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Customer Support Specialist

4 months ago

London, Canada LBMX Full time

**LBMX is growing again...**

We are seeking a **Customer Success Specialist**

LBMX is a dynamic and growing software solutions company with a global footprint, located in London, Ontario. As we continue to grow, we are seeking talented, compassionate, and driven individuals to join our team as a Customer Success Specialist, reporting directly to our VP of Customer Success.

We offer great careers to good people, who care about doing a good job, and enjoy being part of a team where you and your hard work are valued.

Come help us make LBMX a better company and an even better place to work

**Position Description**:
LBMX is the global leader in providing private marketplace solutions to Buying Groups and Purchasing Co-operatives. LBMX also provides a rapidly growing public marketplace in Supply Cloud to further connect groups of buyers/distributors and suppliers. Our marketplaces are designed to seamlessly enhance the trading relationship Groups and individual buyers/distributors have with their supplier partners through powering their electronic trading relationship from procurement to payment.

We are looking for a Customer Success Specialist to establish relationships with existing clients aimed at enabling their further engagement within our Supply Cloud network. This role will analyze current customer’s performance and will work with them to suggest methods through which they can maximize their monthly investment. A moderate level of computer competency is required.

**Responsibilities**:

- Determine the correct decision makers at partner organizations using our CRM, LinkedIn and leveraging existing contacts.
- Facilitate and run meetings with customers, identify requirements, and provide project updates.
- Identify unrealized opportunities and work with customer to maximize those opportunities.
- Analyze trading partner data and build presentations to convince partners to engage more on the LBMX Supply Cloud platform.
- Analyze the set-up and effectiveness of customer account configurations
- Act as a customer advocate, while owning all customer issues that may arise.
- Follow-up and correspond with customers as required to meet project deadlines.
- Demonstrate commitment and professional approach to providing above average customer service.
- Identify sales opportunities and work with internal sales to towards a successful close.
- Maintain all customer data properly within our CRM.
- Meet all job metrics related to customer interactions & touchpoints.
- Other duties as assigned.

**Skill Requirements**:

- Strong verbal skills and ability to develop rapport with people over the phone and through video messaging software such as Microsoft Teams.
- “Don’t take no for an answer” attitude.
- Ability to build rapport with customers and develop relationships to influence partner decision making.
- Enthusiastically work closely with others in a positive team environment.
- Ability to review and comprehend technical business requirements documentation.
- Understanding of basic business documents such as invoices, purchase orders, purchase order confirmations, etc.
- Strong attention to detail. Effective problem-solving and problem-prevention skills.
- Independently manage multiple projects from start to finish, while managing time effectively to meet deadlines.
- Competent and comfortable in the use of computers, including standard business software such as Excel, Outlook, and Word.
- Willingness to eagerly take on new tasks as required.
- Proven ability to self-manage and function effectively in a professional environment.
- Must be fluent in English (reading and writing).

**Experience Required**:

- Two or more years of relevant job experience including but not limited to vendor management, account management, Customer Success Representative, etc.
- _OR_Post secondary education (Diploma or University Degree)

**Nice to Have**:

- Understanding of data files in various forms (i.e. CSV, Excel, XML, etc.) and accompanying file layouts.
- Exposure to various Accounting/ERP/POS systems (Infor SXe, Epicor Eclipse, SAP, etc.).
- Knowledge of how B2B payments are executed.
- Knowledge of using JIRA, Salesforce, and Zendesk.

**The Perks of Working with us**
- Competitive salary and benefits including a health spending account and employee assistance program
- 3 weeks vacation to start with additional paid “LBMX holidays” throughout the year
- Company matched GRSP contributions
- Education subsidies for job related courses
- Maternity/Parental and Compassionate Care Leave Top Up Program
- A healthy work/life balance
- Flexible Summer Hours
- $600 Staples Allowance for new hires
- Named one of Canada’s Top 100 Small & Medium Employers (2022, 2023)

**About LBMX Inc**.

At LBMX, we care about shared prosperity and believe in the power of independent businesses and their buying groups to create sustained economic growth. This belief comes from two decades of providing the world’s only group focuse