Customer Success Associate

2 weeks ago


Brantford, Canada InvestorCOM Full time

InvestorCOM is a leading provider of regulatory compliance software and communications solutions for wealth managers, asset managers, and insurers in the financial services industry. With a commitment to innovation and client satisfaction, we empower financial institutions to navigate complex regulatory landscapes while enhancing client communication. Our cutting-edge technology and dedicated team ensure our clients meet regulatory requirements and deliver exceptional customer experiences.

**Role Summary**

As the Customer Success Associate, you will play a pivotal role in fostering strong relationships with our clients to ensure the successful adoption of InvestorCOM’s software. Collaborating with the cross-functional colleagues, you will engage with clients to provide an exceptional client experience through onboarding, adoption, renewal, and growth opportunities.

**What You Will Do**:

- Act as the point of contact for clients for technical support and troubleshooting, ensuring a deep understanding of client needs and expectations.
- Anticipate and proactively meet client needs to enhance client retention and satisfaction.
- Represent ‘voice of the customer’ by providing feedback on how we can better serve them.
- Collaborate with colleagues to manage a portfolio of client accounts and identify growth opportunities for clients to maximize the value of our solutions.
- Work cross-functionally with Product, Onboarding, and Marketing to improve client outcomes.
- Gather client feedback and monitor client satisfaction levels, implementing corrective measures as needed, and striving to maintain a high level of client retention.
- Conduct online and in-person presentations on product and account performance to clients.

**Experience Necessary**:

- 0-2 years of Enterprise SaaS account management, customer success or sales experience.
- Experience with Salesforce, HubSpot, and/or other SaaS tools an asset.
- Experience managing and supporting customers in a technology-driven environment.
- Experience creating surveys and data analysis an asset.

**What You Bring to the Role**:

- An understanding of wealth management and awareness of regulatory compliance trends.
- A finance-related background or a genuine interest in the industry.
- Naturally adept at problem-solving.
- A customer-centric approach, a passion for helping clients succeed, and strong relationship-building skills.
- A data-driven mindset and ability to analyze data trends.
- An ability to thrive in a fast-paced environment.
- Exceptional communication (written and oral) skills.
- A high attention to detail.
- Strong organization and time management skills.

**Location**:
This is a primarily remote role with periodic onsite requirements at our Brantford and/or Toronto, Ontario offices. You must be legally entitled to work in Canada.

**InvestorCOM is an award-winning company**:

- Hamilton-Niagara Top Employer 2018 - 2024;
- Employee Recommended Workplace 2018 & 2019; and
- Canada’s Top Small & Medium Employer 2018, 2020-2024

**We offer**:

- Group Health & Dental Benefits
- RSP Matching
- Profit Sharing Program
- Career Development and Training
- Parental Leave Top-up
- Team activities and events

**Who we are**:
We hire people who want to be a part of a collaborative, fast-paced and highly skilled team. Established in 1992, InvestorCOM is a highly entrepreneurial financial services company whose team members are passionate about what we can accomplish together. We choose team members who share and demonstrate our company values. The 6-Guiding principles that shape the way we work and how we collaborate are:

- Solutions Focussed - We think of possibilities and propose ways to resolve challenges.
- We are Family - This is your home away from home. We care about you.
- Better Together - Nature shows us that everything works best in harmony.
- Growth Mindset - We can't wait to see what you will accomplish.
- Embrace Challenge - Challenges strengthen us. We will get through this together
- Reduce Risk - Minimize threats that may impact our clients' success.

These guiding principles shape the way we work, how we collaborate, and succeed as a team.**_



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