Customer Success Specialist

4 days ago

Richmond Hill, Canada BookJane Full time

The purpose of this role is to be responsible for the overall client success and satisfaction with the services from BookJane and the growth of our existing clients. **The Customer Success Specialist, through regular and professional engagement with all facility levels of our clients, ensures that our clients are achieving the desired results from the BookJane and Suite of Products/Services. **The Customer Success Specialist will be responsive, communicate effectively internally and with our clients, and become the expert in the full suite of products and extended services.

This Customer Success Specialist reports directly to the Senior Manager of Customer Success; however, for all daily duties, the Specialist will work with a Customer Success Manager in their respective clients/territories.

**Key Deliverables**

**Client Relationship**

**Client Product Success**
- The CSS is responsible for assisting our clients in leveraging the full capabilities of the BookJane Suite of Products to ensure increased adoption at all levels, including Corporate, Facility, and Team Member users.
- The CSS is the client’s conduit to all resources available from BookJane, including, but not limited to, training, J360, and extended teams.

**Product Growth**
- The CSS is responsible for being the client's voice, enhancing and growing the product suite through feature requests and understanding their territory’s current and future needs.
- The CSS will engage with the clients to uncover product enhancement needs and submit on behalf of the client's feature requests, which will be a crucial driver for future product development.

**Client Growth - Cross/Up Sale**
- Engage with our clients to uncover client challenges and needs and partner with the Sales team to drive additional revenue from existing clients

**Responsibilities**:

- Follow company principles on a daily basic Responsiveness, Dynamic Thinking, Going Above and Beyond, Expert Guidance, Integrity, Business-Focused Technology.
- Coordinating with internal and external parties as needed to deliver on our SLA to our clients.
- Work with customers, internal teams, partners and suppliers to establish communication and manage expectations.
- Ensure client-facing operational activities are routed quickly and efficiently and escalated when necessary.
- Become an expert in the full BookJane offering and all its features and functionalities.
- Additional ad-hoc duties as required

**Qualification and Skills**
- Client-focused, energetic and solution-oriented.
- Strong analytical skills with deductive reasoning capabilities.
- Analytical, organized, detail-oriented and able to make objective and critical evaluations and resolutions.
- Ability to work independently and creatively while maintaining tight deadlines and holding project accountability.
- An expert with BookJane Suite of Services.
- Ability to deliver outstanding service in a constantly evolving environment.
- Ability to work under pressure.
- Interest in acquiring technical and business knowledge relating to one or many customers.

**Key Performance Indicators**
- Revenue Per Facility Location, OnDemand Shifts Per Facility Location, User Adoption Rates Per Facility Location
- Client Retention and Satisfaction
- Evaluation from superiors and peers
- Complete deliverables on-time
- Communicate ahead of time in the event of delays to deliverables

**Location**

This position is based in Toronto, Ontario. Regular office hours are 9:00 a.m. to 5:00 p.m.; off-hours work may be required during projects.

Pay: $37,484.29-$71,734.48 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Paid time off
- Stock options
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 2 years (preferred)

Work Location: Hybrid remote in Richmond Hill, ON L4C 3C7

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