Customer Success and Operations Lead

About Vivid Reports: Vivid Reports has been providing unsurpassed Financial Reporting and Business Intelligence (BI) software solutions since 1999. Vivid Reports enables better decisions and empowers organizations to become more responsive to change while improving fiscal performance. 

Job Title: Customer Success and Operations Lead

Location: Canada (Preference for Winnipeg, MB/ Cochrane, AB)

Our Portfolio Company: Vivid Reports

Job Summary: Vivid Reports is seeking a dynamic and customer-focused Customer Success and Operations Lead to join our team. This role is pivotal in managing the end-to-end administrative experience for our customers, ensuring their satisfaction and success with our services. The ideal candidate will possess strong financial acumen, excellent communication skills, and the ability to transition smoothly from administrative tasks to customer interactions.

Key Responsibilities:

Customer Administrative Management:

• Oversee the entire administrative experience for Vivid Reports customers.
• Oversee invoicing processes including producing invoices in the short term, and integrating more closely with our parent in the long term.
• Handle financial onboarding, including coordinating payments, payment terms
• Confidently call customers for AR administration, and collections management.
• Administer HubSpot for customer interactions and track customer data.
• Ensure seamless customer onboarding, license provisioning administration and configuration of our portal andfile tracking.

Financial Systems and Data Management:

• Train on our corporate parent’s financial systems (Sage or NetSuite) for tasks such as creating invoices and verifying transactions and business intelligence.
• Track and invoice for service hours exceeding contract terms.
• Administer and configure licenses in BSI Manager.

Sales and Renewals Administration:

• Be accountable for renewals, implementing price changes and administering changes to accounts.
• Manage B2B sales administration, including quoting and administrative tasks in HubSpot.

Data and Analytics:

• Extract information from HubSpot and the corporate financial systems for reporting and assist with quarterly business reviews, functional analysis, and improvement tracking.

Voice of the Customer (VoC) Administration:

• Set up and administer VoC calls, adhering to VoC practices.
• Conduct customer health checks.
• Assemble and assist with specialized VoC calls to gain deeper understanding of customer needs.

Qualifications:

• Strong financial acumen and understanding of invoicing, renewals, collections, and payment systems in both Canada and the US.
• Proficiency in financial systems such as Sage or NetSuite.
• Extremely comfortable with technology, excellent in Excel
• Excellent communication and interpersonal skills including experience interacting with customers.
• Ability to transition from administrative tasks to customer-facing interactions seamlessly.
• Strong analytical skills and attention to detail.
• Organized and able to manage multiple concurrent projects.
• Ability to work independently and as part of a team.

Preferred Qualifications:

• 5+ years of experience in customer success or a related field.
• Experience with HubSpot or similar CRM systems.
• Experience conducting VoC calls and customer health checks.

Location and Work Environment:

• Preferred location is Winnipeg, MB, or fully virtual for the right candidate.
• Ability to travel for training and customer interactions as needed.

Benefits:

• Competitive salary and Health Insurance benefits package.
• Opportunities for professional growth and development.
• Collaborative and innovative work environment.