Online Chat Specialist

2 weeks ago


Montréal QC, Canada Jump! Recruteurs Full time

They are responsible for answering client needs post sales and being a voice for the client to internal stakeholders to ensure the company continues to add tremendous value with our one-of-a-kind regulatory compliance management platform.
The company is a regulatory technology (“RegTech”) company based in Montreal that empowers an organization’s leadership with an integrated solution enabling it to operationalize complex regulatory compliance requirements and thus, mitigate its risk of non-compliance. This results in relief for decision-makers, knowing that they are in control of their compliance program.
Serve as the first point of contact for client questions and inquiries, other than technical support.
Help provide insightful technical answers and support clients to create a great user experience with the platform.
Collaborate with technical support team to resolve client issues (through ticketing system or otherwise) to ensure a seamless experience and complete and permanent resolution.
Act as a trusted advisor with main users to lead to referrals, renewals, and account expansion.
Upsell and cross-sell additional product licenses and services to existing clients.
Document all client exchanges into CRM and as otherwise directed.
Support the Client Experience Manager, collaborate with Sales, Marketing, and other cross-functional departments to resolve client issues and help drive adoption, growth, and retention within existing accounts.
Monitor and track Onboarding program implementation progress with accountability for qualitative and quantitative key performance indicators.
Maintain a weekly reporting cadence (and otherwise as needed) with the Client Experience Manager to maintain alignment on corporate objectives.
Escalate challenges with client accounts to the Client Experience Manager as needed.
High level of technical competence and the ability to convey value to a non-technical audience.
You possess a very high level of emotional intelligence.
Experience building long-term positive relationships with clients.
5+ years of client success experience at a technology company.
~ Has a basic understanding of, or previous experience with regulatory compliance.
~ Fully bilingual. Must have a strong command of French and English, both written and spoken.
~ Previous experience using a CRM platform (Salesforce.Has a high level of proficiency with Microsoft Suite of products.
~ Has a high level of proficiency with cloud-based conferencing and collaboration software. (


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