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Client Success Specialist

2 months ago

Mississauga, Ontario, Canada RhythmQ Full time
About the Role

The Customer Onboarding Expert at RhythmQ owns and manages customer relationships from the point of sale through successful implementation. They support Sales in closing new accounts, and own current projects. Once implemented, they then transfer the customer relationship to a Customer Success Specialist after a successful onboarding.

Key Responsibilities

**Customer Success (30%):**

  • As a product and solution expert, you take ownership of your customers and their success.
  • You successfully uncover what metrics each customer is measuring, and you'll use your knowledge of our software to help them achieve maximum value.
  • Proactively provide continuous insight into best practices (including marketing analytics, use of product features, etc.), and ways customers can hit their individual targets, metrics, and user experience goals.
  • Have an eye for marketing and technical details - you understand technical subjects, and communicate them to our customers in non-technical terms.

**Project Management (30%):**

  • As a product and solution expert, you understand your customer's requirements; you recommend options to create the best user experience for their users; and then set up the system that delivers beyond customer's expectations.
  • Use your project management skills to drive our new projects by capturing and implementing each customer's specific requirements. They have go-live targets, and it's your job to hit them.

**Account Setup and Success (30%):**

  • You're a teacher. Train new clients on how to use their new software, and how to get the most value out of their investment.
  • Capture and document each specific customer's requirements and setup. It's your job to set up the Customer Success Specialist to deliver value, so ensure they know what's important to each customer, and what's included in their individual setup.

**Learning and Growth (10%):**

  • Leave things better than you found them. Schedule time in your calendar to challenge current processes and build new ones that bring value.
  • Regularly meet with other members of the RhythmQ team to keep abreast of current customers and their requests, and new product pipeline.
  • Develop yourself. Grab a book, watch a podcast, take a course – choose what area of your career you'd like to build and commit to it.
Success Metrics

We'll measure your success by:

  • Hit Your Customers' Target Dates - deliver our product on time.
  • Make it simple for our customers and their users - enable the best user experience with our product and onboarding, and document setup for future support.
  • Build your territory - Contribute to building your territory customer base by getting referred to potential customers, and identify potential accounts in your network.
Work Environment

We're a full-time role with a standard workday of 9:00 am – 5:00 pm, with 2 days remote and 3 days in office. After hours work may be expected to hit your customer targets. Commissions are paid as a percentage of new customers onboarded.