Client Success Specialist

3 weeks ago

Kitchener, Canada GTY Technology Full time

Bonfire is seeking a full-time Client Success Specialist to play a key role as a member of the Client Experience - Success team. We’re looking for team members who will make an impact, drive results, remain humble, and feel no job is too small.
As a Client Success Specialist, you will support and advocate for our customers to ensure high adoption, upsell and renewal rates post-implementation with a range of public sector organizations. You will be the voice of your clients within Bonfire and work closely with our Product team to ensure client feedback and suggestions are being heard. You’ll be responsible for many things, from ensuring our clients renew their contracts, being proactive during the customer lifecycle, regularly touching base with clients at frequent intervals and providing best-in-class service.

**What You’ll Do**:

- Client Experience: ownership of the client relationship from post-implementation to renewal
- Contract Expansion: you’ll combine your product and sector knowledge to consult and influence your accounts to grow their usage and expand contracts (upsell)
- Training: conduct webinars and training sessions to exhibit new product features, hold user group meetings, and analyze usage behaviour for areas of opportunity
- Collaborate: partner with Implementation & Support teams to ensure your accounts needs are being met throughout the client lifecycle and develop customer resources when needed
- Reporting: accountability for your clients net promoter score, renewal and adoption metrics
- Communication: schedule regular touch points with clients to ensure ongoing usage and expansion of Bonfire within the organization
- Advocate: relay customer feature requests to the product team
- Be Proactive: anticipate customer needs and be one step ahead to maintain high engagement and overall customer health
- Partner with Sales: work directly with the Sales Team to develop success strategies for major new clients
- Project Management: championing a variety of internal projects to drive new processes and product improvements

**Who You Are**:
**Education & Experience**: 2-5 years’ experience in a customer-facing role, working with customers and building relationships

**Skills**:

- You’ve been complimented on your ability to build and maintain lasting relationships with both internal and external stakeholders
- You have a drive for continuous improvement and not only action constructive feedback but seek it from your manager & team
- You have excellent prioritization and strategic thinking skills - you know how to structure your approach to focus on actions that will drive value and ask for the upsells and renewals
- You are comfortable dealing with conflict resolution and have objection handling skills
- You regularly exhibit the ability to influence and drive results from key stakeholders
- You’re creative when it comes to solving customer problems and always able to find a way to meet their needs
- You’re an active listener and able to ask insightful and strategic questions
- You’re creative when it comes to solving customer problems and able to come to drive mutually beneficial resolutions
- You’re proactive and a self-starter
- Comfortable dealing with conflict resolution and objection handling skills
- You’re empathetic and find it easy to relate customers at various levels of an organization
- You’re uncomfortable with the status quo and can tell us about the positive impact you had in a past role
- Technically savvy and comfortable learning new technology
- You’re able to explain technical concepts to non-technical audience
- Our tech stack consists of: Amity, Zendesk, JIRA, Confluence, Pendo & Asana

**Core Competencies**: Client Service; Excellent Communication; Flexibility; Initiative; Persuasive Communication (salesmanship); Problem Solving; Project Management; Results-Driven; Independent; Empathetic

**Location**: 121 Charles Street W, Suite C429, Kitchener, ON
Centrally-located in the tech hub of downtown Kitchener in the historic Tannery building, the Bonfire offices are steps away from trendy bars and restaurants, Communitech, and other tech destinations. Bonfire offers hybrid work options so you can prioritize your work-life balance and gain the flexibility you need to do your best work.
What It’s Like to Work at Bonfire
At Bonfire, we carefully foster a work environment where employees have a safe space for creative and intellectual freedom, and the opportunity to work cross-functionally. As part of the GTY Technology family of companies, we offer a dynamic environment with considerable opportunity for professional growth and advancement.

**Here are some of the perks that Bonfire employees enjoy**:

- Competitive wages

We pay competitive wages and salaries, and we only expect an honest 40 hour week for it.
- ‍ ️ Recharge days

What’s better than a long weekend? An extra long weekend This year, Bonfuegos enjoy an extra day off on top of EVERY

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