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Customer Success Support Specialist

2 months ago

Vancouver, Canada Acorn Full time

We are seeking a dedicated Customer Success Specialist to join our team. This role will involve establishing and maintaining customer relationships, advocating for customer needs, and ensuring the successful implementation and support of our products and services. The specialist will manage customer service requests and support tickets via HubSpot, troubleshoot and resolve technical issues, and provide comprehensive information about our products and services. The position also includes integrating SSO (Oauth/Saml) between Acorn PLMS and 3rd party identity management systems, DNS configurations, and data transfer processes to SFTP and working with Acorns Rest API. If you are passionate about customer success and have the technical expertise to support our clients, we encourage you to apply for this exciting opportunity.


Skills & Experience

  • Experience in customer success, technical support, or a related field.
  • Strong technical skills, including knowledge of SSO, DNS, and data transfer processes
  • Computer Information Technology or Computer Systems Technology Diploma or equivalent
  • Excellent communication, collaboration, and problem-solving abilities
  • Ability to manage multiple projects and priorities simultaneously
  • Proven ability to build and maintain strong customer relationships


What You Will Be Doing

Customer Relationship Management:

  • Establish and maintain strong relationships with clients
  • Act as the main point of contact for technical inquiries and escalations
  • Advocate for customers by aligning their needs with the broader business strategy
  • Serve as the voice of the customer within the organization, advocating for
  • enhancements, features, and improvements based on client feedback and experiences
  • Foster a customer-centric team environment 


Customer Onboarding and Training:

  • Own the customer onboarding process, ensuring a smooth transition to our products and services
  • Deliver product demonstrations, training sessions, workshops, and knowledge-sharing sessions
  • Provide documentation and resources to empower clients to effectively use and maintain our products or services


Customer Support and Technical Issue Resolution:

  • Manage customer service requests and support tickets via HubSpot, ensuring timely and satisfactory resolutions
  • Troubleshoot and resolve customer issues using technical knowledge and problem- solving skills
  • Provide customers with accurate and relevant information about our products and services
  • Demonstrate product knowledge, proactive problem resolution, and collaboration/communication skills


Technical Solution Implementation:

  • Understand clients' business needs, challenges, and goals to provide tailored technical solutions and support
  • Coordinate the implementation of technical solutions, ensuring alignment with client requirements and timelines
  • Manage project milestones, deliverables, and resources to ensure successful project completion
  • Support internal product development by understanding client needs 


Technical Requirements:

  • Managing and maintaining IT user access and identity management. This involves managing aspects of IT user access and identity management. This includes configuring and deploying customer SAML SSO requirements in Acorn. Including IDP's such as Azure AD, Google and Okta
  • Managing and maintaining IT DNS. This involves managing and maintaining DNS record configurations related to Acorn. Generating DNS records in relation to Acorn site configuration
  • Managing and maintaining Data Transfer Processes. Configuring and maintaining SFTP file transfer processes. API integrations (Postman) Power Automate processes for data transfer


Location

We’re looking for someone to join our growing Canadian team, based in Vancouver. We have an in-office culture here at Acorn, and we love working around each other as the company grows. The role will also work closely with the Acorn team in Canberra, Australia.


If you’re interested, so are we Send your resume our way, and we’ll contact you for a phone interview.