Customer Success Specialist

**Who we are**:
NOVONIX is a leading battery technology company revolutionizing the global lithium-ion battery industry with innovative, sustainable technologies, high-performance materials, and more efficient production methods. We manufacture industry-leading battery cell testing equipment in Canada and we’re growing our high-performance synthetic graphite anode material manufacturing operations in the United States. Through advanced R&D capabilities, proprietary technology, and strategic partnerships, NOVONIX has gained a prominent position in the electric vehicle and energy storage systems battery industry and is powering a cleaner energy future.

**What we offer**:

- Competitive salary, benefits, and paid time off
- Smart, collaborative team members
- A chance to reduce the carbon footprint and work toward a cleaner energy future

**Role summary**:
This person will report directly to the Director of Sales and is responsible for ensuring our clients have a great user experience with our products and services. In the role of Customer Success Specialist, you will be joining a world-class sales team that is delivering innovative solutions to tough problems.

**Responsibilities include**:

- The development and design of training materials for client/distributor use.
- Attending in-person or virtual training events with clients.
- Providing product support during the onboarding window.
- Evolving processes to elicit a better client/distributor experience during onboarding.
- Responding to support inquiries in a timely manner.
- Evaluating needs and implementing appropriate training to grow clients from product novices to experts.
- Providing quarterly account reviews and implementing client satisfaction surveys, directly or indirectly through distributors.
- Providing troubleshooting support for warranty repairs or standard repairs.
- Evolving processes to elicit a better client experience during repairs or calibrations.
- Managing tickets through CRM, reporting on monthly KPIs.
- Participates in the development of content for the Knowledge Base.
- Promotion to clients.
- Attend regular product management committee meetings.
- Understand the needs of both internal and external clients.
- Participate in meetings by representing clients needs and aspirations.
- Contributing to the product roadmap and priorities.
- Support the Product Manager with product launches and/or updates.
- Other duties as assigned.

**You are/have**:

- Bachelor's degree or related degree/education.
- At least 1-3 years of working experience.
- Strong customer service skills.
- Strong written and verbal communication skills.
- Ability to learn equipment specifications.
- Knowledge of lithium-ion battery development and testing practices.
- Understanding of electrochemistry fundamentals.
- Understanding of low voltage DC power and sources of noise in electronic experiences.
- Knowledge of technical training design and implementation.
- Internal/external contacts, training, and building relationships.
- Able to make day-to-day decisions and approval for spending required.
- Great attention to detail.
- Able to work in the lab from time to time.
- On-site client travel may be required.

**Extra awesome if you also have**:

- Experience in the battery industry.

**One dream. One team. One NOVONIX.**

**Learn more**:
**Diversity statement**:
At NOVONIX, we cherish the value that diversity brings and believe that it makes our teams stronger and better able to serve our industry. We’re committing ourselves to inclusivity by building a company that embraces different backgrounds, perspectives, and skills.

If you see a job posting you believe you would excel at, but don’t meet 100% of the qualifications, we’d still love to hear from you. Just make sure to include a cover letter and explain why you’d be a great fit for the job. As an equal opportunity employer, we want to make sure everyone gets a fair chance.

NOVONIX prohibits discrimination and harassment of any type regarding race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

**Job Types**: Permanent, Full-time

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Dartmouth, NS B3B 1N9: reliably commute or plan to relocate before starting work (required)

Application question(s):

- What are your base salary requirements for this position?
- Do you have a technical background/aptitude?

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer Success: 1 year (required)

Work