Customer Success Manager

3 weeks ago

Quebec City, Canada Paradocs Mountain Software Full time

**_Are you a happy mix between a tech pro and a customer service king? Do you aspire to be part of a growing company? Are you fluent in both French and English? And you know all about ski resort operations?_**

*
Who is Paradocs?*
We are a tech start-up that develops an integrated solution for the beautiful ski industry We describe ourselves as a mountain partner for resorts. Sharing a common passion for snow sports with our clients, we strive to provide them with an outstanding service that addresses their needs and ultimately allows skiers/boarders to have the best experience on the mountains.

*
Your role as a Customer Success Manager?*
- Reporting to the Vice President of Research & Development, the Customer Success Manager ensures that each and every one of our customers receives the best possible support during their interactions with Paradocs, to foster long-term commitment and optimal use of our product._
- As Customer Success Manager, you will have 3 main mandates: _

**_INTEGRATION MANAGEMENT_**
- Coordinate the integration of Paradocs products with new customers (integration planning, data migration, server installation, etc.);
- Provide overall integration project management;
- Perform user workstation preparation (configuration and physical installation of workstations);
- Provide first time use support (basic setup and navigation) for each new customer to assist with activation;
- Contribute to continuous improvement to the integration plan.

*_
TRAINING/DEMONSTRATION_*
- Conduct presentations (phone, online, etc.) of Paradocs products as needed by potential customers;
- Analyze customer needs and prepare training plans;
- Adapt or customize training content to provide an optimal customer experience;
- Train the trainers at our clients' sites;
- Deliver individual and group training (online and in-person);
- Participate in the development of training tool content;
- Manage the training schedule for clients;
- Manage custom training time banks;
- Monitor and stay on top of customer needs to analyze opportunities to improve their experience;
- Collaborate in the identification, development and implementation of tools, processes, procedures and work methods to improve service efficiency.

**_CUSTOMER SUPPORT_**
- Provide effective analysis and diagnosis on complex incidents by asking key questions that can lead to first contact resolution or assignment of the ticket to the appropriate department;
- Triage incoming requests based on the urgency of the situation and based on the resources needed to resolve the issues;
- Act as a liaison between the development team and the customer support team during the problem resolution period;
- Provide timely support and diligent follow-up with users until requests are resolved;
- Document and update in detail each intervention in the ticketing system;
- Work closely with all team members to ensure effective customer and user support;
- Utilize and refer to existing documentation to provide adequate support and participate in its continuous improvement;
- Participate in maintaining and updating the help desk as well as internal documentation and procedures in collaboration with the team;
- Contribute to the continuous improvement of processes.

*
Ideal profile for a Customer Success Manager?**
- Bilingual (fr / en) both orally and in writing
- Ability to take charge of files, to manage priorities and to be proactive in finding solutions
- A facility to understand a complex case, to analyze a problem and to make it understandable for the team
- An interest in working in a collaborative and fast-paced environment
- Ability to establish a trusting relationship with each client in order to facilitate collaboration and anticipate needs
- Ability to proactively listen and advise each client in order to meet their needs
- Ability to understand the reality and needs of ski areas and ski/snowboard enthusiasts

*
Required Experience and Qualifications*
- Level of education: college
- 1 to 3 years of experience in customer support
- Experience in the ski industry (major asset)
- Excellent computer skills
- Ability to perform customer support
- Ability to perform project management
- Advanced training skills
- Excellent writing skills (fr/en)
- Experience with support management principles and tools (Zendesk, Jira Service Desk)

*
Other information*
- _In order to provide quality service to our customers, it is necessary to ensure availability (in rotation) for our customers between _8:00 am and 8:00 pm during the weekdays, and_ on holidays and weekends._

*
Our working conditions*
- Some of the best conditions in town for mountain and tech enthusiasts_
- Flexible schedule
- Group insurance paid 50% by the employer
- Tele-medicine
- RRSP with employer contribution
- Tele-medicine with Dialogue
- Corporate Performance Sharing Program
- Access to our corporate ski and Mtn Bike passes (which is a great benefit for ski or board enthusiasts)
- Access to our fleet of mountai

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