Customer Success Manager

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Fullsteam

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚘 Automotive

🏥 Healthcare

📦 Logistics

Automotive • Healthcare • Logistics

Fullsteam is a leading provider of modern and scalable payments technology integrated with vertical software to offer industry-specific features and end-to-end business management systems. It delivers mission-critical infrastructure and technology, empowering a wide range of niche industries such as automotive, healthcare, recreation, and self-storage. Fullsteam's cloud-first payments technology is designed for secure, seamless integration with other vertical software, transforming how various industries conduct business. The company also offers membership and event management software for nonprofits, as well as ERP solutions for B2B markets.

📋 Description

• Provides clients with detailed product and service information; • Independently resolves product and service problems to achieve complete customer satisfaction through phone, email and live chat. • Manages a client group to address retention. • Communicates technical, high-level customer service issues to the development and leadership team and works in collaboration to resolve these issues. • Serve as the primary point of contact for assigned hospitality clients using WebRezPro • Identify churn risk signals and proactively work with clients to stabilize and optimize system usage • Independently troubleshoot and resolve PMS issues related to reservations, rates, availability, folios, payments, and reporting • Guide hotel staff on best practices for front desk, reservations, housekeeping, and night audit workflows • Conduct live and recorded training sessions tailored to hotel and lodging operations • Support and coordinate integrations with third-party hospitality systems such as OTAs and channel managers • Partner with Product and Software Development teams to escalate bugs and test fixes • Translate customer feedback from hoteliers into actionable product insights • Maintain clear written and video documentation specific to hospitality use cases • Track and document client interactions, feature requests, and support trends • Independently provides support to clients by making decisions regarding the best course of action for both the client and the company. • Acts as consultant with clients on operational guidance and provides advice based on direct experience and/or experience with other clients. • Communicates new release features to production. • Manages communication for customer account needs • Independently works to resolve customer complaints/problems

🎯 Requirements

• Ability to determine the best course of action in problem solving and make independent decisions • Critical thinking and decision- making skills • Experience with internet-based technology • Ability to handle difficult situations in a professional manner • Ability to troubleshoot issues and determine appropriate solutions • Ability to work collaboratively with all levels of staff • Excellent computer skills • Time management and ability to multi-task • Work independently and as a team • Exceptional listening and communication skills

🏖️ Benefits

• Medical • Extended Health and LTD plan • Dental • Vision • RRSP (with employer match) • Health Spending Account • Flexible paid time off