Customer Success Specialist

1 month ago

Toronto, Canada Talentburst Full time

**Title: Customer Success**
**Location: Toronto, ON**

**Summary**
- The Program Specialist will be working a hybrid position in Customer Success.
- We need someone who understands customer needs and Project Management.
- Someone who has a structured approach to solving both long
- and short-term problems and communicates effectively.
- We require someone who has strong understanding of executing projects and change manage when implementing new features/tools for our customers.
- You would be responsible for communicating to customers and expert teams; to present new cloud features that delight end-users.
- You would need to assess customer needs and position new features in a way that solves for customer pain and creates customer delight.
- You would partner with the customer experience leaders and key stakeholders to provide the best customer experience across omni-channel experiences.
- Meant to educate customers, encourage self-service, and identify opportunities to migrate customer to the cloud.

**Responsibilities**:

- Drive the launch of year-end activities for QuickBooks Desktop customers
- Understand the customer's needs, anticipates, and narrows in on customer needs and pain points leading to friction
- Uses root cause analysis techniques to ensure systemic issues are identified and treated in a timely way.
- Manage the operational day to day running of programs
- Own change management and change communication
- Able to connect data points to form actionable insights, recommend solutions and share findings with team and stakeholders
- Partner with the local CS L,D&Q lead to maintain training and quality standards
- Partner with the local CX lead to design the e2e Customer experience
- Responsible for creating and implementing process and policy improvements
- Partner with cross functional teams Sales / Marketing / Analytics / Product Management / ICS and Finance in market building stakeholder relationships and create a tiger team to deliver the programs and results and optimize the programs
- Performance will be measured on the achievement of the above and respective metrics per program to measure success
- Implement end-to-end thinking and awareness of impacts across customer and expert channels

**Experience**:

- 3 - 5 years of experience overseeing or managing projects
- 3 - 5 years overall experience in Customer Success or sales role coupled with strong customer empathy
- Demonstrated track record operating independently and efficiently to manage multiple priorities and projects simultaneously, and to manage milestones and deadlines in a fast-paced environment.
- Demonstrated ability to drive performance through third party vendors and dotted line reporting relationships
- Innovative thinker with a passion for generating new ideas, nurturing a culture of creativity, & continuing to raise the bar on business performance
- Data driven - strong analytical skills - confident using qual and quant data to derive customer insights and recommendations

**Operational excellence -** creating and documenting process and policy - developing Playbooks

**Former background**:

- Been in customer success roles or lead generating type of roles
- 3 - 5 years of experience

**Nice to have**:

- Bilingual French would be ideal

Pay: $28.00-$35.00 per hour

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Toronto, ON M5V 0S8: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer success: 3 years (required)
- Project management: 2 years (required)

Work Location: One location

**Speak with the employer**
+91 6093579151

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