Customer Success Specialist

Customer Success Specialist

THIS IS A TECHNICAL ROLE…EXPERIENCE REVIEW CODE IS REQUIRED

Our client is the documented leader in their industry and have some of the largest companies in the world using their technology.  Based here in Vancouver they are experiencing significant year-over-year growth and have new offices opening up across the globe.  They are adding experienced and passionate Customer Success people to their rapidly growing team.

The Customer Success Specialist is responsible for on-boarding and managing customers through the lifetime of their relationship. This includes taking them through the setup process, training, and on-boarding, while troubleshooting any technical issues that come along.

KEY RESPONSIBILITIES

  • Cultivate customer relationships to increasing user adoption, ensuring retention and overall customer satisfaction
  • Provide recommendations and strategies to meet customer’s business requirements
  • Resolve and/or escalate customer technical issues when required
  • Assist with client on-boarding.
  • Work to identify and/or develop up-sell opportunities
  • Deliver training and nurture skills in clients
  • Guide new customers through an established on-boarding process
  • Ensure that the customer is happy and provide a high level of value to clients.
  • Collect user metrics; analyze, identify trends, recommend possible strategies/solutions

KEY QUALIFICATIONS

  • 7+ years of SaaS project management, customer success or similar industry experience
  • Self motivated with a high level of personal accountability.
  • Experience working with clients at multiple levels within an organization
  • Proven success in training and moving customers to self-sufficiency
  • Experience working with Enterprise clients would be considered an ASSET
  • Strong technical skills
    • Some experience working with HTML or other code in some capacity would be an asset
      • Being exposed to code to trouble shoot or look for specific data is very helpful
    • Experience with directly on-boarding and implementing a SaaS solution
    • Technical troubleshooting experience
      • Understanding what the issue is (not necessarily needing to be able to fix it, as this is usually done by programmers or development, but being able to understand and diagnose the problem so you can communicate to the necessary team what needs to be fixed.)
    • Experience using web platforms like WebEx or JoinMe for online presentations
    • Experience training/coaching customers on their SaaS platform and answering questions or troubleshooting with the customer when the platform isn’t working as the customer expected.
  • Ability to multi-task.
  • Experience in delivering training to groups
  • A service-oriented mindset
  • Exceptional verbal and written communication skills
  • Post-secondary education an asset, but not required.

If you have Drive, Curiosity and Intelligence and you feel you are HIGHLY QUALIFIED, I want to speak with you ASAP.  Please apply now or contact me directly at [email protected]

Job ID

KL152

City

Vancouver, BC

Remuneration

Recruiter

Apply Online

If your qualifications are a match for this position please apply online for immediate consideration. Thank you for your application.

Position:

Customer Success Specialist