Fulfillment: Customer Success Coordinator

4 weeks ago

Ottawa, Canada net2phone Canada Full time

As a member of the Client Services Department, you are ultimately responsible for the long-term retention of net2phone Canada clients. The goal of every interaction is to exceed expectations and recognize risks, as well as opportunities.

Customer Success Coordinators fulfill client requests in accordance with our internal SLA. You are both a client advocate and advisor, informing them of their options and evaluating if they require additional information. You will work with all Client Services teams to ensure clients are taken care of in a friendly and efficient manner.

**This is an in office, full time position.**

Not only will you be a product expert, but you will be trusted with client configurations where accuracy is paramount. Special projects are a regular occurrence for CSC's. Other responsibilities include, but are not limited to:

- Processing orders to add and remove products and features from clients accounts
- Processing phone/fax number ports (inbound and outbound)
- Suspending services as required
- Assisting with account configurations, rebuilds, fixes etc.
- Shipping and receiving of product orders.
- Processing hardware returns
- Managing in-office and CRM inventory
- Assisting with client contracts, billing, etc.

As a Customer Success Coordinator, you will succeed if you are process-driven and customer-focused. The growth plan for this position allows the following experience to be gained:

- Designing, documenting, and maintaining internal processes
- Identifying opportunities to increase efficiency, customer satisfaction, or both
- Price, term, and product negotiation skills
- Deep understanding of SaaS operations
- Overall development of the Customer Success department
- Custom / one-off project management
- Proactive customer success strategy
- Expertise with industry-leading SaaS tools

You can't handle the perks
- Opportunity to work for the Canadian Telecom Employer of Choice - Best Business in 2015 and one of Ottawa's Fastest Growing Companies in 2017 (among other amazing kudos)
- Strong work/life balance
- Winter hockey rink and summer patio in the backyard
- Fun virtual events (and in office when permitted)
- Beer O'Clock Fridays (in office)
- $2000 in health & wellness benefits

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