Client Success Account Manager

We're seeking a Client Success Account Manager to join our team at PayByPhone!

About the role

The Client Success Account Manager oversees all aspects of client relationships to retain, renew and grow existing accounts. This includes working closely with the client to understand their operational needs and goals and identifying areas where PayByPhone’s solutions align to suggest services and products that will result in transaction volume growth, parking portfolio (space count) growth, and additional product upselling.

Account Managers will work closely with the Director of Client Success to oversee and support client-impact projects occurring within the NA Markets as needed. Maintaining and developing client relationships are a priority, which will ultimately lead to full account management including contract renewals, increased adoption and profitability and full relationship management with our clients resulting in positive references.

How we work

We are a remote-first organization and support your choice to adopt the most productive workplace for you. While most of our North American employees are eligible to work from home most of the time, our head office in Yaletown, Vancouver is open Monday - Friday for those who prefer an office environment or want to collaborate in person with their teams and coworkers. We also host a great party! However, our hiring capabilities are currently restricted to certain regions in North America.
This role is open to applicants residing inBritish Columbia.

What you'll do

• Serve as the primary contact for all matters specific to assigned accounts
• Conduct monthly or quarterly meetings with clients to develop relationships, drive initiatives, and identify potential growth opportunities
• Respond to client inquiries promptly and provide solutions, as necessary. Solutions may include routing or facilitating cases and working closely with the implementation team for solutions
• Identify client roadblocks or delays and communicate closely with the Director of Client Success to create a path to success
  
• Consistently work with clients to identify opportunities to increase existing parking space counts by adding new parking locations and creating new opportunities
• Track client contracts and negotiate renewals in advance of expiration while evaluating for increased profitability opportunities and negotiate terms
  
• Source, collect, and analyze data for client account activity and identify room for improvement and advancement opportunities as well as consumer behaviour to understand potential changing needs
• Actively create opportunities to remove hardware using case studies and data
• Create opportunities for upselling additional products and services to increase adoption, such as Rights & Rates, Validations, and other PayByPhone Services; manage the inside sales process from introduction through contract negotiation
• Work closely with Marketing to develop presentations & case studies for client marketing and adoption campaigns, and case study development relevant to client achievements
• Maintain Salesforce data for client accounts including email and meeting/action item logging
• Provide input on new processes and workflows
• Be prepared to allocate approximately 10-15% of your time to travel for client meetings, conferences, and other events, both within and outside the province, including representing PayByPhone at regional and national conferences
• Other duties as assigned as requested by the Director of Client Success

What you bring

• Considerable experience in managing clients and building relationships in a client-facing environment
• Experience working in the parking or technology industries is strongly preferred
• Strong analytical skills and the ability to gather, analyze and present data clearly and concisely
• Experience with Salesforce, Looker/Power BI, Procurify and Jira/Confluence considered an asset
• Efficient and self-led, you are comfortable working both independently and as part of a team
• Able to stand your ground when challenged, you use trust to form strong, professional relationships
• Excellent face-to-face, email, and phone manners with clients and colleagues, using a customer-centric approach
• Growth mindset and willingness to adopt an ‘all hands on deck’ approach when necessary
• Able to manage assigned clients of all sizes, including inquiries, projects, campaigns, strategies, and goals with excellent attention to detail
• Competent in maintaining and updating CRM, including accounts, contacts, activity, tasks, opportunities, billing details, and contracts
• Proactive and able to produce well-written presentations and documents
• Great time management and organizational skills
• Good working knowledge of Microsoft Office
  
• Completion of post-secondary education in Business Administration or similar considered as an asset
• Willingness to support leaders as required

Success in this role looks like

• Increasing profitability within existing accounts by:
  • Increasing space count/locations
  • Increasing transactions/customer adoption
  • Up-selling additional add-on products, features and services
• Consult on hardware removal where possible with documented, monitored, and analyzed resulting data
• Clients are called/emailed monthly
• Key Clients are visited either in person or via video call quarterly/annually
• Up-to-date and on-brand presentations are delivered to clients to generate growth
• Manage the process of presentations/agendas creation when larger meetings are scheduled for key accounts
• 90% of clients renew or extend, where eligible
• Update salesforce daily with client activity, communications and meetings
• All clients have development plans linking to space count, transaction growth and implementation of new services

Compensation

The salary range for this role is $70,000 -$80,000 CAD annually. This position may also be eligible for participation in our Account Manager Bonus Plan, which is based on industry standards and reflects the market rate for similar positions in the area.

We consider several factors when determining a proposed salary, including but not limited to: experience, education, location, budget, and internal equity. Our compensation philosophy emphasizes fairness and consistency, and job offers will be evaluated case-by-case.

About us

Here at PayByPhone, our strength is in our people: a talented team behind a fantastic product. We are a creative, ambitious and driven multi-disciplinary group. We value learning and fun as we innovate to help millions of consumers pay for parking easily and securely. Our teams are growing; but not without you.

Acquired by FLEETCOR Technologies in September 2023, together we’re on a mission to simplify the world of mobility payments – one parking spot at a time. We’re one of the fastest-growing mobile payment companies in the world and process over 100 million parking, transit, and bike-share transactions a year in cities across North America and Europe. Our teams help millions of consumers easily and securely pay for parking and transportation without the hassles of waiting in line, carrying change, or risking costly fines.

PayByPhone is committed to fostering a diverse and representative workforce, and an inclusive work environment where all employees are treated equally. The Company does not tolerate discrimination or harassment in the workplace or talent attraction processes. Our commitment is to attract and acquire talent that are representative of the talent market, and are based on business needs, job requirements and individual qualifications.

At PayByPhone, we operate in a constantly evolving world. With change being a long-time friend of ours, we have our values to guide how we work as a team to deliver on our commitments. In short, we:

Make things happen

Stay curious

Work together

Have fun

See through our customers’ eyes

To see our values in action, explore our Instagram, LinkedIn, Twitter, and our Careers page. If you’re interested in reading the story behind our values, head on over to our About Us page.