Customer Success Associate

2 weeks ago

Montréal, Canada IFRS Foundation Full time

The French-language version of this job description is available below the English._

**Location**: Montreal, Quebec
**Duration**: Permanent
**Hours**: 40 hours per week, full time

**About the role**:
**Team**:Earned Revenue
**Reports to**:Director of membership

You will be the go-to person for managing the customer experience for various programs, where you’ll answer customers’ questions and solve any problems they might encounter. In addition to customer-facing work, you recognise that effective systems and processes behind the scenes are the only way the IFRS Foundation can successfully support 300+ organisational members of the IFRS Sustainability Alliance and 1,600+ FSA Credential holders, and are excited to contribute to the Foundation’s operational excellence.

You have learned from experience that authenticity, trust and problem-solving are essential to building relationships. You are responsive and err on the side of being too helpful. You have a vested interest in making sure programs are implemented well, reducing customer problems down the line, which is why you invest the time in good program maintenance. You are excited to be part of an organisation with accelerating momentum.

You set and achieve stretch goals while pursuing ongoing learning and personal development. You combine a problem-solving mentality with a resilient demeanor to help the IFRS Foundation test, learn and achieve what’s never been done before. You practice good habits with communication, open mindedness, and trust and you expect the same from your team members.

**Principal tasks**:

- Lead customer support by answering inbound questions and meeting
customer needs, with a 24-hour response time to solve or, at a minimum,
acknowledge the request
- Manage the IFRS Foundation’s relationship with the third-party vendor that handles exam registration, delivery, and notification of results
- Manage B2B education relationships, including enterprise group registration requests and relationship with prep course providers
- Manage the Academic Licensing program from client inquiry through product delivery

**Data management and data analytics**:

- Manage existing systems to ensure good record-keeping for client status and contact information for clients of the educational programs
- Support revenue sharing and revenue recognition processes for the FSA Credential, providing insights from test vendor business intelligence platform

**General**:

- Help the Foundation achieve educational program objectives and earned income goals
- Manage operational tasks related to all aspects of the program development, user research, and implementation of new offerings

**Qualifications and experience**:

- Commitment to the mission of the ISSB and the IFRS Foundation
- Enthusiasm for changing environments and comfort with fast-changing conditions—flexibility is important
- Proven experience giving customers and potential customers prompt attention and helpful support
- Strong project management skills
- Microsoft Excel skills is a plus
- Experience with Salesforce or other CRM platform is a plus
- Execution-oriented, able to get things done quickly and with excellent quality
- Strong process orientation; able to see how to improve things
- High energy, positive, “can-do” attitude, flexibility, teamwork, and a high degree of initiative
- Experience with client relations, membership programs, or certification programs is a plus
- Knowledge of corporate sustainability, asset management, and/or investment research a plus
- 1-4 years’ relevant experience
- Fluent in English

**To apply**:
**Closing date**: Ongoing

Interviews are held via video conference as part of our standard international recruitment process.

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

**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

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