Customer Success Coordinator

2 months ago

Ottawa, Ontario, Canada Intouch Insight Full time

About the Role

The Intouch Insight Customer Success Team is seeking a highly skilled and experienced Customer Success Coordinator to join our team. As a key member of our Operations team, you will work collaboratively across the organization to ensure on-time delivery of programs, including mystery shopping, operational audits, and customer-satisfaction surveys.

Key Responsibilities

  • Guide clients through the process of onboarding, implementation, training, and ongoing adoption of our services and product suite.
  • Work closely with experienced Customer Success Managers to ensure successful program delivery.
  • Review and improve client setups, advise on best practices, and provide data-driven recommendations for improvements.
  • Build strong relationships with clients, focusing on adoption of our suite of products and highlighting insights that give value to the organizations we work with.
  • Translate knowledge of our ever-developing suite of products into real customer value.

Requirements

  • Achievement orientation: Strong demonstrated ability to meet and exceed goals, objectives, and timelines while juggling multiple clients and projects.
  • Relationship builder: Proven ability to hear client needs and become a trusted advisor, building long-term partnerships that enhance customer experience.
  • Project manager: Experience in understanding client objectives, gathering details, and establishing project timelines.
  • Aptitude for technology: Ability to work confidently in our systems to manage tasks, learn new product features, and deliver client-facing demos and reports.
  • Commitment to continuous development: Strong desire to learn and constantly improve performance and processes.
  • Analytical skills: Proven ability to conduct problem analysis and find win-win solutions.
  • Excellent communication skills in English, both written and oral.
  • 1-3 years of experience in Customer Success Management, Client Management, or Project Management.
  • Industry-specific experience, including customer-facing software solutions, mystery shopping software, quantitative research, or retail operations, is an asset.
  • Detail-orientation and commitment to high-quality output.
  • Proficiency with MS Excel and Word.

About the Team

The Intouch Insight Customer Success Team is passionate about working with customers and experienced in implementing customer experience management (CX) programs to help our customers create positive user experiences. Our unique approach to CX management incorporates multiple data sources, including surveys, checklists, mystery shopping, and operational audits data, all under a common reporting platform. We enjoy building and sustaining long-term relationships with our impressive client base while helping them grow their brands and delight their customers to achieve CX excellence.

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