Customer Success Specialist
7 days ago
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.
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
- Shareholder opportunities
- Company social events
- A family and teamoriented environment
- Managing onboarding, 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 withinternal 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
- A postsecondary education with a focus in business, communications, or another related equivalent
- A minimum of one to two (12) years' experience in a customerfacing 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
- The ability to analyze customer feedback, and provide datadriven 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
We appreciate all who express interest; however, only those selected for an interview will be contacted.
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