Customer Success Associate

At Kinaxis, who we are is grounded in our common belief that people matter. Each one of us plays an important part in accomplishing our work, building our culture and making a global impact. Every day, we're empowered to work together to help our customers make fast, confident planning decisions. This is how we create a better planet - for each other, for our customers and for generations to come. Our cloud-based platform RapidResponse ensures that the products we need - everything from medicine and cars, to day-to-day items like toothpaste - make it to market and into our hands when we need them with mínimal ecological footprint. We make the world better, and you can too. **Customer Success Associate**: **Job location**: This is a remote position. You can work from home and be located anywhere in _Canada or USA._ **About the team**: The Global Customer Success team establishes and builds on value added relationships with our customers. The team provides both proactive and progressive leadership on customer experiences and in partnership with cross-functional internal teams, work with our customers to promote value, growth and loyalty. As part of the GCS team, our Customer Success Associates foster the appropriate customer experience through one-to-many communications at scale. **What you will do**: - Assist with the development of outreach materials in support of customer success - Assist on virtual engagement strategy by creating /contributing to written and video content on platform best practices - Enable customers to self-serve through proactive outreach campaigns - Work closely with the wider customer success teams to provide insight to action - Share insights with our customers to ensure that they get the most out of the RapidResponse solution - Identify areas of engagement within existing accounts and generate opportunities to hand off to a Customer Success Manager - Drive peer-to-peer customer engagement through our user group and survey activity - Monitor ongoing customer feedback - Gather and analyze customer feedback, advocating for customers in driving improvements internally, while establishing and maintaining realistic client expectations - Communicate regularly with end users within customer organizations to build strong and trusted relationships **What we are looking for**: - Minimum 2+ years of experience in a customer-facing role - 1-3 years customer success / support experience - Experience working in a CRM or CS platform (Gainsight) - Experience in driving customer engagement in customer advisory boards, customer summits, social media, webinars and user group - Some project coordination experience - Meeting facilitation and communication skills with a strong customer service focus - Some travel will be required **What we have to offer**: - **Challenging Work - **We love solving highly complex problems. And as the global leaders in our industry, we never stop innovating—our work is never "done. That's because across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they're passionate about. - **Great People - **We take our work seriously, but we don't take ourselves too seriously It's in our DNA to celebrate, laugh, and have fun. We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success. - **Global Impact -** As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large. - **Diversity, Equity and Inclusion** - Diversity, equity and inclusion are more than words to us. They are the guiding principles for building a culture where we celebrate each others' differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen.