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Customer Success Analyst and Executive Assistant

3 months ago

Markham, Ontario, Canada Pathway Communications Full time

Job Summary

Duties & Responsibilities:

Customer Success roles:

  • Understand customer needs and thoughts through regular, proactive interactions
  • Create performance reports, dashboards, and insights for customers.
  • Support the service delivery teams to make compelling client presentations.
  • Provide field feedback to sales, marketing and operations teams to improve service delivery
  • Analyze customer data and competitor offers to identify potential churn signals
  • Report on NPS and customer experience through data from surveys, telephone and inperson interviews and 'pulse checks'
  • Ensure that customer issues are resolved promptly, before they become problems
  • Maintain a positive company image by implementing clientrelated events and programs.
  • Help the sales team upsell services relevant to client needs
  • Prepare and deliver critical incident reports and RCAs
  • Follow up with new clients to ensure successful onboarding

Meeting Coordination:
Prepare agendas, attend and document meetings, and follow up on action items. Organize executive and leadership team meetings, including logistics and catering.

Document Management:
Maintain and organize important documents, reports, and files. Assist in preparing and proofreading documents, reports, and presentations.

Project Support:
Provide administrative support for special projects initiated by the CEO, which may include research, data analysis, and reporting.

Client Relations:
Assist in maintaining positive client relationships through effective communication and customer service.

Confidentiality:
Handle sensitive and confidential information with the utmost discretion and maintain the highest level of professionalism.

Office Management:

Oversee the smooth operation of the CEO's office, including ordering supplies, managing office equipment, and ensuring a professional and organized workspace.


Other Duties:
Perform other administrative tasks as required to support the CEO and the executive team.

Qualifications:

  • Bachelor's degree in business administration, management, or a related field is preferred.
  • Proven experience as an executive assistant or in a similar administrative role, preferably within the IT services industry.
  • Strong organizational and time management skills, with the ability to prioritize tasks effectively.
  • Exceptional communication skills, both written and verbal.
  • Proficiency in office software, including Microsoft Office Suite and calendar management tools.
  • Ability to handle sensitive information with the highest level of confidentiality and professionalism.
  • Strong problemsolving and multitasking abilities.
  • Detailoriented, with a proactive and positive attitude.
  • Knowledge of IT services and terminology is a plus.
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