Customer Success Lead – On-site – Montreal

We are hiring at ValPay for a Customer Success Lead to join our growing Customer Success team in Montreal!

We are seeking a Customer Success Lead who will play a pivotal role in driving customer satisfaction and loyalty through exceptional support and successful implementations of our payment processing solutions. This individual will be the primary point of contact for our customers, ensuring their needs are met promptly and effectively. The ideal candidate is detail-oriented, organized, and has a proven track record in process setting, improvement, and in either implementation or support roles.

Here is a little window into our company: ValPay is a leading payment processing company seeking a Customer Success Lead to join our dynamic team. If you thrive in a fast-paced environment, enjoy working with deadlines, and are motivated to deliver exceptional results, this opportunity is for you. As a Customer Success Lead, you will play a crucial role in ensuring seamless end-to-end customer success across our portfolio. 

The successful candidate will be anywhere within commutable distance of our office in Montreal, working in an On-site work model!

About You:

• Lead customer support and implementation teams
• Lead customer onboarding and implementation projects, ensuring a smooth and successful setup of our payment processing solutions
• Develop, refine, and implement processes and strategies to improve customer support and implementation efficiency
• Work closely with the product team to identify, report, and resolve product issues or enhancements based on customer feedback
• Conduct regular check-ins with customers to ensure their satisfaction and to identify opportunities for additional support and training
• Create and maintain comprehensive documentation on customer interactions, issues, and resolutions
• Collaborate with the sales team to identify upsell opportunities and ensure a seamless transition from sales to support
• Analyze customer usage data to identify trends and make recommendations for improvements

About You: 

• Bachelor’s degree in Business Administration, Information Technology, or a related field
• 3+ years of experience in customer support, implementation, or a related customer-facing role within the tech or fintech industry
• Demonstrated ability to manage and prioritize multiple projects and customers simultaneously
• Strong problem-solving skills and the ability to think analytically
• Excellent communication and interpersonal skills, with the ability to interact at all levels of the organization
• Experience in process improvement and setting up new processes to enhance customer satisfaction
• Proficient in CRM software and Microsoft Office Suite
• A passion for technology and an eagerness to learn about new products and features
• Fluent in English, both written and verbal, is essential
• Legally authorised to work in Canada

For information about ValPay, please visit our website at: www.valpay.com

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.