Customer Success Associate

3 months ago

Brantford, Canada InvestorCOM Full time

InvestorCOM is a leading provider of regulatory compliance software and communications solutions for wealth managers, asset managers, and insurers in the financial services industry. With a commitment to innovation and client satisfaction, we empower financial institutions to navigate complex regulatory landscapes while enhancing client communication. Our cutting-edge technology and dedicated team ensure our clients meet regulatory requirements and deliver exceptional customer experiences.

**Role Summary**

As the Customer Success Associate, you will play a pivotal role in fostering strong relationships with our clients to ensure the successful adoption of InvestorCOM’s software. Collaborating with the cross-functional colleagues, you will engage with clients to provide an exceptional client experience through onboarding, adoption, renewal, and growth opportunities.

**What You Will Do**:

- Act as the point of contact for clients for technical support and troubleshooting, ensuring a deep understanding of client needs and expectations.
- Anticipate and proactively meet client needs to enhance client retention and satisfaction.
- Represent ‘voice of the customer’ by providing feedback on how we can better serve them.
- Collaborate with colleagues to manage a portfolio of client accounts and identify growth opportunities for clients to maximize the value of our solutions.
- Work cross-functionally with Product, Onboarding, and Marketing to improve client outcomes.
- Gather client feedback and monitor client satisfaction levels, implementing corrective measures as needed, and striving to maintain a high level of client retention.
- Conduct online and in-person presentations on product and account performance to clients.

**Experience Necessary**:

- 2-4 years of Enterprise SaaS account management, customer success or sales experience.
- Experience with Salesforce, HubSpot, and/or other SaaS tools an asset.
- Experience managing and supporting customers in a technology-driven environment.
- Experience creating surveys and data analysis an asset.

**What You Bring to the Role**:

- An understanding of wealth management and awareness of regulatory compliance trends.
- An investment-related background or a genuine interest in the industry.
- Naturally adept at problem-solving.
- A customer-centric approach, a passion for helping clients succeed, and strong relationship-building skills.
- A data-driven mindset and ability to analyze data trends.
- An ability to thrive in a fast-paced environment.
- Exceptional communication (written and oral) skills.
- A high attention to detail.
- Strong organization and time management skills.

**Location**:
This is a primarily remote role with periodic onsite requirements (once per quarter, and additional days as requested by manager) at our Brantford and Toronto, Ontario offices. You must be legally entitled to work in Canada.

**InvestorCOM is an award-winning company**:

- Hamilton-Niagara Top Employer 2018 - 2024;
- Employee Recommended Workplace 2018 & 2019; and
- Canada’s Top Small & Medium Employer 2018, 2020-2024

**We offer**:

- Group Health & Dental Benefits
- RSP Matching
- Profit Sharing Program
- Career Development and Training
- Parental Leave Top-up
- Team activities and events

**Who we are**:
We hire people who want to be a part of a collaborative, fast-paced and highly skilled team. Established in 1992, InvestorCOM is a highly entrepreneurial financial services company whose team members are passionate about what we can accomplish together. We choose team members who share and demonstrate our company values. The 6-Guiding principles that shape the way we work and how we collaborate are:

- Solutions Focussed - We think of possibilities and propose ways to resolve challenges.
- We are Family - This is your home away from home. We care about you.
- Better Together - Nature shows us that everything works best in harmony.
- Growth Mindset - We can't wait to see what you will accomplish.
- Embrace Challenge - Challenges strengthen us. We will get through this together
- Reduce Risk - Minimize threats that may impact our clients' success.

These guiding principles shape the way we work, how we collaborate, and succeed as a team.**_

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