Customer Success Specialist

4 weeks ago

Richmond Hill, Canada Visual Defence Inc Full time

**About Visual Defence**

**Why work with us?**

VDI is a well-known, Ontario-based company in business in Richmond Hill, Ontario since 2000. We are proud to offer extensive employer paid benefits including, but not limited to health, dental, life, and vision.

It is our belief that work/life balance is imperative to be cheerful and healthy thus, we have flexible working options and paid time-off benefits.

We believe that professional development opens up new possibilities, strategies, knowledge and skills for individuals. Extensive opportunities, room for growth and advancement, company sponsored learning programs and training plans are all part of our culture. We endeavor to keep all of our employees healthy and inspired. When you thrive, we thrive

We strive to bring our employees together That is what life and business is all about

VDI’s Social Committee brilliantly delivers on this and creates entertaining events that achieve this goal. We hope to see you at the next one.

Our office runs on collaboration, with an open door policy that serves to connect you to your colleagues.

We dress casually and have plenty of free on-site parking spaces.

**About the position**

In this role as Customer Success Specialist you will own the entire relationship with assigned clients, including onboarding, implementation, training adoption, retention and satisfaction.
You will establish a relationship as a trusted advisor to help ensure the continued value of our products and services. You will develop and maintain customer-success strategies and best practices, and customer support content, with the assistance of the sales and operating team.

If you enjoy communicating effectively with internal managers to understand customer needs, maximize retention and growth this job is for you.

**Key responsibilities include**:

- Conduct research and analysis as needed on current and potential industries and clients related to the areas of natural resources, inclusive of some or all of the following areas: Energy, Forests, Minerals / Metals, Earth Sciences, Green Manufacturing, Carbon & Climate Mitigation, Energy

Efficiency & Green Buildings, Resource Conservation, and Environmental Protection.
- Learn & understand the commercial and technology behind our AI platform.
- Key person for receiving 1st level support calls and resolving client issues professionally and courteously.
- Assess requirements and resources and recommend the appropriate goods and/ or services.
- Ensure customer’s issues (verbal and written) are acknowledged and documented.
- Maintain customer profiles via company’s CRM database
- Conduct routine outbound follow-up with customers to maximize retention and sales opportunity.
- Educate clients and maintain informative resources about the company’s products and services.
- Collaborate with the company’s management, sales and operations teams to determine necessary strategic technical solutions and sales approaches.
- Develop presentations to train and illustrate the benefits of the company’s products.
- Provide input into product design where product or services must be tailored to suit clients’ needs.**Qualifications and skills**:

- Excellent communication skills (both verbal and written). Must be fluent in English.
- Relevant work experience in a customer-facing, customer success, account management is an asset.
- Comfortable making/ answering a high volume of calls per day.
- Familiarity with machine learning and artificial intelligence (AI) products and services is an asset.
- Tech-savvy - Ability to learn about new tech (particularly AI) and pay attention to not just the industry, but general tech trends.
- Knowledge in Python, Java script, SQL is not a must, but is an asset.
- Strong customer-facing presentation/listening skills.
- Analytical and process-oriented mindset.
- Highly motivated, energetic and result oriented.
- Professional and friendly telephone manner.
- Ability to build trust with others and demonstrate a high level of professionalism and integrity.
- Training for position will be provided by employer.

**Education**

Post-secondary Diploma in technology program required.
Software Engineering, Computer/ System Engineering or Computer Science Degree is preferred.

** Please check program eligibility**:*

**Job Types**: Full-time, Permanent, Casual

**Salary**: $40,000.00-$50,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Flexible schedule
- Flextime
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday
- Morning shift
- No weekends

Application question(s):

- Can you reliably commute to this job's location (Richmond Hill Ontario Canada, L4B 1L5)?
- Are you legally authorized to work in Canada?

**Experience**:

- Customer retention: 2 years (preferred)

Work Location: One location

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