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Customer Success Associate

2 weeks ago

Toronto, Canada Volante Systems Full time

Volanté is an Enterprise Point-of-Sale company that prides itself on developing leading-edge hospitality technology. What began as a three-person basement project has developed into an industry-leading POS system with a team of over 100 employees in its Toronto, Ontario-based office. Volanté's point of sale software has evolved based on customer requests and requirements, and has continuously demonstrated its ability to be flexible, scalable, and reliable in diverse environments. With a never-ending thirst for innovation and an increased workload, we're calling on Toronto's top tech talent to join the family
- Volanté strives to deliver the best possible customer experience. As a result, we are seeking dynamic and motivated individuals to join our team This role will be an addition to our Customer Success team, working alongside our Customer Success Manager. We're looking for a Customer Success Associate who'll be a high-impact contributor working in a fast-paced environment, connecting with our new & existing clients, while supporting new business needs. If you have an excellent customer service orientation and love building relationships, this one's for you_

**What You'll Be Doing**:
1- Collaboration:

- Collaborate with the Customer Success Manager to develop comprehensive action plans, including resource allocation and timelines.
- Work with Marketing, Training, Projects & Technical Support teams to ensure efficient and effective collaboration.
- Collaborate with cross-functional teams to troubleshoot issues, address concerns, and answer questions if needed.

2- Being proactive:

- Suggest best practices and maintain partnerships with clients while proactively educating customers on the flexibility and capability of our software.
- Showcase new features to both new and existing users of our platform.

3- Deliver Exceptional Customer Service:

- Advise and execute customer engagement strategies, refining our approach and optimizing our client offerings for effective scaling.
- Utilize data to provide insights for retaining and driving adoption across the entire customer lifecycle.

4- Upsell:

- Identify opportunities to upsell or recommend new features & products, and schedule demos while funneling requests to Project Admin.

5- Update/Write the Customer Success Playbook

**What We're Looking For**:

- Previous work experience in the hospitality/restaurant or POS industry is a definite asset.
- Strong written and verbal communication skills a must.
- Strong planning and organizational skills.
- Highly motivated to build career in Customer Success.
- Enthusiastic with a desire to see customers succeed, understanding customers needs and desires and going beyond to ensure customer satisfaction.
- 1+ year of experience in a SaaS and/or tech product.
- Prior experience with support and CRM tools.
- You obsess about the details and getting them right.
- You have strong time management skills and are able to work independently.
- You question the status quo, take ownership of your work, and proactively identify and address issues and opportunities.
- You like to work collaboratively and have a great sense of humor.
- You are ambitious, yet humble and quick to support internally.
- Must be eligible for travel within Canada and to the US, with no restrictions.

**What You'll Get Out Of It**:

- Work in Hybrid Model with some awesome, fun-loving, and diverse people
- Benefits: Health, Dental, Vision
- Perks: Free parking, Company socials, Flexible work hours, Casual office environment, Free snax and more
- Career Growth - Goal-setting and open discussions on how Volanté can help you achieve your goals
- Meaning out of your work - Everyone's contributions are critical to our growth and success