Customer Success Specialist

3 weeks ago

Ottawa, Canada DashQ Full time

**About DashQ**:
At DashQ, we're pioneering a transformative approach to the way people find, secure and connect with rental housing. As an innovation-led and customer-obsessed company, we leverage cutting-edge technologies to evolve housing from a mere commodity into a deeply connected community. In an environment where housing supply is limited, it has never been more critical to fix the inefficient systems that act as hurdles to accessing the limited supply we do have.

Solving critical problems requires a strong team with an aligned set of values - candid communication, curiosity, and an unyielding character are more than values at DashQ - they're our foundation for creating meaningful impact, both for our community and self-growth. We are dedicated to not just meeting but exceeding our customers' expectations by consistently pushing the boundaries of what is possible.

If the thought of passionately diving into high-impact challenges excites you, and if you thrive in an innovative and customer-centric environment, then DashQ is exactly where you belong.

**About the Role**:
As a Customer Success Specialist, you teach and guide clients towards their business objectives within DashQ. You are skilled and solutions-oriented with a keen knack for building relationships and finding ways to help people learn and master new concepts. You are comfortable guiding people along their training journeys and take great pride in the outcomes you deliver.

**Key Responsibilities**:

- Lead group and individual training sessions, in a variety of formats, to educate client stakeholders on how to successfully use DashQ
- Develop relationships to understand individual user needs to build & execute customized training and coaching programs
- Act as a first point of contact with users and triage, from start to finish, client feedback into internal teams (product, engineering, and data) for bug fixing, product enhancements, and solutions
- Utilize DashQ to gain expert insights into the product, usage, and troubleshooting
- Review client outcomes regularly to determine how to optimize their performance
- Contribute to a client-facing Knowledge Base to provide users with self-serve training and support options
- Help clients understand the ROI that DashQ provides and help them communicate that value internally within their organizations
- Train and coach users to adopt new products and features that increase their ROI on DashQ

**We're looking for someone who**:

- Loves helping people learn new technology, and uses a variety of approaches to address multiple learning styles
- Is excited about providing customers with an exceptional experience
- Loves working in an environment that requires quick thinking
- Is hungry to learn
- Is constantly experimenting with new ways to solve problems & connect with people
- Is excited to join a small team and pitch in anywhere and doesn't get discouraged by challenging problems
- Loves exceeding adoption & retention targets and making bonuses to drive the business forward

**Qualifications**:

- 3+ years experience successfully helping people to use and master new technology
- Experience managing, from front to back, support tickets via ticketing management tools (i.e. Intercom, Jira, etc)
- Exceptional ability to communicate and foster positive business relationships
- Excellent interpersonal, verbal & written communication, analytical, and presentation skills
- Proactive problem solver
- Experience working in real estate or prop-tech is a plus

**Benefits**:
In addition to the growth and impact you'll have at DashQ, we offer competitive salaries along with the following benefits:

- Competitive performance-based bonus structure
- Full health benefits, including medical, dental, and vision insurance for employees and their families
- Three weeks of paid vacation and all standard paid holidays
- Fun team socials and events

**Job Compensation Range**:
The total compensation range for this role is $50,000.00 - $65,000.00. DashQ offers a competitive total rewards package which includes a base salary, comprehensive benefits, and a bonus. Exact compensation is determined based on several factors including experience and skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting team during the hiring process.

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