Customer Success Specialist

2 months ago

Waterloo, Canada Driftscape Full time

**Join our Team**

After another incredible year, we're expanding our Customer Success team and looking for an enthusiastic go-getter to join us as Customer Success Representative in a 20-hour/week part-time role. If you have at least three years of experience in handling the day-to-day management of customer relationships, this is your chance to shine at Driftscape, the fastest-growing Canadian software company for Digital Exploration and Tourism

**Role and Responsibilities**:
In this pivotal role, you’ll be a key player in driving our company’s growth. Here’s what you’ll be doing:

- **Customer Relationship Management**: Build and maintain strong, long-lasting customer relationships to drive retention and loyalty. Act as our clients' primary point of contact, ensuring their needs are met and exceeded.
- Promptly respond to all customer inquiries, providing the necessary resources and information to ensure their success.
- **Churn Prevention**: Proactively identify customers at risk of churn and implement strategies to mitigate these risks. Address customer concerns and issues before they escalate.
- **Technical Expertise**: Develop a deep understanding of our product line, including complex features and integrations, to provide expert guidance and customer support. Assist clients in navigating the technical aspects of our offerings and help them maximize their value.
- **Cross-Functional Collaboration**:Work closely with Sales, Product, and Support teams to ensure seamless communication and a unified customer experience. Provide feedback to internal teams to improve products and services based on customer insights.
- **Creative Problem-Solving**:Think creatively to resolve customer challenges and tailor solutions to their unique needs. Develop innovative approaches to improve customer satisfaction and success.
- **Customer Onboarding and Training**:Guide new customers through the onboarding process, ensuring they understand and can effectively use our product. Provide ongoing support and resources as needed.

**About You (Skills and Qualifications)**:

- You’re a natural problem-solver who enjoys coming up with creative solutions to complex challenges.
- You thrive in customer-facing roles and are passionate about building lasting relationships.
- You have a strong technical aptitude and are excited about learning and mastering new cloud-based and mobile products.
- Experience with the following tools is an asset: Google Workplace, spreadsheets, CRMs (Hubspot), ticketing and knowledge base systems (Freshworks).
- You’re proactive and can anticipate customer needs, addressing issues before they become problems.
- You’re collaborative and enjoy working with different team members to deliver the best possible customer experience.
- You have excellent verbal and written communication skills and can explain complex concepts in a clear and friendly manner.
- You’re resilient and adaptable, able to manage multiple priorities in a fast-paced environment without losing focus on the details.
- You are interested in a part-time role that allows you to flex work around your personal life with potential for opportunities to expand your work and responsibilities over time.

**Education and Experience**
- College or university degree in business or arts is a plus.
- Alternatively, 3-5 years of experience in Customer Success is required.

**Why Join Us?**

Experience Customer Success in a thrilling new social enterprise that’s revolutionizing exploration and discovery Our cutting-edge platform transforms storytelling and experience-sharing for destinations, making visits more interactive and creating unforgettable connections for travellers.

Here’s what we offer:

- **Fast-Track Your Career**:Join a rapidly growing startup with phenomenal career growth opportunities. Your journey with us is just beginning
- **Collaborative Team**:Our team works together seamlessly, leveraging each other's strengths and ideas to achieve common goals and drive innovation.
- **Impactful Work**: Every day, your efforts will help shape our company and the experiences of countless users. Your work here isn’t just a job—it’s a chance to make a real difference
- **Remote Flexibility**:Enjoy the freedom to work remotely, and manage your own hours, allowing you to balance your work and personal life seamlessly.
- **Discover and Learn**: While working with us, you'll uncover fascinating facts about North America, enhance your general knowledge, and gather great conversation starters for any social setting.
- **Multifaceted Learning**:As a part of our dynamic startup, you’ll wear many hats, gaining diverse skills and experience across different areas of work. No two days are the same, and the opportunities for growth are endless
- **Work-Life Balance**: At Driftscape, we encourage a healthy work-life balance.

**About Us**:
Founded in 2017, Driftscape is a Canadian startup revolutionizing exploration and discovery

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