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Customer Success Representative

2 months ago

Scarborough Village, Ontario, Canada McCray Optical Supply Inc. Full time
About Us

Mccray Optical Supply Inc. is a leading provider of goods and accessories for the eyeglass industry, serving over 70% of the market in Canada. Our services encompass a wide range of categories, including education, service, and repairs, eyeglass customization, clip-on frame manufacturing, chemical manufacturing, small pliers and hand tools, lenses, eyeglass accessories, liquid cleaners, cleaning cloth, and small machinery.

Job Title: Customer Success Specialist

Salary: $50,000 + performance-based commission

Job Summary:

As a member of the Customer Success Team, you will be the primary point of contact for our clients, responsible for ensuring their satisfaction and identifying cross-selling opportunities through your understanding of their individual needs. Your role will allow us to better understand our customers through frequent communications and feedback, creating a positive loop of improvement and subsequent increased sales developed through trust and a genuine desire to see them succeed.

Responsibilities:
  • As a member of the Customer Success team, you will have a broad ownership across the following areas: Onboarding, Customer Success, Support, and Documentation
  • Customer Reactivation: Identify and reach out to inactive customers to re-engage them with our products and services. Develop and implement personalized strategies to win back and retain customers, ensuring their needs are met and their satisfaction is restored.
  • Understand the challenges facing our ideal customer profile (ICP) and come up with creative solutions to meet their needs and provide them with additional value
  • Upselling new products or services in conjunction with marketing our department
  • Understand customer needs and thoughts through regular, proactive interactions. Build and maintain strong, long-term relationships with clients by understanding their business goals.
  • Collaborate with Marketing, Product, and Design to share customer feedback on how to improve the product
  • Create performance reports, and insights for management. Regularly check in with clients to identify potential issues, provide proactive solutions, and relay feedback to management.
  • Retention Strategies: Develop and implement strategies to enhance customer satisfaction and retention. Identify at-risk customers and take proactive measures to address their concerns.
Requirements:
  • Well-organized; capable of meeting deadlines without direction
  • Exceptional interpersonal and persuasive skills
  • Ability to handle stressful, client-sensitive matters with equanimity and professionalism
  • Enjoys working with people in a fast-paced, changing work environment
  • Self-driven and motivated
  • Familiarity with Hubspot
  • Strong understanding of Excel and ability to formulate clear and concise spreadsheets to present data and analysis
Location:

Scarborough, Ontario

Job Type:

Full-time, Permanent

Benefits:
  • On-site parking
  • Store discount
  • Wellness program
Schedule:
  • 8 hour shift
  • Monday to Friday
Experience:
  • Customer service: 2 years (required)