Client Success Operations Specialist

1 week ago

Calgary, Canada Blackline Safety Full time

Our team at Blackline Safety is growing As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.

Reporting to the Manager, Client Success Operations, the Client Success Operations Specialist plays a key role in driving client goals, retention efforts of our clients, and the efficiency of our renewals and account management process. This role will directly support the functions of the Client Success Operations team and ensure that customer requests are efficiently handled through timely processing and engagement with CSMs and other with all internal teams within the organization.

**What you bring to the role**
- Post-Secondary education or equivalent certification in a business-related field is an asset
- 1-3 years experience in a inside sales or administrative role with direct responsibility for customer support, account management, data entry and order processing
- Proven track record of in converting customer queries into sales or sales leads
- Effective communication, both written and verbal with strong interpersonal skills

**Responsibilities**:

- Process quotations related to requests for products and services associated with existing customer accounts
- Triage customer requests for support and forward these requests to the appropriate internal team within set service levels
- Document activities related to customer accounts within a CRM and ERP system
- Work with internal teams to resolve sales-related customer requests
- Identify areas of development and ensure that the team remains world-class
- Prepare reports of key performance indicators to support operational decisions regarding to client retention and account expansion
- Implement systems, processes and tools that enhance the operations of the Client Success Operations team
- Work with the team to escalate internal and external concerns, by ensuring that all resources used to maintain customer satisfaction
- Aid in documenting procedures, establish and deliver training for team members and cross-functional teams
- Actively look for ways to improve process efficiencies and effectiveness
- Other duties as assigned

**About Blackline Safety

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