Manager, Customer Growth

Company Description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

You’ll join Xplor Field Services - the team that develops business management software for the Field Service Industry. We offer business owners an all-in-one software system, which handles scheduling, invoicing, and customer service responsibilities. Our software helps thousands of contractors and field service entrepreneurs build highly profitable businesses – with less stress, and better control over their growth.

We are looking for a Manager, Customer Growth who will be responsible for the following:

Leading and managing a team of Customer Growth Managers

• Hire, lead, develop, and drive performance of Customer Growth Managers
• Hold regular one-on-ones and team meetings to set the vision, inspire and grow.
• Innovate and trial new things for improvements.
• Set and achieve clear team objectives.
• Recognize high performance and reward accomplishments
• Encourage creativity and educated risk-taking.
• Resolve escalated issues.
• Partner with peers for continuous improvement.

Leading the evolution of the Customer Growth process

• Work with the Director of Sales to help develop highly effective Playbooks, Success Plan Frameworks and related processes that support an effective, consistent and measurable customer engagement.
• Assess and innovate timely processes to ensure our customers are adopting to our products successfully.
• Collaborate cross-functionally with internal stakeholders to drive value and growth. Share customer insights that inform future product developments.

Executing on Customer Growth Priorities

• Drive value that leads to higher retention and growth.
• Execute up-selling and cross-selling opportunities with current customers.
• Mitigate risk and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
• Discover use cases, uncover business needs and drive expansion.
• Serve as a product, company ambassador, and ensure our strong culture remains intact.

Qualifications

Experience

• 3-4 years’ experience in Customer Success, Account Management or transferable experience (preferably in B2B).
• Minimum of 2 years' experience in people management.
• Analytical and an intermediate to expert user in Excel.

Knowledge

• CRM experience with Salesforce and Gainsight or similar.
• Great interpersonal skills with a positive attitude.
• Resourcefulness and independent problem-solving ability

General Attributes:

• Self-motivated with a strong team attitude.
• Operates with a high level of empathy and integrity.
• Process oriented.
• Strong work ethic and impeccable integrity.
• Adaptable to fast change.
• Innovative business and technical problem solver.
• Customer advocate.

This position has an annual base salary range of $85,000 to $95,000 USD.

This position is eligible for an incentive plan.

Additional Information

Values and Life at Xplor

Our four core values that guide us from how we hire and recognize our team members to how we interact with our customers day to day:

Make life simple
Build for people
Move with purpose
Create lasting communities
 
If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusio