Customer Success Representative

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Trusted by the most notable brands around the globe, Silverware is a leading developer of advanced technologies for the Hospitality Industry. Silverware’s solutions are designed and delivered specifically for organizations who are fanatical about thrilling their guests. Silverware’s obsession is to drive efficiency and improve the profitability of its clients by relentlessly delivering the most innovative solutions in the market. Silverware strives to enhance every aspect of the guest experience, from when the first customer walks in, until the last one walks out. Silverware brings more to the table.

We offer a dynamic, fun environment, with many opportunities for growth, working alongside brilliant and friendly people. Silverware offers the opportunity to work remotely in a collaborative environment.

Job Summary:

The Customer Success Representative is responsible for building and maintaining strong relationships with assigned customers, ensuring they achieve maximum value from Silverware's solutions while driving customer retention, satisfaction, and growth. Acting as a trusted advisor, this role proactively identifies opportunities, manages risks, advocates for customer needs, and collaborates across teams to support long-term customer success and business objectives.

Primary Responsibilities:

• Own the ongoing Silverware relationship with assigned customers and be responsible for retention, and growth of our customers by understanding their business needs and helping them succeed.
•  Build a trusting relationship and hold a strategic advisor position with each assigned customer and drive continued value of our products and services.
•  Work with customers to understand their short- and long-term goals with our products and assist where needed, also discussing future growth opportunities together.
•  Evaluate and identify opportunities for sales add-ons, integrations, new products and assist with facilitating implementation when required.
• Advocate customer enhancements, bugs and escalations and help customers find solutions to their unique scenarios.
• Inform and educate customers on new Silverware initiatives, product releases along with short- and long-term development roadmaps.
•  Identify and track any risks associated to your customers and make action plans to ensure all risks are mitigated in a timely manner as agreed upon by the customer.
• Track customer Helpdesk Tickets and identify trends related to configuration issues, training opportunities or providing root cause analysis.
• Partner with the Sales team to increase customers’ footprint and future value (up-sell and cross-sell) through product adoption and customer satisfaction.
•  Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
• Work within a Scrum environment in collaboration with our Development, Quality Assurance and Business Analysts
• Be assigned as Project Manager on new products, enhancements and integrations.
• Assist and provide recommendations regarding

Minimum Qualifications:

• 3+ years relevant customer success, or account management.

• Proven track record of success in a customer facing role.
• Exceptional communication skills (oral, written and presentation skills).
• Experience building and maintaining relationships, while working to drive engagement.
• Empathetic, positive attitude with a desire to help our customers reach their goals.
• Passion for technology and for being a part of a fast-growing company.
• Experience working with cross-functional teams (e.g. Sales, Technical Support, Implementations)
• A high level of organizational ability, accuracy and attention to detail is required.
• Flexible approach, able to operate effectively with uncertainty and change.
•  Driven, self-motivated, enthusiastic, and collaborative team player.

Salary range: $46,106-$68,000 CAD

Fullsteam recognizes that your health and wellbeing are a priority. This is why we offer a full suite of benefits that include:
•  Medical
•  Extended Health and LTD plan
•  Dental
•  Vision
•  RRSP (with employer match)
•  Health Spending Account
•  Flexible paid time off

This posting is for an existing vacancy and will remain open until filled.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.