Customer Success Lead

2 weeks ago

Etobicoke, Canada ShuffleSpace Full time

**The Role**

As we are a service based business, the Client Success team plays a pivotal role in our company’s success. The Team Lead role is mission critical, managing the relationship with new and existing clients. Staying close to the client and making sure that they are happy with the service and are looking forward to their next interaction with ShuffleSpace.

The goal is to deliver a “best in class” experience from the moment they step into the ShuffleSpace ecosystem and throughout their journey with ShuffleSpace. We want our clients to be delighted with each interaction and become long term advocates for us.

**Who we are**

ShuffleSpace is a tech enabled service company that has seen significant growth year over year since our launch. Our holistic solution leverages a unique blend of our technology, our processes, and the great work of our ShuffleSpace team. We build and maintain individualized virtual warehouses for our clients. All clients assets are photographed, cataloged and categorized in their virtual warehouse making it easy for them to manage their assets and have them transported to/from their desired locations.

Our solution solves our clients’ unmet need to easily access and manage their corporate assets so they can invest more time in building their end-state experiences. Through this logistics partnership, we become a seamless extension of our client’s team. Our solution not only minimizes a known frustration of these sectors, it also saves our clients time and money.

We work with a variety of companies, including some of the world’s largest consumer brands, with one goal in mind: to make our clients’ lives easier.

**Our Core Values**

**Client Focus**: We strive to know our clients so well that we know what they need before they know it We go beyond to exceed their expectations. When in doubt, we always choose the option that makes our clients’ lives easier.

**Creative Curiosity**: We don’t do things because that’s how it was done before and ultimately we do more with less. Our innate curiosity leads to better innovations for our clients, our team, our company, and society.

**Positive Attitude**: We come to work with an optimistic outlook and we want to make a difference. Today’s challenges are tomorrow’s opportunities for growth. Together, we value and develop each other’s diverse talents, initiative, and leadership.

**Startup mentality**: We want ShuffleSpace to succeed; through our discipline, dedication and hard work, we trust each other to accomplish our goals and build a sustainable future. We are accountable to each other to deliver each and every day.

**What we expect**

**Account Management**Establishing and maintaining strong relationships with our clients is essential. The CS team interacts regularly with our clients through order management and issue resolution as well as proactive check-ins to ensure they are getting the most out of our platform and service.
- Maintain and establish trust for all ShuffleSpace clients and internal stakeholders
- Map out CS processes for relationship management, order management, client onboarding, issue resolution etc. and build CS rep training to ensure a consistent experience across all clients.
- Manage a team of 3-4 CS reps, providing coaching and creating a motivating environment.
- As clients' needs may be time sensitive, you must thrive in a fast paced environment and be a quick thinking problem solver.
- Be the point person for issue escalations and ensure solutions are compatible with the client’s needs aiming to exceed their expectations.
- Collaborate closely with the sales, operations and other stakeholders to ensure a smooth client experience from onboarding and throughout the client journey.
- Gather and share critical insights into the client’s business through the ShuffleSpace CRM system
- Take ownership of the client profile in the CRM system to ensure accurate data entry, compliance and reporting
- Work with autonomy to support and provide actionable feedback and solutions to the leadership team

**Client Onboarding**

Onboarding is arguably one of the most important aspects of this role. The main goal of onboarding new clients is to ensure that each client gets the most out of our product/service, leading to increased retention, loyalty, and lower churn.
- Take ownership of the full-cycle client onboarding process, ensuring a smooth experience setting a great first impression of ShuffleSpace.
- Manage client expectations and key business outcomes with both internal and external stakeholders
- Ensure that clients are trained effectively and supported as they start to use our platform and service.

**What you need to succeed**

The main focus of the CS team lead is to make our client’s lives easier. You will thrive in this role if you have the following:

- Customer service skills: A deep understanding of customer service principles, best practices, and techniques
- Communication ski

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