Customer Success Lead
5 days ago
Pathway Communications has a track record of 30 years providing high-quality Information Technology solutions, including technical contact Centre services at Tiers I, II and III to demanding corporate, government and non-profit clients in Canada and the United States. We commenced operations in 1995 and have grown, over the past 28 years, from being one of Canada’s pioneering ISPs to a provider of end-to-end corporate IT solutions including inbound technical support, infrastructure management, cybersecurity and application development and maintenance. Our commitment to excellence is reinforced by the critical certifications we have. These include, amongst others, SOC, ISO 27000, PCI DSS and Uptime Institute Tier III Certifications for our data center.
Job Title: Customer Success Lead
Location: Markham, Ontario
Job Type: Full-Time, on-site at Markham
Summary:
As a member of the Customer Success Team, you will be the primary point of contact for our clients, responsible for ensuring their satisfaction and success with our managed IT services. You will work closely with our clients to understand their needs, provide solutions, and foster strong, long-lasting relationships. Your role is pivotal in ensuring our clients achieve their desired outcomes and continue to see the value in our services.
Responsibilities
Your duties, in relation to the company and its services, will be to
- Guide new clients through the onboarding process, ensuring a smooth transition and setup of our managed IT services.
- Understand customer needs and thoughts through regular, proactive interactions. Build and maintain strong, long-term relationships with clients by understanding their business goals and IT needs.
- Create performance reports, dashboards, and insights for customers. Regularly check in with clients to identify potential issues, provide proactive solutions, and ensure their IT systems are optimized.
- Support the service delivery teams to make compelling client presentations. Identify opportunities for service renewals and upselling additional IT services that benefit the client's business.
- Provide field feedback to sales, marketing and operations teams to improve service delivery.
- Analyze customer data and competitor offers to identify potential churn signals.
- Report on NPS and customer experience through data from surveys, telephone and in-person interviews and ‘pulse checks’.
- Ensure that customer issues are resolved promptly before they become problems.
- Maintain a positive company image by implementing client-related events and programs.
- Help the sales team upsell services relevant to client needs.
- Prepare and deliver critical incident reports and RCAs
- Well organized; capable of meeting deadlines without direction
- Exceptional interpersonal and persuasive skills
- Ability to handle stressful, client-sensitive matters with equanimity and professionalism
- Enjoys working with people in a fast paced, changing, work environment
- Should be self-driven and motivated.
- A Bachelor’s degree in IT or related field or an equivalent combination of education and experience. ITIL certification preferred
- At least 5 years’ experience in a high-intensity customer facing role in a technology services company
- Strong analytical and presentation abilities
- Excellent understanding of technology and service delivery
- Market leading compensation and benefits
- Excellent opportunities to learn new skills
- A rewarding and fulfilling work environment
- Healthy work-life balance
Pathway Group of Companies is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin as required by the Ontario Human Rights Code.
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