Customer Success Specialist – Customer Onboarding
2 weeks ago
At March Networks, we strive to create a dynamic work environment where our employees can thrive and grow. As a Customer Success Specialist, you will play a vital role in onboarding our Managed Services customers and ensuring their success with our software products and services.
About the Role:
This is an exciting opportunity to join our Ottawa-based Professional Services team and contribute to the growth and success of our customers. As a Customer Success Specialist, you will be responsible for establishing strong relationships with our customers, driving the value of our solutions, and ensuring their overall satisfaction.
Key Responsibilities:
- Onboard new customers through a comprehensive onboarding process, including post-installation checklists, user account creation, software training, and regular check-ins.
- Develop trusted advisor relationships with multiple stakeholders within each account and become their advocate within March Networks.
- 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 efficiently and effectively within March Networks.
Requirements:
- University degree, college diploma, or post-graduate certificate.
- Ability to understand complex issues and propose effective solutions.
- Troubleshoot issues quickly under pressure.
- Learn and understand networking equipment and cloud infrastructure.
- Monitor distributed systems on an IP infrastructure.
- Work independently with the support of corporate teams.
- 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.
Preferred Qualifications:
- Fluency in other languages such as Spanish, French, or Italian.
- Experience coordinating and managing multiple projects simultaneously.
About March Networks:
March Networks is a global technology company that values innovation, teamwork, and customer satisfaction. We offer a dynamic work environment, opportunities for professional growth, and a commitment to diversity and inclusion.
Accommodation:
March Networks is an equal opportunity employer and supports a diverse workforce. We provide accommodation in all parts of the hiring process. Applicants can make their accommodation needs known to us in their cover letter.
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