Customer Success Associate

2 weeks ago

Remote, Canada Amilia Full time

**Who we are**: Amilia is more than just a tech company - we’re a close-knit community made up of caring, entrepreneurial-minded individuals. Our multi-disciplinary team members will challenge and support you on every project. We care about our work, our colleagues, and our clients

**What we do**: We provide an eCommerce platform for activities and recreation. Our platform enables organizations to engage and connect with their community by making it easy to find, register, and pay for activities online.

**How we do what we do**:We provide all our team members with the tools and flexibility they need to succeed every day. We also put an emphasis on collaboration and encourage everyone to bring new ideas to the table, even if it’s outside of your department.

**Why we do what we do**: We’re not just here to sell software - we want to revolutionize the way recreation organizations leverage technology. Every Amilian is incredibly invested in our mission to disrupt the status quo and help our clients achieve great things.

**What you can expect**:
At Amilia, Customer Success is at the heart of our business. As a Customer Success Specialist, you will be instrumental in ensuring the success and satisfaction of our customers, primarily focusing on the SMB segment. You will serve as the primary point of contact for our client's post-implementation, guiding them through their journey with our products and partners to maximize value and achieve their business goals.

**You will be responsible for**:
**Account Management & Success**:

- Proactively identify growth opportunities, such as upselling and cross-selling, to drive revenue growth and maximize customer value.
- Develop retention strategies to accurately forecast renewals and mitigate risks to limit churn and secure longer contract renewals.
- Ensure successful product adoption by providing customers with resources such as knowledgebase articles, tutorials, and webinars.
- Collaborate with cross-functional teams to drive business-wide adoption and deepen product proficiency.
- Generate referrals and advocate for the Amilia platform within customer organizations.
- Act as the single point of contact for all account-related matters, managing a high number of customers across different stages of the account lifecycle.
- Conduct regular check-in calls and strategic business reviews to align objectives and outcomes.
- Serve as the customer advocate, providing internal feedback to improve service delivery and product offerings.
- Coordinate with internal teams to ensure service consistency and resolve customer issues effectively.

**Performance Data & Communication**:

- Maintain accurate records of customer interactions in our CRM (Salesforce) to ensure data integrity.
- Deliver effective documentation and communication of account activities to internal and external stakeholders.
- Monitor customer activity trends to assess potential churn risks and provide proactive guidance and action plans. Track and forecast key performance indicators (KPIs) and communicate account performance regularly.

**What we want from you**:

- 3+ years of experience in an account management role, preferably in B2B settings.
- Proficiency in MS Office Suite and CRM tools (e.g., Salesforce).
- Bachelor's degree or diploma in a relevant field.
- Strong project management skills and ability to chair meetings and host webinars at all organizational levels.
- Excellent English verbal and written communication skills in both French and English
- Ability to manage influence through persuasion, negotiation, and consensus building.
- Proven ability to collaborate and build strong relationships with customers. Experience in the e-commerce or SaaS industries, a strong asset.**What you will get from us**:

- A competitive and progressive salary;
- A group RRSP employer contribution up to 5%;
- A complete benefits package for you and your family;
- An Employee Assistance Program (EAP) and a Telemedicine service;
- A $750 wellness allowance per year;
- 4 weeks' vacation and 8 sick days yearly;
- The possibility of working in the office or at home, and up to 3 months abroad per year *conditions apply;
- A strong work-life balance: flexible hours, and year-round mini-Fridays;
- Skill development opportunities through engaging workshops, trainings, access to Udemy and opportunities to attend conferences;
- Companywide and team bonding activities to connect with your peers throughout the year;
- Weekly Bootcamp and Yoga classes for Amilia ;
- 25% discount on annual membership for STM and EXO;
- Up to 15 hours of group volunteering paid per year;
- In-office snacks, including fresh fruit baskets, coffee, beverages, and free drinks.

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