Customer Success Specialist

Do you have a strong service mindset? Are you looking for a remote position within a supportive company?We want you to join our teamPosition: Customer Success Specialist (CSS)Salary: $40,000 - 45,000 annually with quarterly bonus optionsReports to: Customer Experience ManagerKey Business Partners: Customer Success Specialists, Sales, Editors, Minute TakersMinutes Solutions is a professional minute-taking company based in Toronto, Canada, that serves a global clientele. We strive to provide the highest-quality, prompt, and service-friendly minute-taking solutions and to be the preferred choice for any entity that requires professional minute-taking.We are looking for a proven Customer Success Specialist (CSS) located in Alberta or British Columbia to join our Customer Success team and help deliver the best possible experience to our customers.Reporting to the Customer Experience Manager, the CSS ensures that their assigned clients consistently receive the highest level of service and products we can offer. This includes ensuring that customer requests are fulfilled and that their concerns and issues are addressed in a timely manner.On a daily basis, the CSS is coordinating the accurate and timely flow of information between customers and back-office functions, maintaining an awareness of open and ongoing service requests as well as any active or recurring issues identified by customers. This is a customer-facing role focused on booking meetings, assigning minute takers, sending deliverables, and providing customer support, with the aim of increasing recurring revenue, and improving retention. We are looking for an energetic self-starter who is looking to grow with usResponsibilities:Continuously monitor assigned book of business for issues, concerns, and opportunities securing repeat business from existing customersComplete and execute customer service requests quickly and accuratelyLiaisewith your Customer Success teammatesto ensure work systems (Airtable, Hubspot)are adequately supporting customer service priorities and goalsAnswer urgent and non-urgent phone calls from clients and/or Minute Takers as a first point of contactAct as the customer advocate within Minutes Solutions, and log and follow up on any concerns and issues raised by customers or stakeholdersEscalate issues to the Customer Experience Manager or Chief Revenue Officer and assist withtimely resolutionAssist with customer adoption of new products and servicesOwn the customer service from end-to-end (booking to minutes delivery)Any other customer-facing tasks as necessarySkills and Qualifications:Experience in a customer-facing role is a must-haveExperience with HubSpot or other customer support ticketing systems is a strongassetExperience with Airtable isa strong assetTrack record of achieving targets and meeting deadlinesStrong, energetic communicator (in both writing and speaking) who is able to work well both independently and as part of a teamQuick thinker and problem-solver with a highly-adaptable outlookComfortable dealing with customersfromin various positions (from Executive Assistants to CEOs), and in a wide variety of industries and geographic locationsSolid organizational skills and attention to detail with the ability to serve customers confidently over the phone, by email, and in virtual meeting roomsA wide-ranging understanding of technology - you should be someone who’s proficient with basic technology and comfortable adapting quickly to different softwareSteadfast resolve and a high degree of personal integrityBe able to diagnose problems quickly and have foresight into potential issuesPerks:100% remote positionConsistent work hours (9:30am-5:30pm Mountain Time)Strong support teamAdditional paid time off and company-wide holidaysWe told you about us, now tell us about youPlease send us your resume and cover letter, highlighting your relevant experience and why you think you would be a good fit for Minutes SolutionsDue to the high volume of applications received, only shortlisted candidates will be contacted. Please note that we will only consider applicants located in Alberta or British Columbia. #J-18808-Ljbffr