Client Success Specialist

3 weeks ago

Calgary, Canada Blackline Safety Full time

Blackline Safety is hiring a **Client Success Specialist **to join our growing team. Reporting to the Manager, Client Success Operations, the **Client Success Specialist **plays a key role in driving client goals, retention efforts of our clients, and the efficiency of our renewals and account management process. This role will directly support the functions of the Client Success Operations team and ensure that customer requests are efficiently handled through timely processing and engagement with CSMs and other with all internal teams within the organization.

**Who are you?**

You believe in a customer-focused company and want to be part of a team that provides world-class customer service. You are an energetic team-player focused on supporting customer-focused relationships with a drive for measurable results. You understand the value of customer experience, metrics and effective processes to continuously enhance, and personalize the customer experience while extracting value for both the company and the customer. You are curious, analytical collaborative, and take ownership. You thrive in a fast-paced environment and are not afraid of new challenges and change.

**Responsibilities**
- Process quotations related to requests for products and services associated with existing customer accounts
- Triage customer requests for support and forward these requests to the appropriate internal team within set service levels
- Document activities related to customer accounts within a CRM and ERP system
- Work with internal teams to resolve sales-related customer requests
- Identify areas of development and ensure that the team remains world-class.
- Prepare reports of key performance indicators to support operational decisions regarding to client retention and account expansion
- Implement systems, processes and tools that enhance the operations of the Client Success Operations team
- Work with the team to escalate internal and external concerns, by ensuring that all resources used to maintain customer satisfaction.
- Aid in documenting procedures, establish and deliver training for team members and cross-functional teams
- Actively look for ways to improve process efficiencies and effectiveness
- Other duties as assigned.

**Skills and Prerequisites**
- Post-Secondary education or equivalent certification in a business-related field is an asset
- 1-3 years experience in a inside sales or administrative role with direct responsibility for customer support, account management, data entry and order processing
- Proven track record of in converting customer queries into sales or sales leads
- Effective communication, both written and verbal with strong interpersonal skills

**About Blackline**

Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products — we offer the broadest and most complete portfolio in the industry. We monitor personnel working alone in populated areas, indoors within complex facilities, and employees operating in the most remote reaches of our planet. Our products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gases. Our products save lives. Our design, marketing, customer care, sales, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly-traded company (TSXV: BLN).

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