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Customer Success Specialist

2 weeks ago

Montréal, Canada Coveo Full time

**A world-class Customer Success team enabling our clients with a world-class product**:
As a Customer Success Specialist, you will work proactively to review customer environments who have recently launched Coveo solutions, optimizing their experience with search and knowledge management best practices. You'll be on a mission to drive customer engagement, adoption, and satisfaction in a low touch model ensuring they are getting value from their Coveo investment.

**There won't be any typical day in this position, but some priorities to focus on**:

- Manage a high-volume book-of-business (80+ accounts) with a 1:many approach.
- Partner with the account team to identify and confirm business objectives and create a seamless experience into Coveo throughout the key steps in Customer Journey.
- Proactively review Usage Analytics and monitor KPIs to see the big picture to spark your next creative idea for ongoing support of your customers.
- Manage incoming requests while asserting customer needs to achieve product adoption and satisfaction in 1-on-1 conversations.
- Deep dive into customers performance data to map out the next webinar, blog post, or any other content created to provide through leadership.
- Anticipate customer needs and provide accurate, valid and complete information by leveraging best practices with the right methods/tools.
- Handle customer feedback, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Identify new opportunities by reviewing customer health and product adoption at every interaction and collaborate with internal teams.

**What does success look like?**:
To be successful in this role, you must have the ability to see and develop the big picture, to think of innovative ways to get the job done and help your customers build creative strategies to implement our product successfully. You also have to thrive in a multi-tasking, fast-paced environment and culture, be proactive and very professional. If you are a passionate and outgoing self-starter, this is a great opportunity to satisfy your ambition

**This this what we are looking for from you if you join our team**:

- Customer-centric. Your 5th sense tells you what works or does not work for customers, and you use this talent to build exceptional customer experiences
- Tech-proficient. You are at ease with new software and adopt new tools quickly.
- Data-savvy. You understand numbers and can tell a story around data, and your passion shows.
- Creative AND efficient. You're able to think outside the box, help us create processes and documentation to scale.
- You have 1-3 years of experience in a Customer Success, Account Management, solution consulting or similar role
- Knowledge of / experience with CRMs (Salesforce preferred) and with Enterprise Content Management, KCS, or other Knowledge Management methodologies, a plus
- SaaS industry experience, a plus

**What is it like to work at Coveo?** You'll join a team of passionate people with an innovative mindset who constantly push the envelope. You'll enjoy learning with the best, the empowerment of working on a complex product and trust from ongoing leadership. You'll stay for endless development opportunities; we sweat it off at work and know how to have fun (Virtual Happy Hour, anyone?)

**Join the Coveolife