Customer Success Manager

Magnify Digital is a small but mighty Vancouver based service and technology agency. Our super-powers are building and tracking audiences for TV, film, and the cultural industries.  We recently launched ViewerCentric, a first-of-its-kind analytics platform that aggregates audience data from multiple sources and visualizes it to deliver instant meaning. That’s where this opportunity comes in.

We are looking for an energetic, self-motivated Manager of Customer Success to develop user relationships that promote retention and loyalty. You will work closely with customers to onboard them to the platform, ensure they are thrilled with the product, improve upon areas of dissatisfaction, track user data, and proactively suggest new and innovative ways to drive customer success on the platform.

If you genuinely like people, are patient, super detailed oriented and experienced in B2B Saas customer success, read on!

Duties & Responsibilities:

  • Provide an excellent onboarding experience for clients, improving and iterating upon existing processes
  • Develop deep product expertise and a thorough understanding of the problem we are trying to solve for our customers
  • Develop deep screen media and cultural industry knowledge
  • Mentor customers to independently leverage product features, strengthening their knowledge & confidence in ViewerCentric
  • Examine the various stages of the customer journey and identify gaps in customer-facing processes
  • Imagine solutions and feature enhancements to continually improve the value proposition for users
  • Seek ways to improve customer retention and minimize churn
  • Solve customer issues
  • Track and analyze both quantitative and qualitative data to identify user insights.
  • Contribute to the customer-facing in-app text/tips/videos/FAQs and knowledge base
  • Liaise with the product team and QA on bug tracking
  • Present to prospective and current customers (small or large groups, e.g. webinars)
  • Eventually contribute to recruitment, training, and development of additional Customer Success team members
  • Manage multiple stakeholders (internal and external)
  • Forecast renewals and upsells
  • Identify key performance indicators (KPIs) and metrics to measure MRR, product adoption rates, customer satisfaction levels, etc. Present monthly reports to C-suite and other stakeholders
  • As an early CSM on the ViewerCentric product team, there is an opportunity to shape the growth of the customer satisfaction team and make a significant impact beyond the traditional CSM role.

Must Haves …

  • Minimum 3 years project or client account management experience, preferably in a Customer Success role
  • Experience implementing Customer Success best practices for B2B Saas products
  • Excellent time management, organizational, and problem-solving skills
  • Demonstrable ability to advocate for ideas and concepts
  • Strong attention to detail
  • Excellent written and verbal communication skills – with a professional and engaging presence, presentation and public speaking skills
  • Ability to work equally effective in a shared office or home environment
  • Proven ability to solve big challenges with a great team

And it would be awesome if you …

  • Speak English and French
  • Have current knowledge of the screen media (TV, Film) and/or cultural sector (attractions, arts organizations, museums).

Why you’ll love working at Magnify Digital

In addition to competitive compensation and flexible benefits, you will become part of a very special corporate culture. The Magnify team is tight knit and supportive. We care about our work … and each other. We kick back at regularly occurring social events (online during COVID) and laughter is built into our corporate DNA.

The team is united by a shared standard of excellence and decency. We know what we stand for and the values we champion. These stated principles (passion, integrity, collaboration, leadership, solution mindset, curiousity, innovation, effective communication, commitment to advancing JEDDI – justice, equity, decolonization, diversity, inclusion) figure prominently in our hiring process, choice of clients, and operating practices.

We encourage and prioritize applications from members of groups that are historically, persistently, and systemically marginalized including: Black, Indigenous, and people who are racialized; people identifying as LGBTQ2AI+ and/or non-binary; people living with visible and invisible disabilities; and members of other equity deserving groups.

And we offer …

  • Open and transparent management structure
  • Career growth within this role, including leadership and product innovation opportunities

Salary: Commensurate with experience. To apply, reply to this post with your cover letter and resume. Please note, due to volume, only shortlisted candidates will be notified. Preference will be given to applicants based in Vancouver, BC, however candidates working remote will be considered.

Contact Information:
Please forward your resume and cover letter to info@magnifydigital.com

 

 

 

 

 

 

 

 

Digital Marketing Strategist

Based in Vancouver, Canada, Magnify Digital is a boutique digital agency specializing in digital marketing strategy and training for the creative industries and travel-tourism sector.

We are looking for a Digital Marketing Strategist who is superbly skilled at researching, planning, activating and measuring robust digital marketing strategies. The right fit is everything – we want someone who is tuned in when it comes to the existing and emerging tools and tactics of digital strategy, and turned on by the thought of joining a mature start up facing exponential growth.

The successful candidate must be expert in established and emerging digital marketing tactics including but not limited to social media, extracting and analyzing data, SEM, SEO, Google Analytics, email campaigns, SMS, and strategy. Our new teammate will be proficient managing multiple clients, juggling simultaneous campaigns, hitting deadlines, and delivering handily on client needs. The ability to play nicely on a team is essential.

The right person for this position is equally comfortable brainstorming innovative marketing ideas, generating content to fuel savvy digital plans, analyzing deep data, and playing nicely with coworkers.

If you are a hard-working, fast and motivated learner, with excellent written and oral communication skills, a GREAT attitude, and excited to work in a demanding environment with a wide range of interesting files … read on!

The Role …

The strategist position involves

  • leveraging research, analytics and insights to understand target market interests and online behaviour
  • analyzing competitors and relevant trends, platforms and technology
  • surfacing and providing deep analysis of target market data
  • designing comprehensive, innovative, and measurable online marketing strategies
  • writing and publishing content to social media, websites, newsletters, blogs, etc.
  • discovering and championing emerging tools, trends, best practices

Absolute MUST haves . . .

  • minimum 3 years professional experience as a digital strategist, ideally in an agency environment, and proven success imaging and activating online marketing strategies (if your experience is limited to social media, respectfully, this job is not a fit)
  • excellent organizational skills
  • strong communication skills
  • strong attention to detail and deadlines
  • excellent writing skills, a must!

A degree or demonstrable achievements in media or tourism are desirable.

What’s in it for you?

In addition to competitive compensation and flexible benefits, you will become part of a very special corporate culture. The Magnify team is tight knit and supportive. We care about our work … and each other. We kick back at regularly occuring social events (online during COVID) and laughter is built into our corporate DNA.

The team is united by a shared standard of excellence and decency. We know what we stand for and the values we champion. These stated principles (passion, integrity, collaboration, leadership, solution mindset, curiousity, results orientation, innovation, effective communication, commitment to advancing JEDDI – justice, equity, decolonization, diversity, inclusion) figure prominently in our hiring process, choice of clients, and operating practices.

We encourage and prioritize applications from members of groups that are historically, persistently, and systemically marginalized including: Black, Indigenous, and people who are racialized; people identifying as LGBTQ2AI+ and/or non-binary; people living with visible and invisible disabilities; and members of other equity deserving groups.

Salary is commensurate with experience.

To apply, reply to this post with your cover letter and resume. Please note, due to volume, only shortlisted candidates will be notified.

 

Senior Full Stack Developer (Node.JS)

Magnify Digital is a Vancouver-based firm specializing in building and measuring audiences for TV, film and web media. We are looking for a Senior / Intermediate Full Stack Developer to join our small but growing team. The office is located in Vancouver, BC, but remote employees in Canada will be considered.

Excellent interpersonal skills particularly over remote channels such as Slack and Zoom are essential. Analytic ability and attention to detail are very important in this role. Say “I’m not a robot” in your cover letter if you agree.

We have fully embraced DevOps and you will be involved in all lifecycle stages from requirements and design through coding, deployment, and support.

Our front-end is built on React/Redux, TypeScript, and a heavy usage of higher order functions. Our back end includes Node, Sequelize, MariaDB running in AWS. An architecture refresh to bring in DynamoDB and Lambda is underway. A strong emphasis is placed on code quality. ESLint, unit and integration tests, and CI are in place with strict compliance. CD is in process.

Accountabilities:

  • Work with product manager and development team to design and implement new features
  • Create and update software design and architecture documents, ensure implementation details and source code are sufficiently documented
  • Have a DevOps mindset; work within and contribute improvements towards our end-to-end testing and CI/CD pipeline.

Essential Requirements

Show us you have any five of these, we will get you up to speed on the other two.

  • University Degree in Computer Science or Engineering, or equivalent experience
  • Solid understanding of programming fundamentals, data structures, and time complexity
  • 5+ years of previous programming experience with proven experience developing scalable cloud solutions
  • Experience developing modern B2B SaaS applications with TypeScript/React/Redux
  • Experience with NodeJS and Express
  • Relational database design and use, via both ORMs and direct SQL
  • Experience developing B2B integrations using OAuth and 3rd party JSON APIs

Preferred Requirements

  • AWS (EC2, RDS, S3) administration skills
  • Big Data experience with DynamoDB, Cassandra, or equivalent
  • Analytics and visualization

To apply, send your cover letter and resume to jobs@viewercentric.com. Please note, due to volume, only shortlisted candidates will be notified.

Job Type: Full-time, Contract, Permanent

Benefits:

  • Casual dress
  • Flexible schedule
  • Paid time off
  • Wellness program
  • Work from home

Schedule: Monday to Friday

COVID-19 considerations: We are 100% remote during the pandemic, with the option to remain remote thereafter.

Education: Bachelor’s Degree (Required)

Experience: Software development: 5 years (Preferred)

Work remotely: Yes

COVID-19 precaution(s):

  • Remote interview process
  • Social distancing guidelines in place
  • Virtual meetings

General Position

Think you’d be a good fit for our team? Send your resume to info@magnifydigital.com and we’ll be in touch!

Ready to work with us?

Book your free consultation