Customer Success Specialist

**Customer Success Specialist (Hybrid)**

Help Desk Technology — Oakville, ON

We are an innovative Technology Company, offering a challenging and exciting atmosphere in a comfortable work environment. You will enjoy a performance-based compensation package and the opportunity to make a difference in a growing and dynamic organization.

We are looking for an experienced Customer Success Specialist who is passionate about working with the clients remotely and on-site, on consulting, training and demonstrating on the features and capabilities of a Service Desk Software Product and a Computerized Maintenance Management System (CMMS) Product.

The Customer Success Specialist is a key customer-facing role responsible for ensuring customer expectations are met regarding our product and services. The Customer Success Specialist will monitor the onboarding of new customers and the ongoing health of accounts during their subscription lifecycle. The Customer Success Specialist will also be responsible for identifying expansion and growth opportunities with existing customers.

**Key Responsibilities**:

- **Acquire a strong knowledge and in-depth understanding of Help Desk Technology’s Products ServicePRO and Zunaso Work Order App (CMMS).**:

- **Deliver web-based training and consulting on the products features and functionality to our customers.**:

- **Present pre-sales demos to prospective clients and act as their main point of contact for all product related questions.**:

- **Drive strong customer engagement and satisfaction**:
1. Deliver Consulting and Professional Services to our ServicePRO customers and Zunaso Work Order customers.

2. Conduct scheduled web-based consulting and checkup sessions, where the objective is to provide product information and recommendations on how to best leverage the use of the product.

3. Organize and execute deep business focused health checks and audits for customers.

5. Participate in creating strategies for preserving and retaining existing customer base.

6. Handle escalations and resolve customer issues and complaints

7. Upsell products and services as appropriate
- **Participate in the implementation of solutions to our customers based on the client specific requirements [Remote / On-site]**:
2. Investigate and analyze client business activities and processes to make them more efficient and compliant through the use of ServicePRO / Zunaso Work Order.

3. Gather customers’ requirements for workflows, reports and other customization solutions and help to set up the same in ServicePRO / Zunaso Work Order.

4. Perform the functional customization of the solution.
- **Perform Client consulting and Account Management Services**:
1. Conduct on-site consulting for our clients, this will require travel to USA and other countries

2. Prepare and Conduct Annual training on the Product to our customers at a designated location in the USA. Annual training involves hands-on training, assignments and assessments.

3. Achieve good customer acquisition, customer satisfaction and customer retention.

4. Gather client's requirement for custom development or third-party software integrations with ServicePRO / Zunaso Work Order, liaise with Product development group and prepare the Statement of Work (SOW).

5. Prepare Quotations for both new sales and upsell of products/services.

6. Develop and maintain strong internal and external organizational relationships to deliver optimum services.

7. Participate in the user guide documentation and use cases documentation for the product.
- **Review and process RFPs (Request for Proposals) for Software solutions, preparing and submitting Software Project Proposals / Bids.**

**Job Requirements**:
**Education**:

- Bachelor's degree from a university in Business / Business Analysis / Management / Information Technology / Management Information Systems.

Work Experience:

- 6+ years of relevant experience in a Customer Success Consulting / Client facing role, consulting on software product implementation, configuration and usage.
- 4+ years of Experience in conducting Software Product Training.
- 4+ years of Experience in conducting Software Product Demonstrations (Demos).
- 1+ year of Experience in reviewing RFPs (Request for Proposals) for Software solutions, preparing and submitting Software Project Proposals / Bids.
- 3 + years of Experience in gathering requirements, analyzing and implementing solutions in a software product is a must.
- 2 + years of Experience in consulting with the clients for a Help Desk Software or a CMMS Software is an asset.

Soft Skills:

- Strong presentation and communication skills, ability to build lasting relationships with the customers.
- Strong problem-solving and analytical skills
- Excellent interpersonal and leadership skills
- Excellent Responsibility and Accountability Skills
- Excellent Project Co-ordination and Project Management skills.
- High degree of proficiency with technological concepts and pr