Customer Success Specialist

3 weeks ago

Edmonton, Canada NAIT Full time

**Please Note: This competition is limited to current salaried NAIT staff.**

This position also provides a consultative sales element with each direct customer exchange and lead generation. It offers the chance to delve into customer issues and engage in post-interaction follow-up, fostering customer relationships that revolve around delivering the ideal product or service to establish value and cultivate trust.

This position reports to the Manager of Operations Enablement.

**Key Responsibilities**:
**Continuous Improvement and Feedback**
- Continuously assess and improve customer success processes and strategies.
- Solicit feedback from students and colleagues to identify areas for enhancement.
- Stay updated on industry best practices and trends in customer success and adult education.
- Share insights and recommendations with the Executive Director to align C&CE services with NAIT's strategic goals.
- Identify improvement areas on website, webforms, etc.

**Issue Resolution and Student Support**
- Investigate and address student issues related to course content, schedules, access, or other administrative matters.
- Collaborate with relevant departments to resolve complex issues efficiently.
- Maintain detailed records of student interactions and issue resolutions.
- Proactively identify trends in student concerns and work with the relevant areas to assist in preventing recurring issues.
- Assist and collaborate with C&CE staff with outreach to prospective or current students.

**Skills & Abilities**:

- Ability to foster effective working relationships.
- Strong initiative, organization skills and attention to detail.
- High proficiency in Microsoft Office, and CRM software.
- Ability to work under pressure and meet tight deadlines
- Build trust, communicate effectively, innovate, collaborate with others, and solve problems creatively

**Qualifications**:

- Related post-secondary diploma, a degree is an asset
- Minimum of two years' experience in developing and executing customer service strategies/tactics to reach a wide range of target audiences.
- Experience in Salesforce considered an asset.

Applicants with education credentials earned outside of Canada should have their credentials evaluated by World Education Services or the International Qualifications Assessment Service (IQAS).

**Remuneration**: $55,138.46 - $72,519.72 annually, plus a comprehensive benefits package. (Classification - Advisor/Specialist l).
- This position is covered by the Alberta Union of Provincial Employees (AUPE) Collective Agreement._

**Please submit a resume and cover letter to be considered for this opportunity.**

**About NAIT**

We are proud to have been named one of Alberta’s Top Employers for 13 consecutive years. Being part of a community that makes a difference in the lives of students, staff, industry clients and partners, NAIT’s culture reflects our shared values of respect, collaboration, celebration, creativity, and accountability.

People are what make NAIT great, and we prioritize the employee experience. We offer benefits and unique perks focusing on health and wellness, work-life balance, recognition, and professional and personal growth. In addition to excellent vacation time, we offer paid time off between Christmas and New Year's.

NAIT supports a flexible work environment, enabling staff to request approval for on-campus, off-site, or hybrid work arrangements based on the nature of the role. Please note that remote positions require employees to reside within Canada.

LI-JN1 #LI-Hybrid #LI-DNI

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