Customer Success Specialist

4 weeks ago

St John's, Canada OPAS Mobile Full time

OPAS Mobile helps clients build a ‘Safer, More Productive Workplace’ using Artificial Intelligence. Our field management software automates key safety, operational, fleet and project control tasks in an easy-to-use platform that prevents workplace incidents and saves companies time.

We are seeking a Customer Success Specialist to improve our user-onboarding and ongoing support.

**The Role**:

- Client Onboarding and Training: Serve as the primary point of contact for new clients, guiding them through the onboarding process and ensuring a seamless transition onto our mobile platform. Conduct training sessions to familiarize clients with our mobile solutions and features, empowering them to make the most of our offerings.
- Customer Support: Proactively engage with customers to address inquiries, resolve issues, and provide timely solutions. Maintain a high level of responsiveness and professionalism in all interactions, building trust and confidence in OPAS Mobile's support services.
- Relationship Building: Cultivate and nurture strong relationships with clients, understanding their unique needs and business objectives. Regularly communicate with clients to assess their satisfaction, identify pain points, and offer proactive solutions to optimize their mobile experiences.
- Customer Success Metrics: Monitor and analyze key customer success metrics, such as customer satisfaction scores, retention rates, and product adoption. Utilize insights to identify areas for improvement and implement strategies to enhance customer success.
- Customer Feedback and Collaboration: Gather customer feedback and insights, relaying this information to the product development and marketing teams. Collaborate cross-functionally to continuously improve our mobile solutions based on customer needs and requirements.
- Upselling and Expansion: Collaborate with the sales team to identify upselling opportunities within the existing customer base. Work to expand customer accounts through the introduction of additional features or services.

**What’s In it for You?**
- Livable base salary with potential for follow-on commissions.
- Employer-paid industry-leading benefits.
- Extensive vacation, paid sick leave, paid volunteer days.
- Professional development support.

**Must Haves**:

- Proven experience in a customer-facing role, such as Customer Success, Account Management, or Customer Support, ideally in the technology or mobile industry.
- Strong communication and interpersonal skills, with the ability to empathize with customers and ensure their needs are met.
- Excellent problem-solving abilities, with a focus on finding creative solutions to customer challenges.
- Detail-oriented and organized, capable of managing multiple customer relationships simultaneously.
- A genuine passion for customer success and an eagerness to go above and beyond to ensure client satisfaction.
- The ability to work independently with mínimal supervision is critical.
- Flexibility to schedule meetings in other time zones.
- Eligible to work for any employer in Canada without restrictions or sponsorship.
- Ability to bond and obtain security clearances.

**Nice to Haves**:

- Education in a field relevant to one or more target markets.
- Some level of software development experience.
- Experience in or knowledge of heavy industry (oil & gas, mining, industrial construction etc.).
- Familiarity with CRM systems and customer support tools is advantageous.
- Familiarity with relevant customer success platforms (Stonly etc.).
- Technical or business educational background (undergraduate or college).
- Located in Atlantic provinces - St. John’s, NL or Halifax preferred.

**Salary**: $40,219.00-$68,301.65 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- Tuition reimbursement
- Vision care
- Wellness program
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Commission pay

**Experience**:

- relevant customer success: 2 years (preferred)

Work Location: Hybrid remote in St. John's, NL A1A 1B3

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