Customer Success Coordinator

3 weeks ago

Montreal, Quebec, Canada CSA Group Full time
Employment Status:RegularTime Type:Full timeBUILDING A WORLD CLASS TEAM STARTS WITH YOU

At the heart of CSA Group is a vision: making the world a better, safer, more sustainable place. It's been part of our mission for nearly one hundred years: from the first engineering standard for railway bridges developed in 1919, to more than 3,500 standards, codes & related products today.

Headquartered in Canada, with a global footprint of more than 30 labs and offices across Europe, Asia and North America, CSA Group tests, inspects and certifies a wide range of products - from every day househould items to leading edge technology-to meet exacting requirements for safety, performance and environmental impact.

Our employees take pride in making a difference in people's lives through the work that we do. We're looking for people like you to help make it happen.

Job Summary:

The Customer Success Coordinator ensures customers and stakeholders get the most value from CSA Group commercial products. The Coordinator is responsible for accurate and timely system set up of standards, CSA Advantage, training and supplementary products in the online store and other internal systems as well as the maintenance of inventory levels for non-copyright documents. The Coordinator manages the delivery of training sessions, ensuring instructors and participants have everything they need for a successful session. The Coordinator also processes personnel certification applications, grants permission to customers to write certification exams and awards certification upon successful completion. The Coordinator supports the success of customers who subscribe to CSA OnDemandTM, and CSA Advantage assisting with onboarding, troubleshooting issues, monitoring usage and contributing to the customers' decisions to renew their subscriptions.

Responsibilities:

  • In a timely manner and with a high degree of accuracy, creates and maintains product records; financial record details for all products including critical product information such as selling price, product titles, format, class, scope. Constantly edits the databases to ensure the most creative, and effective presentation of the data to maximize sales and CSA's Corporate image.
  • Coaches and provides guidance to customers to support product onboarding specifically for, but not limited to, Subscription services and Personnel Certification (PC) programs.
  • Ensures effective onboarding and ongoing monitoring of subscription customer "health scores", leveraging training and support mechanisms to intervene where customers appear at risk of non-renewal.
  • Supporting hosting activities for virtual course events on a regular basis.
  • Coordinates operations related to the delivery of value-added products (open enrollment classes, private onsites, training conferences, special events) including internal and external resource allocation, venue readiness, courseware delivery and customer service.
  • Responds to existing customer product-related inquiries and requests for assistance.
  • Regularly works with confidential information (for example, PC candidate test results and candidacy status).
  • The Coordinator processes personnel certification applications by managing the order fulfillment of the Personal Certification program which includes; granting permission to customers to write certification exams and awards certification upon successful completion.

Preferred Education & Experience:

  • Three-year University degree or three-year Community College Diploma in Business Administration or post-secondary equivalent.
  • Database management, eCommerce, Salesforce and SAP experience preferred.
  • Customer service work experience.

Skills:

  • Strong PC skills, including MS Word, PowerPoint and Excel, experience in HTML application, knowledge of web-based applications.
  • Strong team player, attention to detail and proven independent problem-solving skills.
  • Working knowledge of all processes including sales and distribution and materials management processes is an asset.
  • French proficiency is required.

#CSAstandards

CSA Group is an Equal Opportunity Employer and is committed to diversity, equity, and inclusion. We prohibit discrimination and harassment of any kind based on any grounds stipulated by applicable laws. We are an organization where opportunities are based on skills and abilities, and differences are respected and valued. Please contact us at if you require accommodation in the interview process.

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