Customer Success Coordinator

2 weeks ago

Ottawa, Ontario, Canada Intouch Insight Full time

We are seeking a highly skilled Customer Success Coordinator to join our team at Intouch Insight. As a key member of our Customer Success Team, you will be responsible for guiding our clients through the process of onboarding, implementation, training, and ongoing adoption of our services and product suite.

As a Customer Success Coordinator, you will work collaboratively across the organization to ensure on-time delivery of programs, including mystery shopping, operational audits, and customer-satisfaction surveys. You will also be responsible for reviewing and improving client setups, advising clients on best practices, and providing data-driven recommendations for improvements to their brand.

A key aspect of this role is building strong relationships with clients, focusing on adoption of our suite of products, and highlighting insights that give value to the organizations we work with. You will be expected to work confidently within our coast-to-coast team, learning about an ever-developing suite of products, and translating that knowledge to consistently provide real customer value.

Key qualities and experience we are looking for include:

  • Achievement orientation: Strong demonstrated ability to meet, and exceed goals, objectives, and timelines while juggling multiple clients and projects.
  • Relationship builder: Proven ability to not only hear client needs, but become a trusted advisor to them, building long-term partnerships that enhance customer experience while using our products.
  • Project manager: Experience in understanding client objectives, gathering details, and establishing project timelines. You thrive in understanding the full picture of a program, and then effectively communicate the client's vision to our internal team to bring it to reality.
  • Aptitude for technology: Intouch Insight is a leader in providing innovative services and technology. As such, you will be expected to embrace new technology and work confidently in our systems to manage tasks, learn new product features, and deliver client-facing demos and reports.
  • Commitment to continuous development: A strong desire to learn, and constantly improve performance and processes.
  • Analytical skills: Proven ability to conduct problem analysis and find win-win solutions.
  • A great communicator in English, in both written and oral forms.
  • 1-3 years previous experience in Customer Success Management, Client Management, or Project Management.
  • Industry-specific experience, including customer-facing software solutions, mystery shopping software (iSecretShop, Prism, Sassie, Shopmetrics), quantitative research, or even retail operations is an asset.
  • Detail-orientation and commitment to high-quality output.

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. We use traditional methods as well as the latest technology to stay connected and collaborate effectively.

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