Customer Success Specialist

5 months ago

Vancouver, Canada Lions Digital Studios Full time

**About the company**

Welcome to Lions Digital Studios (LDS) - Pioneering the Future of Online Education At LDS, we're at the forefront of the digital learning revolution, partnering with the brightest entrepreneurs and educators to bring transformative educational experiences to life.

Our core operations revolve around cutting-edge technologies, mentorship, and guidance, including a proprietary AI system that redefines our partners' customers and sales processes.

At LDS, we believe in the power of education to change lives, and our mission is to empower learners worldwide with seamless and immersive learning experiences crafted by visionary minds.

**Role summary**

As the Customer Success Specialist, you are our clients’ greatest support and advocate ensuring they get the most value out of our product. You lead the charge in guiding our clients through the product implementation process and effectively communicate the clients’ goals and objectives to our internal teams for the utmost success. Reporting to our Head of Customer Success, you will be perfectly positioned to gather feedback from both our clients and internal teams providing the business opportunities to make valuable changes that evolve our processes to get better every time.

**What You'll Do**
- Develop a comprehensive understanding of our AI-powered SaaS product to effectively support the education and advisor for our customers;
- Guide new customers through the onboarding process and ensure a smooth transition from sales to implementation;
- Work closely with customers to understand their business needs and objectives, providing guidance on how to best leverage our product for maximum benefit;
- Develop and provide customized training sessions, documents, and learning materials for customers to drive product adoption and value realization;
- Take a proactive approach to customer success by identifying potential issues, addressing concerns, and offering solutions before they become problems;
- Build and maintain strong, long-lasting customer relationships;
- Act as a voice of the customer, providing feedback to our product and integration teams on product improvements, features, and potential pitfalls;
- Regularly compile reports and present information to advise internal stakeholders on success and opportunities of the product;
- Identify opportunities for account expansion, upselling, and renewals, collaborating with the sales team as needed;
- Special projects or tasks as may be required, appropriate to the scope of the role.

**Who You Are**
- Strong belief and passion for AI technology and solutions;
- Proactive, empathetic, and customer-centric mindset;
- Excellent problem-solving skills;
- Strong project management and organizational skills;
- A track record of managing implementations;
- Excellent and intuitive interpersonal and communication skills;
- Ability to grasp customers' needs and translate into actionable recommendations;
- Proven ability to drive continuous value of a product/solution.

**Qualifications**
- 2+ years of experience in a customer-facing role, preferably in customer success, account management, or sales;
- Bachelor’s degree in Business, Information Technology, or related field is a plus;
- Good understanding of Sales and the Sales funnel;
- Familiarity with customer success software tools and platforms.

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