Digital Customer Success Manager

2 weeks ago

Toronto, Canada RouteThis Full time

RouteThis is a Waterloo-based B2B SaaS whose time has come to level up We’re on a mission to intelligently automate customer support services with market leading software solutions that keep the modern, WIFI connected homes of the future optimized. RouteThis products are changing the world of technical support and we are looking for amazing talent to join our team and help us revolutionize this $15 billion dollar industry.

We are looking for a Digital Customer Success Manager to join our team and play a critical role as the main point of contact for our SMB customers. Working closely with a strong team of professionals, you will be predominantly responsible for supporting our customers as they use the RouteThis suite of products to achieve their desired business outcomes.

We care deeply about our technology, resolving customer pain points, and getting stuff done fast and are looking for people who share these values and are ready to execute against them every day.

**In this role you will**:

- Own the small & medium business accounts from a customer experience perspective.
- Engage with your customer on a regular basis, by coordinating and hosting business reviews, acting as the primary point of contact for product inquiries, and providing tailored material to your customers aimed at helping them maximize their experience with RouteThis.
- Work closely with internal stakeholders such as Product and Sales to support the retention and upsell cycles for customers.
- Help improve and refine internal processes by identifying opportunities to add new or improved materials or procedures to our digital customer programming
- Work with the implementation team on customer projects for new customers or after an upsell in the SMB segment.
- Troubleshoot and triage problems quickly and efficiently, as the main point of contact for the SMB book of business.

**What you bring to the table**:

- Experience providing customer support in a variety of interactions and scenarios
- Passionate about technology and a willingness to learn new technologies in a self-directed manner
- Strong critical thinking skills to quickly troubleshoot and solve customer inquiries
- Experience working with a wide customer base and under a predefined set of actions
- Passion to build strong internal networks through influence and trust
- Comfortable working in a fast paced environment while maintaining a high standard of quality
- Experience in the Internet Service Provider (ISP) or IoT space an added plus
- Excellent communication and relationship management skills and fluent in English (verbal and written)
- Experience working with a SaaS preferred
- Proficient in managing multiple competing priorities simultaneously

**Who we are**:
RouteThis is a SaaS technology company that is changing the way ISPs and Smart Home companies handle technical support around the world. Instead of dealing with frustrating, long support calls where agents are unable to accurately identify issues, the RouteThis platform gives technical support teams the answers they need to immediately identify and resolve customers’ issues - or help customer to solve it themselves before even needing to call.

We are headquartered in the Waterloo Region and our customers are all over the globe. If you want to work on the next generation of network diagnostics that provides a disruptive new approach for tech support teams, you should be working at RouteThis

**Why RouteThis?**

**Opportunity***: As a rapidly evolving startup, we’re constantly facing new challenges and opportunities, and prefer to promote from within. By working with us, you can jumpstart and shape your career.

**Team***:At RouteThis you’ll be working on a highly-motivated team full of the best talent you can find. We’re carefully selective on who we hire as we’re a close team.

**Fun***: Regular social events, lunches, and happy hours are all part of our culture. We never forget that work should also be fun.

**Perks & Benefits***:We offer great perks including competitive salaries, stock options, extended holiday weekends, parental leave, and a comprehensive benefits package.

**Location***:Located in the Waterloo-region in downtown Kitchener, we offer flexible work arrangements including hybrid and virtual options.

**Please note: We thank all applicants for your interest in RouteThis. Only those applicants selected for an interview will be contacted. Agency calls will not be accepted. RouteThis is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.

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