills
  • Creative problem-solving abilities
  • A team-player who has a proven track record of excelling in fast-growing environments and taking initiative above and beyond the requirements
  • Passion and knowledge in the Fintech and/or e-payments space

Perks:

  • Competitive salary
  • Comprehensive benefits package (Health, Dental, Medical, Vision)
  • Group RRSP Plan (after 3 months)
  • 3 weeks vacation
  • Friday afternoon unwind