Customer Experience Transition Specialist

1 week ago


Greater Toronto Area, Canada Enhesa Full time

We are seeking a highly organized and customer-focused Coordinator to join our team on a 10-12 month contract. The Customer Experience Transition Specialist will play a critical part in the successful upgrade and migration of over 400 customers from our legacy SaaS platform to the NextGen version.

Key Responsibilities
  • Plan, track, and manage the upgrade process for each customer, ensuring timely and successful transitions to the NextGen platform.
  • Serve as the primary point of contact for customers throughout the migration, providing clear guidance, setting expectations, and addressing questions or concerns.
  • Organize and deliver training sessions, resources, and materials to ensure customers are well-equipped to use the new platform.
  • Collaborate with the Account Management team and Platform Support Team to align on customer needs and expectations, and escalate issues as necessary.
  • Troubleshoot challenges that arise during the upgrade process and collaborate with technical teams to resolve them.
  • Maintain detailed records of upgrade progress and customer interactions, ensuring project visibility and transparency and producing regular reporting for management on progress.
Requirements
  • Proven experience working directly with customers, preferably in a SaaS or technology-related environment.
  • Demonstrated project management experience, with the ability to juggle multiple priorities and meet deadlines.
  • Exceptional organizational skills and attention to detail.
  • Strong communication and interpersonal skills, with the ability to build trust and rapport with diverse customer groups.
  • Experience coordinating training or onboarding programs is a plus.
  • Familiarity with SaaS platforms and technical concepts (preferred but not required).
  • Experience with Confluence, JIRA, and Monday.com or Miro is a plus.
  • Minimum 3 years experience in customer-facing roles such as customer success, customer support, account management, etc.
  • Experience in the EHS, ESG, or compliance space is a plus.
  • Experience with international business context is preferred (international client base and/or international company setup).
What We Look For

We're interested in smart, independent individuals with a record of working on successful teams and supporting great products. If you thrive in a fast-paced environment and enjoy guiding customers through transformative change, we want to hear from you.

$85,000 - $110,000 per year, depending on experience and qualifications.



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