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Customer Success Manager

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.WebRezPro, part of the Fullsteam organization, is a cloud-based property management system (PMS) purpose-built for independent hotels, resorts, inns, hostels, and vacation rental operators. The platform supports mission-critical hospitality operations including reservations, front desk workflows, housekeeping, billing, reporting, guest communications, and a broad ecosystem of third-party integrations such as channel managers, booking engines, payment processors, and revenue management systems.WebRezPro clients rely on the system 24/7 to manage live inventory, rates, guest stays, and financial transactions. Because PMS downtime or configuration issues can directly impact revenue and guest experience, timely, knowledgeable client support is essential to customer success and long-term retention.Job Summary:In this role you will provide clients with detailed product and service information; independently resolve product and service problems to achieve complete customer satisfaction through phone, email and live chat. Manage a client group to address retention. Communicate technical, high-level customer service issues to the development and leadership team and works in collaboration to resolve these issues. This position will also work in partnership with software development to analyze system techniques and procedures, provide feedback to developers, including consulting with end users to determine hardware, software, or system function needs.Responsibilities and Duties:<ul><li>Serve as the primary point of contact for assigned hospitality clients using WebRezPro</li><li>Identify churn risk signals and proactively work with clients to stabilize and optimize system usage</li><li>Independently troubleshoot and resolve PMS issues related to reservations, rates, availability, folios, payments, and reporting</li><li>Guide hotel staff on best practices for front desk, reservations, housekeeping, and night audit workflows</li><li>Conduct live and recorded training sessions tailored to hotel and lodging operations</li><li>Support and coordinate integrations with third-party hospitality systems such as OTAs and channel managers</li><li>Partner with Product and Software Development teams to escalate bugs and test fixes</li><li>Translate customer feedback from hoteliers into actionable product insights</li><li>Maintain clear written and video documentation specific to hospitality use cases</li><li>Track and document client interactions, feature requests, and support trends</li><li>Independently provides support to clients by making decisions regarding the best course of action for both the client and the company.</li><li>Acts as consultant with clients on operational guidance and provides advice based on direct experience and/or experience with other clients.</li><li>Communicates new release features to production.</li><li>Manages communication for customer account needs</li><li>Independently works to resolve customer complaints/problems</li></ul>Skills and Competencies:<ul><li>Exceptional communication, listening, and interpersonal skills</li><li>Strong problem-solving, troubleshooting, and critical thinking skills</li><li>High level of empathy with a customer-first mindset; ability to handle difficult situations professionally</li><li>Strong time management and ability to manage multiple projects and priorities simultaneously</li><li>Proficiency with CRM tools and customer success platforms (e.g., HubSpot, Salesforce) and comfort documenting interactions/trends</li><li>Familiarity with SaaS business models, subscription-based services, and retention/churn concepts</li><li>Technical aptitude with software platforms; comfort with POS hardware and cloud-based systems</li><li>Ability to translate technical concepts into user-friendly guidance, training, and documentation</li><li>Proactive, self-starter approach with strong ownership and follow-through</li><li>Experience supporting hospitality or lodging operations (e.g., reservations, front desk, inventory/availability, billing) preferred</li></ul>Experience and Education Requirements:<ul><li>Ability to determine the best course of action in problem solving and make independent decisions</li><li>Critical thinking and decision- making skills</li><li>Experience with internet- based technology</li><li>Ability to handle difficult situations in a professional manner</li><li>Ability to troubleshoot issues and determine appropriate solutions</li><li>Ability to work collaboratively with all levels of staff</li><li>Excellent computer skills</li><li>Time management and ability to multi-task</li><li>Work independently and as a team</li><li>Exceptional listening and communication skills</li></ul>Salary range: $57,000 - $80,000 CADFullsteam 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 offThis 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.

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