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Customer Experience Specialist

2 months ago

Montreal, Quebec, Canada Vention Inc Full time
About Vention Inc

Vention Inc is a leading provider of innovative manufacturing solutions, headquartered in Montreal, Canada, with offices in Berlin and Boston. Our company is committed to delivering exceptional customer experiences and fostering a culture of excellence.

Job Summary

We are seeking a highly skilled and dedicated Customer Experience Specialist to join our Customer Success team in Montreal. As a key member of our team, you will be responsible for providing top-notch customer support, ensuring customer satisfaction, and driving continuous improvement initiatives.

Key Responsibilities
  • Technical Expertise: Develop in-depth knowledge of Vention's flagship products and provide expert support to customers, ensuring they get the most out of their Vention equipment.
  • Customer Support: Provide timely and effective support to customers throughout the sales cycle, streamlining their customer experience and resolving issues efficiently.
  • Training and Onboarding: Conduct post-sale training sessions, including technical onboarding, assembly training, maintenance, and technical support with equipment commissioning.
  • Client Onboarding: Excel in and provide advice for improvement for client onboarding into the Vention ecosystem, ensuring a seamless and successful experience.
  • Logistics and Delivery: Proactively prevent and troubleshoot logistics/delivery issues, serving as the primary liaison between operations, sales, and clients.
  • Operational Tasks: Process operational/logistics tasks such as order processing, order follow-up, returns, and Zendesk support tickets.
  • Nurturing Customer Relationships: Participate in proactive post-sale nurturing journeys with clients to ensure they have a positive and successful experience during deployment.
  • Continuous Improvement: Monitor and compile NPS survey results, report to the organization, and drive continuous improvement projects positively impacting the customer experience.
  • Feedback and Collaboration: Lead feedback sessions with our operation and quality teams, fostering a culture of continuous improvement and excellence.
Requirements
  • Passion for Serving Clients: Demonstrate a genuine passion for serving clients and the ability to listen and detect client needs.
  • Technical Background: Possess a technical background, with a mix of engineers and science graduates being a key asset.
  • Logistics and Operations: Show a keen interest in operations/logistics and ensuring customer delivery.
  • Continuous Improvement: Demonstrate a strong interest in continuous improvements and the ability to drive change.
  • Communication Skills: Possess strong communication skills, with the capacity to present complex information to clients.
  • Diplomacy and Tact: Demonstrate diplomacy, tact, and poise under pressure when working through customer issues.
  • Adaptability: Show the ability to work in a fast-paced environment and adapt to changing priorities.