Client Success Specialist

5 months ago

Mississauga, Canada Symcor Inc. Full time

About Symcor

Symcor enables secure data exchanges and supporting business processes, to help clients succeed in an evolving digital world. Trusted by Canada's largest institutions for over 25 years to support their digital transformations, Symcor aligns industry participants to solve common challenges in the most effective and efficient way.

The Opportunity

The Client Success Specialist ("CSS") is a Client advocate who fosters a client centric culture within Symcor. Working in partnership with the assigned Client Success Senior Manager, the CSS is responsible for working with Symcor's internal stakeholders and clients to resolve client issues, identify and implement service improvements and drive meaningful Customer Experience improvements.
Although not a requirement, being fluent in French would be a great bonus
This role is truly hybrid and doesn’t require any mandatory in office days but we request that the applicant be able to travel to the site for company and team events.

**About The Role**:

- Primary point of contact to facilitate the resolution of Client inquiries, billing issues, process clarifications, complex escalations and urgent service delivery challenges. Ensure that issues are resolved with care and urgency leading to exceptional client experience.
- Identify service delivery trends, gaps related to processes, reporting or data integrity, and customer pain points and make recommendations to streamline, improve and automate processes that will enhance delivery for exceptional Client business experiences and optimize service delivery processes.
- Plan and implement service improvement processes and procedures that remediate gaps and directly influence Client Experience and reduce Customer effort.
- Prepare estimates, cost/benefit analysis and requirements analysis for proposed changes. Responsible to communicate with internal and external stakeholders on the status of initiatives.
- Gather "Voice of the Customer" feedback by leading monthly one -on-one and group interactions with Symcor's clients.
- Use feedback to evaluate effectiveness of service improvement plans and ensure CSAT goals are met or exceeded.
- Provide regular updates to Senior Leadership Team.
- Provide data for updates at Monthly Governance level Client Meetings. Document, maintain and track meeting notes and actions and ensuring timely uploading to a central artifact repository. Further artifact management may include but not limited to tracking and uploading of Contractual Obligation Documents.
- Collaborate with internal stakeholders to ensure client requests/contractual obligations are met, Client expectations are exceeded, and effective and efficient quality service is provided in accordance with policies, procedures and Service Level Agreements (SLAs). Gather client requirements for annual CCS tax season and communicate to internal stakeholders to ensure awareness.
- Provide input, update and/or produce a variety of reports, and other documentation (e.g., execution, trend / performance / status reports, internal and external presentations, etc.) ensuring accuracy and within established timelines to inform key internal and external stakeholders.
- Track, analyze, and communicate key metrics, KPI targets and business results in order to continuously improve business operations, and to further develop key relationships.

**What You Need To Succeed**:
**Education**:

- College or University degree or equivalent work experience.

**Experience**:

- 2 - 5 Years in Customer Service or Client Relations
- Good understanding of current operations, advanced level understanding of ECM process and procedures, customer service, analytics, problem solving, collaboration, time management

**Skill Requirements**:

- In depth knowledge of Symcor PPS, CCS and COR IQ services
- Account Management experience an asset
- Demonstrated skills as a Customer Satisfaction advocate
- Business acumen
- Leadership, listening and problem-solving skills
- Expert Communication skills
- Knowledge of ITIL v3
- Knowledge of Symcor's Enterprise Incident and Problem Management procedures
- Knowledge of Symcor's Change Management Process
- Computer skills (i.e. Excel, access, Word, PowerPoint)

What’s In It For You

At Symcor, we define our success by what we help others achieve. We were created to support our clients and, through our products, services, and solutions, protect and strengthen their brands. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program that includes a competitive compensation package, flexible benefits and time away options, retirement and savings plans and a commitment to your overall health and well-being through our myWell-being program.
- Leaders who support your development through coaching and managing opportunities.
- Ability to make a difference and lasting impact.
- Opportunities to do challenging work an

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