Customer Success Manager
3 days ago
**Your Role at Expedibox**
Expedibox specializes in the sale and operation of smart parcel lockers that connect, simplify, and optimize the shipping and receiving of parcels. As one of Canada's leaders, we are excited to expand our team and are looking for a bilingual Customer Success Manager to serve and retain our existing customer base. If you are dedicated and ambitious, Expedibox is an excellent place to grow your career. Don’t hesitate to apply
**Examples of Tasks**:
Onboarding new clients:
- Scheduling installation calls with clients
- Managing software integrations
- Acting as a point of contact before and after installations
- Providing post-installation training remotely to our clients
- Updating ongoing orders in our ERP and project management tool
Monitoring client satisfaction:
- Sending satisfaction forms and analyzing responses
- Communicating with carriers (Amazon, FedEx, Intelcom) to ensure optimal use of our parcel lockers
- Establishing clear retention goals and milestones for the client and employees to achieve
- Following up on cross-selling and up-selling with existing clients
- Ensuring client inquiries and requests are answered efficiently
- Optimizing existing processes within the company and actively improving all customer success initiatives
**Required Qualifications for the Position**:
- 3 to 5 years of experience in a customer success role
- Bilingual in French and English, both written and spoken
- Experience working with brand image and promoting value through customer experience
- Experience in analyzing and optimizing existing processes in a customer success department
- Extensive experience in project management with multiple stakeholders involved
- Experience in managing a diverse group and training each according to company standards
- Project Management and High Degree or Organizational Skills
- Demonstrates a high level of leadership and autonomy
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate for the use of the product to service to be solid
- Ability to establish milestones and keep all team members on task
- Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
**Work Environment**:
- Remote work most of the time
- Very good work-life balance
- Lots of autonomy
- Continuous development (professional training programs)
**Benefits**:
- Vacation and Compensatory Leave
- Flexible Schedules
- Wellness Programs
- Casual Dress Code
**Job Types**: Full-time, Permanent
**Salary**: $60,000.00-$70,000.00 per year
**Benefits**:
- Casual dress
- Paid time off
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Commission pay
- Overtime pay
Application question(s):
**Experience**:
- in a customer success role: 3 years (required)
**Language**:
- French and English (required)
Work Location: Remote
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