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Customer Success Specialist

2 weeks ago

Burnaby, Canada Binary Stream Full time

Binary Stream Software is proud to be named one of the Best Workplaces in Technology and Best Workplaces in BC List for 2021 and a BC Top Employer two years in a row. We were founded just over 20 years ago by our CEO who is passionate about people, culture, and products. Binary Stream is an award-winning, Microsoft Gold certified partner that develops enterprise-grade software to enhance Microsoft Dynamics 365.

We are excited to grow our team with a full-time role for a **Customer Success Specialist**.

**What you will do**:
Reporting to Director of Finance, the Customer Success Specialist is a key part in maintaining and building strong customer relations. The Customer Success Specialist is the point of contact for customers and is accountable for regular communications with customers to resolve customer issues and pro-actively identify opportunities to meet customers’ business needs by delivering an exceptional customer experience.

**Key Responsibilities**:

- Proactively contact existing customers to ensure satisfaction, increase engagement and retention.
- Retain existing customer revenue through value driven means. For example:

- End User and Value Added Resellers (VAR) satisfaction level is known through objective measures such as Net Promoter Scores
- Knowledge of customer retention plans and risk assessment of attrition
- Resolution of customer issues
- Post sales follow up and provides concierge level service
- Assist customers and sales team with requests such as:

- adding additional licenses and product upgrades
- arranging for 30-day customer trial licenses
- addressing enquiries on customer product information
- Work with the appropriate team members (development, professional services, sales and support) to resolve issues. Post sales items can include:

- Ensure that any issues related to on-board new customers are addressed
- Obtain references, quotes, case studies on our products
- Identifies opportunities to upsell products and services where appropriate, collaborate with the sales team as needed
- Obtain and maintain end user detailed information knowledge base e.g. Industry, contacts, key stakeholders/decision makers related to our solution and for our projects.
- Obtain deep knowledge of flagship customers by leveraging their feedback, use of the product, suggestions for improvement and other factors in order to deliver a highly engaged member base fully utilizing the product they have invested.
- Travel to the flagship customer’s premises as needed, to engage and better understand their needs to effectively resolve issues and create growth opportunities.
- Use a proactive, solutions-oriented approach to anticipate and prevent customer pain points
- Assist with maintaining knowledge base articles and other sources as required
- Stay current with product features and improvements
- Actively contribute to the process and procedures of customer success

**Education and Experience**:

- Completion of post-secondary education, and or equivalent combination of education and experience.
- 2+ years of experience in Customer Success or similar role within a SaaS High Tech work environment.
- 2+ years of experience handling in/outbound calls.
- Working knowledge of ERP/accounting products.
- Strong aptitude for technology with some knowledge of software technical ability.
- Ability to take initiative, own processes and work independently as required.
- Experience working with Microsoft Dynamics ERP is a strong asset.
- Experience working with Microsoft Dynamics CRM is a strong asset.
- Accounting certification is an asset.
- Experience working in an agile fast-paced environment.

**Who are we?**

We are a diverse and inclusive team who care about each other and work collaboratively to produce high quality software solutions. We have a great culture based on our values of Team, Innovation, and Growth, and are aligned to our vision of “enabling the growth of our people and customers”. We offer competitive compensation, comprehensive benefits, 3 weeks of vacation to start, RSP matching, professional development dollars, profit sharing, employee stock options, plus more. Visit our career page to learn more about us.

Please note that we will ask you to complete a criminal background record check as a condition of employment. We sincerely appreciate your interest in our company. Thank you for exploring career opportunities with Binary Stream Software.