Customer Success Specialist

2 weeks ago

Ottawa, Canada Eperformance Inc. Full time

**Description**:
To ensure that we continue to offer the best service to our clients, we are currently recruiting for a skilled and motivated **Customer Success Specialist **to join our team to assist customers in planning and understanding the best ways to utilize CRM software or Eperformance products based on the customer’s business needs or business plans.

**Duties and Responsibilities**:

- Learning the company’s products in detail and responding to customer inquiries and feedback
- Helping customers plan and understand the best ways to utilize CRM software or Eperformance products based on the customer’s business needs or business plans.
- Scheduling 1-on-1 sessions with customers to address in-depth issues
- Maintaining a Knowledge Base of resolutions to common training and customer issues
- Training customers on a variety of technologies such as: Microsoft Office 365 and Dynamics 365
- Coordinating responses and documenting solutions for complex issues involving Dynamics 365, Power Platform, Azure and Microsoft SQL Server
- Assisting in Knowledge Transfer and Training (KTT) of new and cutting-edge technical topics
- Providing technical support and/or training customers on Eperformance products (Grant+, Intake+, Security+, etc.)
- Educating customers on the flexibility and capabilities of CRM software and Eperformance’s products so customers are encouraged to continue using Eperformance’s services.
- Assisting in the development and organization of Training Materials
- Delivering Course materials in person and online
- Deliver training in-person in offsite locations occasionally

**Qualifications**:

- BS/BA in Computer Science or Information Systems or equivalent
- 3 years experience assisting customers plan and understand the best ways to utilize CRM software and products
- 3 years experience providing training on a variety of technologies such as: Microsoft Dynamics 365, Microsoft Power Platform, Microsoft Azure and Microsoft Office 365
- Advanced knowledge of Dynamics 365, Microsoft SQL Server, Power Platform and Azure
- Excellent English verbal and written communication skills
- Must hold or be able to obtain a government security clearance
- Microsoft Certifications in Dynamics 365, Microsoft Power Platform, Microsoft Azure

**Preferred Skills and/or Qualifications**:

- Experience with Agile methodologies a plus
- Experience working in multiple industries is preferred
- Able to operate independently and within a team environment
- Motivated to work in a fast-paced environment
- French oral and written communication skills

**Job Types**: Full-time, Permanent

**Salary**: $62,000.00-$75,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay

COVID-19 considerations:
Remote work while Covid-19 restrictions are in place.

**Education**:

- AEC / DEP or Skilled Trade Certificate (required)

**Experience**:

- customer service: 3 years (required)
- Client Services Occupations: 3 years (required)
- Software Technical Support: 3 years (required)

Work Location: Hybrid remote in Ottawa, ON

Expected start date: 2023-02-01

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