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Client Experience Specialist

2 months ago

Toronto, Ontario, Canada TERAGO Full time
Job Title: Client Experience Specialist

TERAGO is seeking a highly skilled Client Experience Specialist to join our team. As a key member of our customer success team, you will be responsible for ensuring the success and satisfaction of our customers.

Key Responsibilities:
  • Build and maintain strong relationships with customers, acting as their trusted advisor and advocate within the company.
  • Develop and execute strategic account plans to drive customer success, retention, and expansion.
  • Maintain customer documentation outlining information about the customer and their services.
  • Collaborate with cross-functional teams, including Sales, Operations and Product, to ensure seamless onboarding, implementation and ongoing support for customers.
  • Conduct quarterly business reviews with customers to assess their satisfaction, address concerns, and identify opportunities for improvement.
  • Proactively monitor customer health and engagement, taking appropriate actions to mitigate risks and drive customer success.
  • Identify and escalate customer issues and complaints to relevant internal teams, ensuring timely resolution and effective communication.
  • Oversee downgrades, upgrades of services and customer moves.
  • Collaborate with Sales to identify upsell and cross-sell opportunities, driving revenue growth within customer accounts.
  • Serve as the voice of the customer within the organization, providing feedback and insights to inform product development, service enhancements, and process improvements.
Requirements:
  • Proven experience in customer success or account management, preferably within the telecommunications industry.
  • Post-secondary education in Business, Information Technology or relevant field.
  • Previous experience working with SalesForce is considered an asset.
What We Offer:

TERAGO is an Equal Opportunity Employer and welcomes and encourages applications from all interested and qualified candidates. We will provide accommodations throughout the recruitment, selection, and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform TERAGO staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.