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Jobs at Trulioo

Director, Customer Success

Location: Vancouver, British Columbia, Canada

Department: Customer Success

Type: Full Time

Min. Experience: Senior Manager/Supervisor

About Us

With offices in both Vancouver and San Francisco, Trulioo (Truly-you)  is a Silicon Valley-funded Fintech company solving the problems of trust and safety online. To realize that goal we’ve built the world’s largest data marketplace for electronic identity verification, today covering 4.5 billion consumers across 65+ countries through a single API. Trulioo's newly launched Business Verification Service allows clients to gain secure access to hundreds of government registers to instantly verify over 250 million companies in 84 countries. Businesses of all kinds depend on Trulioo to streamline and scale their global customer onboarding, fraud, and compliance operations.

We’ve recently been named the BC Tech Association’s “Emerging Company of the Year”, one of the CB Insights’ Fintech 250 companies to watch in 2017, and recognized as a CNBC Disruptor 50 Company. It’s an exciting time to be part of the growing Trulioo team!

The Opportunity

To help continue fuel our growth, we are looking for a customer focused, goal-oriented, high-energy, Director, Customer Success to be the strategic lead of our Customer Success team. The Director, Customer Success will be the strategic lead of Trulioo’s customer journey, catering to an impressive and high profile client base. You will own the customer support, account management, and data analytic teams, with an objective to successfully on-board, support, and grow enterprise accounts. We are looking for a collaborative, business savvy, and passionate individual wanting to make an immediate impact in a rapidly growing industry disruptor. The successful candidate will be a hands-on leader, able to drive strategy and directly engage with our customers’ day-to-day needs.

This role will report into the General Manager. This is a full-time position in our Gastown Vancouver HQ, walking distance from shops, restaurants, and public transit. Compensation is based on experience and includes stock options and benefits.

As the strategic lead of our Customer Success team you will...

  • Design and execute effective plans, best practices, and processes to streamline and scale customer engagement and growth
  • Lead departmental strategy and operations, planning and execution
  • Map the customer journey while developing listening points and standardized intervention throughout
  • Achieve high customer satisfaction and strong business relationships through effective and pro-active engagement
  • Build and lead a team of customer success agents with a focus on on-boarding, supporting, and growing of key account revenues
  • Maintain a metric-based approach to accurately measure customer interactions, and leverage results to continuously improve
  • "Own" a variety of VIP customer accounts towards maximizing their product adoption and identifying up-sell and cross-sell opportunities
  • Implement repeatable processes that review account performance and analytics for optimization opportunities
  • Provide general end user support, monitor the system, respond to queries, resolve and escalate issues
  • Act as the power-user and subject matter expert for enterprise customers
  • Work closely with Product, Sales and across the entire organization to inspire and create a company-wide culture of customer success

We’re looking for someone who has...

  • University degree in Business Administration or related field
  • 3+ years of increasing responsibility in a similar role
  • Hands-on experience in provisioning, technical support, and business development
  • Technology start-up experience a must have
  • B2B experience focused on enterprise customers with demonstrable success in the areas of revenue generation, leadership, process management, and superior customer support
  • Ability to work independently, implement a self-generated strategy, and be accountable for results
  • Experience analyzing data and issues, documenting findings, and taking the initiative to resolve and improve
  • Professional, outgoing, energetic personality with excellent interpersonal, presentation, and communication skills
  • Exposure to SQL, XML, APIs, and/or JSON is an asset

Working at Trulioo

Trulioo offers a fast-paced, dynamic work environment where all employees have an impact. The company is growing fast, so we like to work hard and have fun!

We have catered lunches twice a week, fresh fruit and snacks, yoga classes, team-building events, and of course the standard ping-pong and foos. But what should excite you the most about Trulioo is the opportunity to be a key player in revolutionizing how technology, trust, and  identity intersect online, and working with people who are excited and motivated to make a difference in an area that touches everyone's lives.

Enjoy a rewarding and challenging startup environment filled with fun perks!

Interested?

Please apply online through our website.

Trulioo is a growing company and while we thank everyone in advance for considering us, only those who are being considered will be contacted.

 

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