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Customer Success Specialist

3 months ago

Belleville, Canada OT Group Full time

OT Group is one of the largest independently owned office technology suppliers in Canada. We are focused on providing exceptional customer service, industry-leading technology products and substantial financial value. We have seven locations in Ontario, with our head office in Belleville and our branch offices from Markham through to the Quebec border. Our capable team of approximately 60 staff members live and work in the regions they service,which helps to reduce our environmental impact and ensures the best possible response times to our customers.

Under the same ownership since 1988, our company has been implementing a significant growth strategy and is looking for a Customer Success Specialist to join our team.

This role will be based out of our Belleville location with the requirement to be in-office.

As a top employer in our industry, we take pride in offering our employees an exceptional place to work. We offer all of our employees:

  • Competitive compensation and benefits

  • Opportunity for personal and professional growth and development

  • Work/life balance

  • Company social events

  • A family and team-oriented environment

What are you responsible for?

  • Managing on-boarding, implementation, training, adoption, retention, and high levels of customer satisfaction

  • Performing ticket review and follow up, seeking feedback from customers on performance of services and issue resolution

  • Receiving client requests for new hardware and software and actioning these requests

  • Generating sales quotes as required

  • Reviewing and sending out license requests and renewals, identifying opportunities for additional features or services as required

  • Monitoring projects and reviewing timelines, including any related metrics or analytics

  • Maintaining and developing customer success strategies and best practices, as well as customer support content, with the assistance from the Customer Success Manager and other internal teams

  • Creating and publishing social media and marketing content as required

  • Collaborating with internal teams to fully optimize the customer experience by gathering feedback from different departments

  • Prioritizing coordination with the Development Team to address escalations or requests

  • Other responsibilities as relevant / assigned

What do you bring to this role?

  • A post-secondary education with a focus in business, communications, or another related equivalent

  • A minimum of one to two (1-2) years’ experience in a customer-facing role, where interaction with customers has been a key responsibility

  • Previous experience in account management within an IT or Managed Services Provider considered an asset

  • Strong verbal and written communication skills, with the ability to convey information clearly and concisely

  • A basic understanding of relevant IT applications, software, and hardware

  • The ability to analyze customer feedback, and provide data-driven decisions to Management

  • Strong organizational skills, with the ability to prioritize customer needs and deadlines

  • The ability to problem solve and adapt quickly to various customer expectations or requirements

If you are a confident, dedicated, and hard-working professional who is motivated to achieve high standards of quality service and value to customers, we would love to hear from you

We appreciate all who express interest; however, only those selected for an interview will be contacted.

We are committed to an equitable, inclusive, diverse, and accessible workplace and encourage applications from all qualified applicants. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, OT Group will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. Please inform Human Resources of the nature of any accommodation(s) that you may require.