Customer Success Representative

6 months ago

Edmonton, Canada Titan Logix Corp. Full time

The **Customer Success Representative** is the first point of contact for Titan’s end-use customers and represents the voice of customer within our organization. The **Customer Success Representative** is passionate about helping customers resolve issues and realize the value that our products and services bring to the market. In addition to customer-facing support, the **Customer Success Representative** is a critical source of feedback on how Titan can improve our products and services to better serve the entire mobile liquid transportation market.

**Duties and Responsibilities**:

- Manage and maintain the service pipeline from call to resolution, using the Hubspot CRM to log, track, and resolve service tickets
- Escalate service tickets as needed to the relevant technical resources and advisors
- Document Customer Success processes and procedures in collaboration with the Customer Success Manager
- Collaborate with the Customer Success Manager, Marketing Manager and Product and Engineering teams to provide feedback and support on product training content for internal and external stakeholders.
- Gather and analyze customer service information, recommend and implement process improvements, as necessary, to provide the best overall customer experience
- Present service-related insights to the company at the monthly company meeting, including metrics on customer calls: common themes, feedback, and tickets
- Occasional scheduled on-call customer support required during evenings and weekends
- Provide back-up support to the Inside Sales function
- Some travel within Canada and the USA may be required

**Experience and Skillsets**:

- Post-secondary education in a relevant discipline
- 2-5 years experience in a customer-facing role, such as technical support, customer support, or inside sales.
- Document Control and/or Communications experience an asset
- Experience using a CRM or ticketing software platform, Hubspot considered an asset
- Experience using an ERP system an asset
- Experience assembling, repairing, or troubleshooting electronics considered an asset
- Experience in the trucking, liquid measurement, or Petrochemical industry is an asset
- Ability to manage multiple customer issues at once, prioritizing accordingly
- A self-starter, motivated and excited to collaborate on building training programs

**What will make us REALLY love you**:

- Interested in aligning with Titan’s corporate core values
- Organized, goal-oriented, self-starter, with a team focused mentality
- Excellent written and oral communication skills with the ability to produce clear documentation for both colleagues and customers
- Friendly, willing to collaborate with multi-disciplinary teams

**What you’ll love about us**

**Company Culture **- Titan’s culture is built on the foundation of our core values - _Collaboration_, _Innovation, Curiosity, _and _Accountability. _And we also know how to have fun, with weekly clashes, winter and summer Olympics, and employee recognition events.
**Work/Life Balance **- 3 weeks holidays to start, flex days, and work that stays at work
**Career Growth Opportunities** - This is an exciting time to be a part of the Titan team. We are growing in the mobile liquids measurement industry, building on a foundation of proven success.
**Great Benefits **- Titan offers attractive medical benefits for employees and their families, paid time off, flex days, and annual performance reviews.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Employee stock purchase plan
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off

Schedule:

- Monday to Friday

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Employee stock purchase plan
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off

Schedule:

- Monday to Friday

Work Location: In person

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