Customer Success Representative

1 month ago

Toronto, Canada Teranet Full time

Who We Are

Teranet is Canada’s leader in the delivery and transformation of statutory registry services with extensive expertise in land and commercial registries. We also market insightful property and data solutions, as well as practice management automation to thousands of customers in the real estate, financial services, government, utilities, and legal markets.

To learn more about who we are visit our website:
Connect. Grow. Thrive Together

About the Role

Teranet is seeking a Customer Success Representative (CSR) to join our team and help grow the sales portfolio, reporting directly to the Senior Manager, Business Development and Training. In this role, you will be part of a high-achieving team, acting as a key contributor to Teranet’s growth and expected to provide both pre-sales support and post-sales support to the Account Executive.

The Customer Success Rep will also liaise directly with the marketing team to assist with coordination and execution of marketing campaigns to drive leads for the Account Executive as well as the Product Management Team, and assist with any changes/updates to the GeoWarehouse product or automated subscription workflow. An ideal person for this role is someone who has strong organization and multitasking skills, thrives on building relationships, and executes with the client as the top priority.

What will you be doing
- Pre Sales_- Research -the CSR will be active in sourcing contact information for the long list of prospects that the team is compiling for key segments within the sales portfolio- Project based, targeted communications-assist with the composition and delivery of communications as initial or follow-up outreach to generate sales opportunities- Populating or updating Salesforce Dashboard with prospect account or contact information- Assisting with virtual product demonstrations where needed, in concert with efforts by the Account Executive
- Post Sales_- Contact management -ensure studious collection of contacts within a new client for SFDC records -signing authority, billing/invoicing contact, admin contact, user/subscribers- Invoicing conduit -contribute to the collection of any custom invoicing requests and ensure expedited communication to Finance- Liaising with Customer Service Team -provide liaison assistance for ensuring all subscribers/users are set up by CST in an expedited manner and act as key contact if any back and forth is needed to ensure all users are set up in a timely manner- Training coordination -act as coordinator for training requests between customer and our training resource. Provide any necessary introductions and assist with any training scheduling if needed- Renewal process assistance -Support contract renewals by working closely with the product and sales team to assist with any cross-sell opportunities, invoice collection or other ad hoc tasks- Become a product expert and address customer inquiries for product and technical support- Manage client onboarding processes, including both on-site and remote product consultation, as well as detailed product training- Maintain a regular cadence of communication with customers and serve as the main point of contact for support escalations.
- Collaboration with Marketing_- Assist with rollout of marketing campaigns to create lead generation channels- Assist with managing lead flow into Salesforce dashboard and assist with communications to prospect targets to secure opportunity channels- Assist with trade show participation and execution, including collection of contacts who indicate interest in GeoWarehouse for follow-up
- Collaboration with Product Management_- Maintain close communication conduit with Product regarding any feedback from customers on workflows, interface navigation, product issues or fix requests- Assist sales with follow-ups or efforts to maximize Customer Care/client profile accuracy- Ensure prioritization efforts are made to maximize effectiveness of maintenance releases to growing customer satisfaction

About You- Post-secondary degree with 5 years of experience in sales, training or customer success roles- Exceptional organization, presentation, written, and oral communication skills- Functional knowledge of the real estate ecosystem, real estate data related products & technology an asset- Demonstrated aptitude for software product knowledge and sales success along with ability and interest to learn new software programs- Highly organized and adept at managing a territory of clients/accounts in concert with the Account Executive- Have the ability to diagnose, prioritize and drive resolution to customer escalations- Always puts the customer first and are comfortable building and managing client relationships- Empathetic, positive attitude with a desire to help customers drive value for their downstream customers and reach their goals- Have experience and appreciation for how product and strategy decisions are made, as well as how cross function teams inter

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