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Customer Success Specialist

2 months ago

Montreal, Quebec, Canada Vention Full time

About Vention

Vention is a leading provider of innovative solutions for industrial automation and manufacturing. We are committed to empowering our customers with cutting-edge technology and exceptional support.

Role: Customer Experience Specialist

We are seeking a highly motivated and customer-centric individual to join our growing team as a Customer Experience Specialist. In this role, you will play a vital part in ensuring the success of our customers by providing technical expertise, guidance, and support throughout their journey with Vention.

Responsibilities:
  • Become a subject matter expert on Vention's flagship products and assist customers in maximizing the value of their equipment.
  • Provide comprehensive support to customers throughout the sales cycle, streamlining their experience and fostering strong relationships.
  • Conduct post-sale training sessions, including technical onboarding, assembly instructions, maintenance procedures, and technical support for equipment commissioning.
  • Develop and implement strategies to enhance client onboarding into the Vention ecosystem, ensuring a seamless transition and positive user experience.
  • Proactively identify and resolve potential logistics or delivery issues, serving as the primary liaison between operations, sales, and customers.
  • Process operational tasks such as order processing, order follow-up, returns, and customer support inquiries.
  • Engage in proactive post-sale nurturing journeys with clients to ensure their satisfaction and success during deployment.
  • Monitor and analyze Net Promoter Score (NPS) survey results, providing valuable insights to the organization.
  • Participate in weekly case meetings, contributing to the identification of opportunities for improving customer service and the overall customer experience.
  • Drive continuous improvement projects that have a positive impact on the customer journey.
  • Lead feedback sessions with our operations and quality teams, gathering valuable input to enhance our processes and services.
Qualifications:
  • A genuine passion for delivering exceptional customer service and a keen ability to understand and address customer needs.
  • A technical background is highly desirable, as this role requires a strong understanding of our products and technologies.
  • A demonstrated interest in operations and logistics, with a focus on ensuring smooth customer delivery experiences.
  • A commitment to continuous improvement and a proactive approach to identifying and implementing solutions.
  • Excellent communication skills, both written and verbal, with the ability to present complex information clearly and concisely.
  • Strong interpersonal skills and the ability to build rapport with customers from diverse backgrounds.
  • The ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously.