Customer Success Specialist

**Customer Success Specialist**:
**Vancouver, BC or Markham, ON**

**Salary Range**: $52,000 - $70,000/yr

Working directly with our Commercial Software team, we’re looking for an experienced Customer Success Analyst to handle customer inquiries and user issues. You are a proactive problem solver, who can juggle multiple clients and timelines simultaneously. Organized is an understatement. You love working with people and know how to identify and drive the outcomes they need.

**About the Role**
- You will train, support, monitor client engagement and execute strategies to further develop existing client relationships.
- You will resolve issues by making timely, quality decisions or escalations.
- You will implement configuration changes to support client’s business needs.
- You will learn and use programming logic and SQL queries to address reported issues.
- You will identify, reproduce, and document bugs for the development team.
- You will test new features and functionality to ensure they meet customer needs.
- You will prepare client feedback to the team for future enhancements.
- You will gain and maintain an expert understanding of Intellifi’s products as well as best practices for clients and customers.
- You will coordinate sales and support efforts with our developers, account management and product development teams, as well as other departments
- You will track and report on key account metrics and communicate client progress.

**This role is for you if you have**:

- You have exceptional verbal and written communication skills
- You have a minimum of 2 years professional experience utilizing strong client service, ideally in a customer success role or related department.
- You are passionate for driving value and delivering exceptional client experience.
- You have a strong technological background, with high proficiency in Microsoft Office, Microsoft Windows, etc. (prior experience in a SaaS and/or tech product environment considered an asset)
- You have a proactive mindset, able to think outside the box to employ creative problem solving and solutions.
- You are comfortable and confidence leading 'in person' live online meetings and training sessions.
- You work well in a team and independently
- You have a strong attention to detail and time management
- You are self-motivated and self-managing
- Some past business-to-business sales or customer support experience would be a strong asset

**Benefits and Perks**

**Some of the benefits we offer at Intellifi include**:

- Health and Wellness Spending Accounts
- Health, Drug, Vision, and Dental benefits
- Paid vacation, sick days, and personal days (in addition to all civil and statutory holidays)
- RRSP Matching Program
- Maternity / Parental Leave Top Up Program
- Discounted gym memberships
- Travel assistance and EAP
- Business Casual dress code
- Company social events + sport teams
- Hybrid work arrangements
- Education reimbursement
- Training and mentoring programs
- And more

**Who are we?**

Intellifi has been formed to provide end-to-end solutions for established and emerging lenders in both the residential and commercial space in Canada. By combining data, people, and technology, we meet all-time high consumer demands for faster, simpler solutions. By digitizing and democratizing technology, we ensure simplicity and usability for both our clients and their customers. As industry pioneers with decades of experience, we are passionate about spearheading innovative, creative digital solutions for the Canadian lending industry. Intellifi provides lenders with a selection of products and services from fully outsourced lending operations to niche technology that helps create efficiency in their loan management.

**You will love working here**

Employees tell us that they love that we strike the balance in creating an incredibly professional, yet dynamic and enjoyable corporate culture. We work in a fluid and fast-paced environment that is supportive of energetic and motivated individuals who pride themselves on being flexible and results-driven. Business is booming and that means that our employees are able to gain valuable exposure, have lots of learning opportunities, and truly impact the business. We are committed to providing our people with a challenging and rewarding career because our employees are what set us apart and we know it.

**Equal Opportunity Employer**

**We want to hear from you