Client Success On-Boarding Manager

What You'll Be Doing

Corpay^ is currently looking to hire a Client Success On-boarding Manager within the Customer Service division. This position falls under our PayByPhone line of business based in Vancouver, Canada.

This is a full-time permanent role, working on a hybrid basis (a minimum of 2 days in the office). Working hours are Monday to Friday 9.00am to 5.00pm

The role

To take day-to-day responsibility for the Customer Service and Customer Account Executive teams, to help deliver a high-performance culture that is aligned to both strategic and revenue generating initiatives, whilst delivering a first-class service to both internal and external customers.

Key Accountabilities

Manage, triage and review the central account management mailbox throughout the day. Ensure client queries are answered in a timely manner and are suitably escalated when necessary:

• Back-office management tasks, but not limited to:
• Create client user accounts
• Password resets
• Rate changes
• Create rate policies
• Assist in the testing of rates and locations for new and expanding clients.
• Open and close locations as required.
• Provide training to clients on PayByPhone product suite
• Ensure all documentation for tracking current client tasks is maintained and kept up to date.
• Liaise with B2C customer support and PayByPhone’ s 3rd party contact centre to help resolve customer issues which may be client-impacting.
• Assist in testing and identification of potential platform bugs and report to internal teams (JIRA, Slack).
• Identify potential upsell and training opportunities for clients and make recommendations to their Account Manager.
• Project manage new clients onboarding activities including but not limited to define project scope, schedule, and task lists as well as set up of client locations, testing, and internal communications
• Coordinate with Sales Director on client onboarding schedule and provide timely
• updates of progress details

Essential

• Previous experience of working in a client facing environment.
• The ability to produce well written documents.
• Excellent IT skills including Word, Excel & PowerPoint.
• The ability to gather, analyse and present material clearly and concisely.

Desirable

• Educated to degree level.
• Experience in parking or technology.

Approach And Abilities - Role Specific

• The ability to work under pressure and to tight deadlines.
• Good organisational and time management skills.
• Excellent attention to detail.
• Communication
• Excellent written and verbal communication skills.
• Problem Solving/Decision Making
• Understanding of internal and external escalation processes and protocols and when to trigger them.
• Level of Ownership (of tasks, projects, portfolios, and/or strategy)
• The ability to work on your own initiative and as part of a team.
• High level of ownership over assigned queries and daily workload.

What We Offer

• Competitive package with high potential for growth and career development.
• Extended Heath Care
• Dental Care: offered through SunLife
• Drug card plan
• Basic Life and AD&D Insurance
• Employee Optional Life and AD&D Insurance
• Spouse Optional Life
• Child Optional Life
• Critical Illness
• Employee Assistance Program (EAP)
• Long- and Short-Term Disability
• RRSP: Administered through Manulife
• Paid Time Off: Corpay observes 11 statutory holidays In addition, full time employees are eligible to receive: Paid Vacation: 15 days, accrued monthly Paid Sick Leave: 6 days Personal Days: 4 days

#INDOPS-INT

About Corpay

Corpay is a global technology organisation that is leading the future of commercial payments with a culture of innovation that drives us to constantly create new and better ways to pay. Our specialized payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll and lodging expenses. Millions of people in over 80 countries around the world use our solutions for their payments.

All offers of employment made by Corpay (and its subsidiary companies) are subject to the successful completion of satisfactory pre-employment vetting by an independent supplier (Experian). This is in accordance with Corpay's Resourcing Policy and include employment referencing, identity, adverse financial, criminal and sanctions list checks. We do this to meet our legal and regulatory requirements.

Corpay is dedicated to encouraging a supportive and inclusive culture among our employees. It is within our best interest to promote diversity and eliminate discrimination in the workplace. We seek to ensure that all employees and job applicants are given equal opportunities.

Notice to Agency and Search Firm Representatives: Corpay will not accept unsolicited CV's from agencies and/or search firms for this job posting. Resumes submitted to any Corpay employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Corpay. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.