Customer Success Associate

2 weeks ago

Toronto, Canada Intelex Technologies Full time

**Position Overview** This is an exciting and challenging customer advocacy opportunity in a software environment. We are looking for a Customer Success Associate who is adept at building lasting relationships and finding elegant solutions to complex problems. As a Customer Success Associate you will be responsible for the loyalty and retention of a portfolio of Intelex customers. Helping our Customers have a powerful voice at Intelex. **Responsibilities and Deliverables** - You will own the ongoing Intelex relationship with assigned customers as it relates to increasing adoption, ensuring retention, and securing loyalty. - You will work to establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services. - Developing, preparing, and nurturing customers for advocacy. - You will work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals. - Evaluate and identify opportunities to drive process and system improvements to positively impact solution experience. - You will advocate customer needs/issues across Intelex departments. - You will inform and educate customers of Intelex initiatives and product updates. - You will manage the risk identification and tracking process until issue resolution. - You will identify success stories and secure customer references - Track customer metrics and maintain customer health scorecards with clear action plans - You will partner with the Services and Account Management teams to increase customers' footprint and future value (up-sell and cross-sell) through product adoption and customer satisfaction **Organizational Alignment** - Reports to the SMB Team Lead, Customer Success **Qualifications** **Skills & Work Traits** **Required**: - You are a strong problem solver with ability to analyze and make educated decisions. - You are a compelling communicator both written and verbal; communicating with C/VP/ Director level audiences, and the ability to present technical issues to a non-technical audience. - You are results driven with a proven ability to project a positive attitude. **Preferred**: - You have a demonstrated track record of maintaining customer retention rates and high levels of customer satisfaction. - Understanding of Environmental, Health, Safety or Quality is considered an asset. - Bilingualism is considered an asset. **Technical Competencies** **Required**: **Preferred**: **Experience** **Required**: - 1 year + of experience in the technology industry (preferably SaaS) in Customer Success, Account Management, Consulting, Project Management or Engagement Management. - Proven to have strong relationship building skills - This position may require up to 15% travel **Preferred**: - A quantifiable ability to drive 90%+ customer renewals and customer success rates - Ability to show examples of getting to "Trusted Advisor" status within your accounts. **Education** **Preferred**: - Bachelor's Degree or College Diploma in Computer Science/Information Systems, or equivalent Experience. **Other Requirements** - Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification **Company Overview

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