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Forter Customer Success Manager 
Canada, Ontario, Toronto 
677840800

25.06.2024

What you’ll be doing:

  • Enable a variety of client stakeholders on Forter’s portal and technology close to the account going live. Run ongoing training and enablement for clients as well.
  • Quarterback high impact engagements, particularly monthly and quarterly business reviews to communicate Forter’s performance and value to client executives
  • Procure advocacy from your clients in the form of reference calls, case studies, etc. that act as sales accelerators and turn our partners into active promoters
  • Leverage your client relationships and knowledge of Forter’s solution to generate upsell opportunities that you will collaborate with the Sales team on
  • Own the retention number for your book of business and oversee the renewal process for expiring client contracts
  • Share key insights about Forter’s product and processes internally with our Product and leadership teams to help point the company roadmap in the right direction
  • Direct client technical inquiries or troubleshooting questions to our Support team and help that team where necessary to ensure a positive customer experience
  • Maintain clean data within our internal systems to ensure that both you and Forter’s leadership team have the most accurate info possible about the book of business

What you’ll need:

  • 3-4 years of post-live, client-facing Customer Success experience
  • Experience leading monthly and quarterly business reviews with client executives where you described the value and ROI of your company’s solution
  • Experience communicating client business objectives or issues to your internal leadership in order to form a strategic account plan
  • Experience collaborating with your internal Product, R&D, and/or operations team to understand client needs and communicate product feedback
  • Experience enabling and training your clients on how to use your company’s UX both initially and on an ongoing basis
  • Experience in a SaaS startup environment, and in either the payments, fraud, or finance industry is a bonus
  • Ability to work in fast paced environment, be trusted to drive initiatives autonomously and gain buy in from a wide collection of stakeholders
  • Ability to break down ambiguous and nuanced problems into concrete, manageable components and think through optimal solutions
  • Openness to being hands on. Not afraid to roll your sleeves up and get in the weeds while solving complex operational problems

Trust is backed by data – Forter is a recipient of over 10 workplace and innovation awards, including:

  • Great Place to Work Certification (2021, 2022, 2023)
  • in NYC (2022)
  • #3 on of “Most Innovative Finance Companies” (2022)
  • Forbes Cloud 100 (2021, )
  • SAP Pinnacle Awards “ ” (2023)
  • Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

Benefits:

  • Competitive salary
  • RSUs
  • Matching 401K Plan
  • Comprehensive and generous health insurance, including vision and dental coverage
  • Home office allowance
  • Generous PTO policy
  • Half day Fridays