Customer Success Representative
2 months ago
**Opportunity**
**About Method**
Method understands that businesses are unique and so it is our vision to create a small business platform that is easily personalized for each of our customers. Our flagship product is Method: CRM, a customer relationship management tool made specifically for small businesses who have outgrown their processes. Unlike other CRMs, the combination of Method’s deep QuickBooks sync and no-code customization engine enable businesses to achieve their optimal workflows.
At Method, doing fantastic work is just as important as looking out for each other and our community. From flex hours and full benefits to our monthly Method: Gives program, we do our best to support both our employees and community. You can learn more about Method and our team here
**The Role**
As a Customer Success Rep, you will be part of a driven and supportive team that’s always striving to deliver value to our customers and ensuring our customers are successful in achieving their designed outcome with Method through the best experience possible.
This role is made up of activities that are 50% sales and 50% customer service:
- Be the first point of contact for any new customer trying out Method.
- Sell the value of Method while providing quality support in order to drive new customers through their customer journey.
- Analyze unique needs or issues and identify opportunities to customize or configure the solution.
- Work both over the phone and on live chat to field incoming inquiries from new and existing customers, responding effectively and in a timely manner.
- Collaborate with other members of the Success Team on plans, projects, and results.
- Provide feedback to the entire team on enhancements we can make to marketing and product development.
**What You Bring**
- Relentless passion for the customer.
- Post-secondary education with a diploma/degree in business or technology or relevant experience.
- Strong problem-solving skills: you must be passionate about your ability to always find solutions to customers’ needs.
- Strong technical aptitude and ability to learn new software quickly.
- Strong communication skills.
- Be a team player with a positive attitude and a willingness to contribute to the overall team’s success in a fast-paced environment.
Bonus points if you have experience with any of the following:
- Fluency in Spanish.
- Experience in the SaaS and CRM space.
- Prior experience with databases and database technology such as Microsoft Access and Microsoft SQL.
**What We Offer**
- Fun team collaborative environment.
- Small company experience - working for a small company like Method gives you deep insight to the inner workings of how a software company operates, as you will be expected to be involved in many discussions: It is the kind of experience you can only get from a small company.
- Training - You will receive initial and ongoing training on Method’s products, policies and procedures as well as a quarterly professional development budget.
- Flexible work from home/hybrid policy.
- Great downtown location - Method is located right in the heart of Toronto’s young and vibrant ‘King West’ technology hub at the corner of Adelaide and Spadina Ave.
- Competitive salary.
- Health care, vision and dental plan.
- Company and quarterly team social events.
**In your first 30 days, you will**:
- Complete Method’s Bootcamp.
- Understand Method’s values and how our teams collaborate to drive results.
- Learn and become an expert of our internal communication tools, norms, and practices.
- Work with your manager to build out tailored goals and a plan to set you in the right direction for the upcoming quarter.
**In your first 60 days, you will**:
- Shadow live calls and chats with your team.
- Demonstrate excellent knowledge on Method’s platform.
- Demonstrate the ability to resolve client problems with accuracy and efficiency.
- Start helping the team on chats and answering incoming calls.
**In your first 90 days, you will**:
- Demonstrate sound judgment in triage and escalation.
- Demonstrate strong communication skills in customer problem solving.
- Demonstrate strong organizational skills when logging support tickets.
- Participate in your first quarterly performance review.
**In your first year, you will**:
- Continue to improve on the objectives above.
- Demonstrate the ability to consistently identify the root cause of an issue whether process or product related.
- Demonstrate the ability to be articulate, and a teaching partner for our customers.
- Demonstrate the ability to defuse tense situations.
- Complete two case studies on customization.
- Conduct a product learning session with the team.
- Participate in your first annual review.
We thank all applicants in advance, and will contact only those who we wish to interview. No phone calls or agencies please.
**Salary**: $38,000.00-$42,000.00 per year
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