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Customer Success Specialist

2 weeks ago

Edmonton, Canada AIRmarket Inc. Full time

**What Are We Looking For?**

AirMarket is looking for a Customer Success Manager to help drive a high level of customer satisfaction, successful product use, and customer retention. As the Customer Success Specialist you will serve as the primary point of contact for customers and prospects, understand customer success criteria, address questions, resolve issues and over time, serve as a trusted AirMarket advisor.

**This role will report to the CEO and be responsible for driving excellence in the following areas**:

- Build relationships with assigned customers, help them with issues, and continually delight them with a customer-centric attitude. Be proactive to ensure customer satisfaction, account renewal, and account growth.
- Maintain the Customer Support issues in our project management platform.
- Internally coordinate customer support requests to successful completion.
- Prepare, submit and track proposals and supporting documents for sales activities.
- Provide real time “Onboarding Support” for products and services.
- Conduct product training and demonstrations for customers.
- End-to-End delivery of online webinars / learning events.
- Become an expert in drones & airspace management and educate customers on the use and benefits of our products.
- Ensure that Billing/invoices are deployed and tracked on a timely basis.
- Updating social media posts, creating relevant and interesting content, and website updates as needed.
- Foster the development of internal & external knowledge base content.

**About you**:

- Enjoy working with people, helping to solve their problems.
- Possess excellent listening skills and advanced customer service skills.
- Comfortable creating content (written and graphics) for Social Media posts and webinars or presentations.
- Strong English written and oral communication skills.
- Display a positive and friendly attitude when dealing with customers over the phone as well as during video meetings.
- Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development.
- Thrive in a dynamic environment where tasks can frequently change.
- Consistently maintain a positive attitude and sense of humor.
- Knowledge or willingness to learn Wordpress for website updates.
- Team player

Qualifications:

- Post-Secondary diploma or degree in Business and/or Marketing or similar.
- A minimum of 2 years delivering exceptional customer service, preferrably in a software environment.
- Must be proficient in Google Suite of Apps such as Docs, Sheets, Calendar, Google Meet, etc.
- Experience with Project Management software (ClickUP) and Wordpress is a bonus.

**What we offer**:

- Flexible, friendly, and engaging working environment.
- Fantastic learning environment.
- An exciting, fast-paced culture where we can truly make a large positive impact on the world of transportation.

**Job Type**: Permanent

**Salary**: $4,000.00-$4,500.00 per month

**Benefits**:

- Casual dress
- Work from home

Schedule:

- Monday to Friday

COVID-19 considerations:
We respect all public health protocols. Wearing of masks within the office is required as per guidelines. We require all employees to be vaccinated.

Work Location: One location