Director of Client Success, North America

Director of Client Success, North America
Corpay is currently looking to hire a Director of Client Success within our Corpay division. This position falls under our Pay By Phone  line of business and is located in Vancouver, Canada. In this role, you will oversee all aspects of client relationships and the individual members of the Client Success Account Management team. Building strong, and profitable long‑term relationships with clients is the primary function of this role.

You will report directly to the MD and regularly collaborate with account managers and other teams.

What You’ll Be Doing
As the Director of Client Success, you will work in an office environment. Corpay will set you up for success by providing:

Company‑issued equipment

Formal, hands‑on training

Role Responsibilities

Managing the day‑to‑day Client Success team responsibilities for the North America region

Exceeding revenue targets for existing client business

Developing and maintaining reporting to display success or areas of improvement to exceed targets

Playing an important role in the management of relationships with all clients and strategic partners

Guaranteeing that the voice of the customer is represented within the organization

Ensuring that the relationship is profitable

Ensuring proactive client outreach, communication & issue management

Acting as an escalation point for clients

Tracking client satisfaction trends, e.g. through Net Promoter Score, and, when necessary, implement improvement plans

Supporting the company in ensuring client contractual obligations are met and a high level of client satisfaction is maintained

Guaranteeing the end‑to‑end service delivery to clients in accordance with department client satisfaction goals

Ensuring project activities for a portfolio of client requests and client projects, involving multiple departments and disciplines

Defining budget and skill set targets for Client Success talent acquisition

Overseeing hiring and management of Client Success staff, conducting performance evaluations, addressing performance issues, and developing staff training and development plans

Mentoring (coaching and advice) direct reports and high‑potential employees to ensure continued talent development and retention within the organization

Promoting a positive and engaging work environment for staff

Developing an annual plan for revenue attainment, this includes upselling, new product roll outs, price increases, etc.

Developing and implementing operational and business policies, processes, and best practices for Client Success

Implementing continuous improvement plans for existing operational processes

Collaborating with other Pay By Phone  regions on overall operational processes

Developing strategies to engage clients in new product offerings

Collaborating with the other management teams to establish long‑term strategies for all product lines

Qualifications & Skills

5+ years prior experience in sales management with an exceptional track record of exceeding sales team targets

Excellent writing and presentation skills

Able to multi‑task and manage time efficiently

Advanced problem‑resolution skills

Able to work independently and within a team

Comfortable in a fast‑paced environment

Detail‑oriented and able to work quickly and accurately

Initiative, innovative, understand how to monitor competition, and describe market trends

Metric‑oriented and number driven

Proficient with computers and mobile devices as well as general business applications

Experience with Salesforce is a plus

Benefits & Perks

Medical, Dental & Vision benefits available the 1st month after hire

Automatic enrollment into our 401k plan (subject to eligibility requirements)

Virtual fitness classes offered company‑wide

Robust PTO offerings include major holidays, vacation, sick, personal, & volunteer time

Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)

Philanthropic support with both local and national organizations

Fun culture with company‑wide contests and prizes

Equal Opportunity / Afficanative Action Employer
Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without…