Customer Success Associate

4 weeks ago

Montréal, Canada IFRS Foundation Full time

**Lieu** : Montréal
**Durée du contrat**:Permanent
**Heures de travail** : 40 heures par semaine

**À propos de la IFRS**

Le 3 novembre 2021, les administrateurs de la Fondation IFRS ont annoncé la création d'un nouveau comité de normalisation - l'International Sustainability Standards Board (ISSB) - pour aider à répondre à la demande des investisseurs internationaux pour des rapports de haute qualité, transparents, fiables et comparables par les entreprises sur le climat et d'autres questions environnementales, sociales et de gouvernance (ESG). L'ISSB s'appuie sur le succès de l'International Accounting Standards Board (IASB) ainsi que sur les travaux du Climate Disclosure Standards Board et de la Value Reporting Foundation (anciennement IIRC et SASB), qui ont tous deux été regroupés au sein de l'IFRS Foundation en 2022.

**À propos du rôle**

Vous appréciez le fait que vous serez la personne de référence pour gérer l'expérience client de divers programmes, où vous répondrez aux questions des clients et résoudrez tous les problèmes qu'ils pourraient rencontrer. En plus du travail en contact avec les clients, vous reconnaissez que des systèmes et des processus efficaces en coulisses sont la seule façon pour l'IFRS Foundation de soutenir avec succès plus de 300 membres organisationnels de l'IFRS Sustainability Alliance et plus de 1 600 détenteurs de FSA Credential, et vous êtes enthousiaste à l'idée de contribuer à l'excellence opérationnelle de la Fondation.

Vous avez appris par expérience que l'authenticité, la confiance et la résolution de problèmes sont essentielles pour établir des relations. Vous êtes réactif et serviable. Vous avez tout intérêt à vous assurer que les programmes sont bien mis en œuvre, ce qui permet de réduire les problèmes des clients par la suite, et c'est pourquoi vous consacrez du temps à une bonne maintenance des programmes. Vous êtes enthousiaste à l'idée de faire partie d'une organisation qui a le vent en poupe.

Vous fixez et atteignez des objectifs ambitieux tout en poursuivant votre apprentissage et votre développement personnel. Vous combinez une mentalité de résolution de problèmes avec un comportement résilient pour aider la Fondation IFRS à tester, apprendre et réaliser ce qui n'a jamais été fait auparavant. Vous pratiquez de bonnes habitudes en matière de communication, d'ouverture d'esprit et de confiance, et vous attendez la même chose des membres de votre équipe.

**Principales responsabilités**
- Diriger le soutien à la clientèle en répondant aux questions entrantes et aux besoins des clients, avec un délai de réponse de 24 heures pour résoudre ou, à tout le moins, accuser réception de la demande.
- Gérer la relation de la Fondation IFRS avec le fournisseur tiers qui s'occupe de l'inscription à l'examen, de la livraison et de la notification des résultats.
- Gérer les relations d'éducation B2B, y compris les demandes d'inscription de groupes d'entreprises et les relations avec les fournisseurs de cours de préparation.
- Gérer le programme de licences académiques, depuis la demande du client jusqu'à la livraison du produit.

**Gestion et analyse des données**
- Gérer les systèmes existants afin d'assurer une bonne tenue des dossiers concernant le statut des clients et les informations de contact pour les clients des programmes éducatifs.
- Soutenir les processus de partage et de reconnaissance des revenus pour le diplôme FSA, en fournissant des informations à partir de la plateforme de veille économique du fournisseur de l'examen.

**Général**
- Aider la Fondation à atteindre les objectifs des programmes éducatifs et les objectifs en matière de revenus.
- Gérer les tâches opérationnelles liées à tous les aspects du développement des programmes, de la recherche sur les utilisateurs et de la mise en œuvre de nouvelles offres.

**Qualifications et expérience requises**
- Engagement envers la mission de l'ISSB et de la Fondation IFRS
- Enthousiasme pour les environnements changeants et aisance dans les conditions d'évolution rapide - la flexibilité est importante.
- Expérience avérée de l'attention rapide et du soutien utile apportés aux clients et aux clients potentiels
- Solides compétences en gestion de projet
- Des compétences en Microsoft Excel sont un plus
- Une expérience de Salesforce ou d'une autre plateforme CRM est un plus.
- Orienté vers l'exécution, capable de faire les choses rapidement et avec une excellente qualité
- Forte orientation vers les processus ; capable de voir comment améliorer les choses
- Grande énergie, attitude positive, flexibilité, travail d'équipe et haut degré d'initiative.
- Une expérience des relations avec les clients, des programmes d'adhésion ou des programmes de certification est un atout.
- Une connaissance du développement durable des entreprises, de la gestion d'actifs et/ou de la recherche en investissement

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