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Onboarding and Success Expert

2 months ago

Ottawa, Ontario, Canada March Networks Corporation Full time

About March Networks Corporation

March Networks Corporation is a global technology company that values innovation, teamwork, and customer satisfaction. We strive to create a positive working environment where our employees can thrive and grow professionally.

Job Summary

We are seeking a highly motivated and experienced Customer Success Specialist to join our Professional Services team. As a key member of our team, you will be responsible for onboarding our Managed Services customers and ensuring their success with our software products and services.

Key Responsibilities

  • Customer Onboarding
    • Develop and implement onboarding plans for new customers, including post-installation checklists, user account creation, software training, and periodic call-ins.
    • Establish strong relationships with customers and become a trusted advisor to multiple stakeholders within each account.
    • Provide best practices and deliver clear value on the service's features, tailored to each customer's needs.
    • Introduce customers to our self-help portal and continuously monitor their success.
    • Manage escalations from customers quickly and efficiently within March Networks Corporation.
  • Education and Skills
    • University degree, college diploma, or post-graduate certificate in a relevant field.
    • Ability to understand complex issues and propose effective solutions.
    • Troubleshoot issues quickly under time pressure.
    • Learn and understand networking equipment and cloud infrastructure.
    • Monitor distributed systems on an IP infrastructure.
    • Work independently with the support of corporate teams.
    • Communicate effectively with small groups of people and hold interactive conversations through webinars.
    • Motivated and driven to share knowledge and learn from others.
    • Excellent verbal and written communication skills.
    • Excellent time management and organizational skills.
  • Experience
    • 2 years of experience in a customer-facing role in technology, with experience across a global enterprise customer base.
    • 2-5 years of experience providing exceptional customer service and support to customers.
    • Experience with Microsoft Office (Word, PowerPoint, Excel).
    • Proficiency in Salesforce software and other relevant tools.
    • Experience providing webinars with applications like Teams, GoToMeeting, Adobe Connect, or others.
  • Other Assets
    • Fluency in other languages such as Spanish, French, or Italian.
    • Experience coordinating and managing multiple projects simultaneously.

Requirements

This position requires occasional flexibility outside of regular 9-5 hours to support customers and March Networks Corporation employees in international time zones.

March Networks Corporation is an equal opportunity employer and supports a diverse workforce.