Customer Success Specialist

4 days ago

Toronto, Canada Baycrest Full time

**CUSTOMER SUCCESS SPECIALIST**

**Full-time**

70 Hours Bi-weekly | Non-Union | Day shifts

The Customer Success Specialist is responsible for establishing a trusted and strategic advisor relationship to help drive continued value of our products and services. You will own the overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.

Additionally, you will maintain and contribute to customer success strategies and best practices, as well as customer support content, with the help of the creative team and communicate effectively with management to understand customer needs, maximize retention and growth, and communicate learnings.

**Responsibilities include but are not limited to**:

- Guide new customers through a systematic onboarding process to facilitate making decisions around their needs and goals
- Serve as day-to-day contact for clients, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
- Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
- Maintain customer health and introduce new, valuable features as they become relevant on the customer journey
- Work cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing
- Collaborate, problem solve, and/or strategize upcoming client meetings with team members
- Contribute to initiatives outside of customer conversations that better the customer experience, both low-touch and high-touch
- Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
- Complies with the legislative, regulatory and internal responsibilities as set forth in the Occupational Health & Safety Act, including health & safety, Workplace Hazardous Materials Information System (‘WHMIS’), workplace violence, Material Safety Data Sheets (‘MSDS’)
- Performs job responsibilities in a manner that supports Baycrest’s safety culture
- Participates in skills and knowledge development initiatives

**Qualifications include but are not limited to**:

- Bachelor of Arts, or College Degree in related discipline
- Project management or Business Analysis certification an asset
- Event planning experience a plus
- Minimum of 3-5 years’ experience in sales or marketing, account management, or customer service roles
- Certification (professional development courses) in specific tools such as Salesforce, Mailchimp, or Asana is an asset
- Analytical and process-oriented mindset
- Strong verbal and written communication, strategic planning, and project management skills
- Active team player, self-starter, and multitasker who can quickly adjust priorities
- Remarkable people of Baycrest Health Sciences
- are changing the future of brain health and aging.Thank you for your interest in joining Baycrest. Only those selected for an interview will be contacted.

**Required Skills**:
Required Experience

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