Client Success Specialist
4 weeks ago
**OUR MISSION**
The Canadian Press is Canada's bilingual national news agency, trusted by leading media brands to deliver fast, accurate and impartial reporting for more than 100 years. Our CP Images team is responsible for promoting, selling and providing customer service for a growing suite of solutions used by:
- **Media clients** such as The Globe and Mail, Toronto Star, La Presse, CTV, CBC, Yahoo, MSN and many more; and,
- **Public relations and communications professionals** at government, corporate and other organizations looking to earn media coverage and anticipate potential crises. We provide Canada’s only _media forecasting_ platform, alerting them in_ _real time_ to CP wire stories that will be published imminently by countless websites, or that are likely to appear in _tonight_’s radio/TV newscasts and/or _tomorrow_’s newspapers.
We’re revolutionizing the client-facing platforms used to access our content and services and seeking a bilingual Client Success Specialist with experience supporting SaaS solutions that serve editorial, PR, marketing and communications users.
**OVERVIEW OF THE ROLE**
Are you an excellent communicator with very strong relationship-building skills, eager to join a dynamic team that’s at the heart of CP’s revenue generation, customer service and product development initiatives? Are you known for providing first class customer service that leads to loyal and highly satisfied clients?
As the bilingual Client Success Specialist, you will be instrumental in providing excellent onboarding, training and customer service for all our products, especially for the new platforms being rolled out this year as we embark on an exciting journey to migrate clients to the next generation of our products.
**RESPONSIBILITIES**
- Set up and manage trial and client accounts, including building and updating search queries to surface relevant news content in our platforms and recommend search keywords/criteria suited to each user’s objectives.
- Perform regular client outreach to proactively offer one-on-one and group training sessions and to assess satisfaction and adoption/use of our services.
- Capture customer interactions and feedback in our CRM system, ensuring to alert the client’s account manager of potential issues and/or upsell opportunities ahead of client renewals.
- Provide support to and collaborate with Sales, Marketing, Product Development, IT and Editorial teams as needed, including preparing for product demonstrations, conducting online research and sharing customer feedback.
**SKILLS AND EXPERIENCE**
- Minimum 3 years’ experience in a client success or customer service role, preferably at B2B SaaS companies and/or media companies.
- Experience in industries that serve editorial, PR, marketing, communications and social media professionals is preferred, especially related to providing support for news and image archives and/or media monitoring tools.
- Excellent presentation, verbal and written communications skills in English and French are required.
- Fast learner who takes initiative and accountability and works well both independently and with cross-functional teams.
- Strong problem-solving, relationship-building and multi-tasking skills.
- University or college business commerce degree with a focus on communications.
**PLEASE APPLY BY May 26, 2023**
**Committed to a maintaining a safe and healthy work environment**
**Committed to diversity, equity and inclusion**
The Canadian Press is an equal opportunity employer. We are committed to fostering an inclusive, barrier-free and accessible environment and support the goals of employment equity. We respect all diverse groups, including but not limited to women, Indigenous Peoples, members of visible minorities and people with disabilities.
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