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Technical Account Specialist

1 week ago

Toronto, Ontario, Canada ROSS Full time

Welcome to ROSS, a category leader in SaaS time management solutions located downtown Toronto. We are seeking a highly skilled Customer Success Specialist to join our team.

As a Customer Success Specialist, you will play a crucial role in ensuring that customers achieve success with their chosen solution. This involves effective implementation, high user adoption, and high return on investment. You will leverage your technical and consultative skills to understand the customer's overall business objectives and provide recommendations on how to get the most out of solutions within their business environment.

Responsibilities:
  • Engage and individually manage a large volume portfolio of key customer accounts.
  • Work closely with stakeholders within each customer account to identify their workflow processes and business challenges. Create a Business Requirements document and project plan regarding the successful implementation of their chosen solution.
  • Oversee the successful implementation/configuration of product suite for each customer account by working with an Implementation Specialist.
  • Identify and prioritize accounts based on outstanding issues, growth opportunity, strategic value, and renewal timeframe.
  • Develop a strategy for each account that identifies critical success factors, measurable milestones, potential obstacles, and recommended plan of action.
  • Collaborate with various internal teams/individuals for the best interest of the customer.

We are looking for a candidate with 6-10 years of strong customer delivery experience, managing projects related to business software. They should have excellent written & verbal communication skills and experience working with senior executive level personnel in customer accounts.