Associate, Customer Success

7 months ago

Toronto, Canada GoBolt Full time

Location: Hybrid, Downtown Toronto

**Join Our Mission**:
At GoBolt, we provide a technology-driven, customer-centric and sustainable approach to
ecommerce and last-mile logistics for businesses of all sizes - from local brands to large
national retailers. By operating as an extension of our customer's team, we deliver
best-in-class services every step of the way.

We're building North America’s largest electric vehicle fleet to help bring sustainability to an
industry notorious for its heavy impact on the environment. We are in high growth mode and
building for the future, which is where you come in

We are on the lookout for a **Customer Success Associate** who shares our passion for
Customer Obsession. In this dynamic role, you will play a crucial part in leading the
implementation of new merchant partners and fostering long term merchant relationships by
instituting best in class partner support and service execution.

**Key Responsibilities**
- Leads multiple concurrent merchant implementations ensuring they are complete

within forecasted time frames and budget.
- Responsible for the success of merchant implementations and ultimate merchant

satisfaction, as measured by the execution of implementation milestones and service

expectations; reaching a steady state of operations and forecasted spend.
- Leads in virtual or in person customer training sessions.
- Creates customized merchant playbooks and custom reporting dashboards as

required.
- Manages merchant expectations by clearly communicating operational and support

requirements.
- Supports in account management post implementations, overseeing expansions of

additional service and market launches.
- Builds a culture of performance management. Proactively reviewing and managing

merchant performance feedback and data throughout implementation, liaising with

cross functional partners to maintain and improve intended service level agreements.
- Works closely with customer support and operations teams to assist in the resolution

of escalated merchant issues.
- Proactively focuses on improving processes, communicating issues and areas of

opportunity. Acts as a liaison between various stakeholders for issues that impact the

implementation or service execution processes and tools.
- Works closely with Solutions Leads to support creating new or improved standard

operating procedures that can be used to further advance our systems and

operational understanding.

**Qualifications**
- 5+ years of project management/process improvement or implementation

experience
- Exceptional client service mentality
- Team player with excellent communication skills
- Experience working in a fast-paced start-up to scale-up environment
- Experience in warehouse and transportation operations highly valued

**Why Join Us?**

We are innovative, goal-oriented, and are always on the search for energetic and passionate
people who are eager to learn and would like to have a rare opportunity to grow within one of
Canada's fastest-growing companies.

We offer a workplace where respect, diversity, and inclusion are the cornerstones of our
culture. Our team members are encouraged to bring their authentic selves to work,
contributing to our collective mission in their unique ways. Aside from an amazing culture, we
also offer competitive salaries and a comprehensive benefits package including health,
dental, and vision plans for you and your family.

If you are eager to make a difference and contribute to a fast paced exciting environment, we
would love to hear from you.

GoBolt is an equal-opportunity employer that recognizes the value and importance of a
diverse workforce. GoBolt is committed to providing assistance during all phases of the
employment cycle, including recruiting through to the end of the employment relationship. If
you require accommodation because of injury, illness, or disability during any portion of
GoBolt’s recruiting process, please let us know by contacting your recruiter's point of contact,
and we will do everything we can to accommodate you.

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