Client Success Specialist
3 weeks ago
Forge Performance Group is a Recruitment & Talent Management solutions team located in Calgary, AB. We are dedicated to connecting our clients with highly skilled professionals well-matched to their unique hiring needs, culture, and goals. This opportunity is posted on behalf of our client: Blackline Safety.
Client Success SpecialistBlackline Safety is hiring a Client Success Specialist to join our growing team. This role will be based in Calgary and report to the Manager, Client Success, the Client Success Specialist plays a key role in maintaining positive relationships, driving clients goals, and aiding in the retention efforts of our key clients. The Client Success Specialist role involves a combination of customer service, relationship management, technical knowledge, and strategic guidance. You will be working directly with Client Success Managers on our largest accounts, responsible for the growth, expansion, and health of those customers.
Who are you?
You believe in a customer-focused company with a passion for business development through relationships and understand the value of client retention. You are an energetic leader, focused on relationships with a drive for results. You want to be constantly listening to customers and continuously test, enhance, and personalize the customer experience. You are curious, collaborative, and take ownership. You thrive in a fast-paced environment, take initiative, and are a self-starter.
Responsibilities
- Work with the CSM and key account points of contact throughout the customer journey to effectively manage account renewal negotiations including creating appropriate quotations, resulting in the completion of greater than 95% of renewals within the designated quarter
- Identify and drive growth opportunities inside the key account accounts and work with the CSM to make sure we close those opportunities for new business
- Interpret customer concerns and mobilize the necessary internal resources in such a way that not only customer satisfaction is assured but our product offering is continuously improving
- Creating and managing customer advocacy – referrals, case studies, white papers
- Understanding of the company’s product catalog, their application within customer accounts, and comfort in consistently communicating the benefits of the distinctive features of the product
- Document all activities within the companies’ CRM (Customer Relationship Management)
- Actively look for ways to improve process efficiencies and effectiveness
- Other duties as assigned.
Skills and Prerequisites
- Strong Blackline Product and Service knowledge along with PowerBi and HubSpot expertise
- Demonstrate ability to consistently, and independently, apply project management principles, including collaboration with other teams, to fulfill account management tasks or other specially assigned projects.
- Proficient with the full MS Office suite, including Teams, Excel, and PowerPoint, and have an Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) application experience.
- Demonstrate the ability to manage multiple tasks simultaneously to efficiently meet target outcomes
- Proven ability to work within a team structure and collaborate when called upon
- Confidence to present to clients both virtually and in face-to-face,in-person situations
- Strong problem-solving abilities and a proactive approach to addressing client needs.
- Clear written and verbal communication with strong interpersonal skills
About Blackline Safety
Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products. We offer the broadest and most complete portfolio available in the industry. Our products are designed to save lives and we monitor personnel working alone in populated areas, complex indoor facilities, and the remote reaches of our planet. Blackline’s products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gas. Our design, development, sales, marketing, support, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly traded company.
Blackline Safety is powered by the diversity of our talented employees. We are an equal-opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions.
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