Customer Success Representative

2 weeks ago

Calgary, Canada LodgeLink Full time

LodgeLink is a caring company that applies innovative technology to transform workforce travel. We collaborate and share in a relentless pursuit to deliver superior customer experiences and help our customers get where they need to be. As a LodgeLink employee, you’ll join an agile, inventive, and dependable team with a bold vision to be the ecosystem for workforce travel.

We look for exceptional, diverse people with an entrepreneurial spirit who want to join an innovative and rapidly growing company that is focused on customer success. People with a can-do team attitude, who are at their best when the pressure is on. If you thrive in a fast-paced environment and want a career, not a job, we might be made for each other.

**ROLE SUMMARY**

Customer Success Representative reports to the Customer Success Manager and plays a key role in our customer experience. The role is responsible for educating customers on the benefit of LodgeLink, onboarding and configuring their LodgeLink accounts, maintaining customer engagement, upselling new products or features and providing valuable customer feedback to our product development team on enhancements and new features. This position requires a passion for excellent customer service, solid presentation skills, a curious nature, attention to detail and a can-do attitude. This is an ideal position for a post-secondary student.

**Duties and Responsibilities**:

- Develop/update training materials to assist with demonstrations and self-serve learning (done in conjunction with the marketing team).
- Analyze Customer Data to identify and correct discrepancies in bookings, look for training opportunities for customers or employees, improving processes and identify product enhancements that may be required.
- Create customer advocates by onboarding new users/divisions/branches/sub-contractors, ensuring accounts are ready to transact and re-engaging with accounts so they continue to transact.
- Work closely with dedicated Account Managers, documenting all account activities in Salesforce.
- Conduct product demonstrations in-person, online, and through lunch-and-learns for small and large groups. Take part in the new customer sales cycle and ongoing education of existing customers, showcasing LodgeLink features and benefits.
- Manage dedicated accounts by tier 1 (high touch) and tier 2 (low/digital touch), helping to configure their accounts for maximum efficiency. This involves learning about how they manage crew accommodations, how they track costs and what approvals are required prior to paying invoices; then recommending how to use the existing LodgeLink functionality to benefit them.
- Maintain customer engagement and re-engage them if they stop using the platform.
- Review and use customers data to conduct account reviews in line with LodgeLink's Service Level Agreement (SLA). Identifying areas where additional training is required.
- Look for and pursue opportunities to upsell other LodgeLink products and services.
- Relay valuable customer feedback on product enhancements, attend product review meetings and assist in quality testing new product features.
- Register for and attend conferences to promote LodgeLink and expand customer success knowledge.

**Qualifications**:

- Pursuing an education in hospitality; travel management; or customer service.
- Proven experience with developing and delivering impactful presentations.
- Willingness to learn the key processes related to booking and managing crew travel.
- Willingness to learn basic terminology and process flows related to approving, tracking, and reporting on costs. You don’t need to be an accountant or administrator, but you can’t be afraid of talking to those types of people about these types of things.
- Strong active listening skills and attention to detail.
- Strong problem-solving skills.
- Must be fluent in English both oral and written - able to influence others.
- Working for a startup means solving new problems and stepping outside your comfort zone almost every day. You must love these challenges to love working here. A resilient can-do attitude and a willingness to roll-up your sleeves when required are a must.

**We are an Equal Opportunity Employer**

Black Diamond Group Limited is committed to diversity, equal opportunity and ensuring that our employees have the ability to thrive in an inclusive environment. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, national origin, age, disability or any other legally-protected factors. Accommodation for applicants with disabilities is available upon request during the recruitment process.

LodgeLink is a Black Diamond Group Company. Black Diamond Group is a publicly-traded company with nearly 20 years of experience in modular space and workforce solutions, and operations acr

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