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Customer Success Specialist

3 weeks ago

Edmonton, Canada Stormboard Full time

Our mission at Stormboard is to remove all barriers to turning ideas into actions, leading to outcomes that will change your world Our team is united by shared values of creativity, passion, and learning. As a team member, Stormboard will amplify your career by taking on new challenges to following the lead of incredible mentors. We promise you will grow, learn, and make a difference. We work with some of the world’s biggest brands and you will have opportunities to work with them while growing in a collaborative company culture. 

General Purpose

Customer Success is a foundational role at Stormboard because of the close contact with customers and relationship building that is involved to help them be successful in using our product. The purpose of the Customer Success role is to assist customers with onboarding, adoption, advocacy, and retention, as well as outcomes such as renewals, expansion and referrals.  

You're Good At 
- Communicating with customers and team members. 
- Building and maintaining strong professional relationships.
- Identifying customer needs.
- Follow-up. You respond to queries in a timely fashion and stay on top of tasks.
- Being an independent learner and thinking through problems. 
- Collaborating with others to drive best practices. 
- Identifying opportunities for product expansion. 
- Being proactive.
- Project management
- Working remotely on an individual and team environment.

Extra Awesome
- You love inspiring others with enthusiasm. 
- You have a “never say never” attitude. 
- A great track record of expanding revenue and mitigating customer churn. 
- The ability to work closely with other departments on a variety of projects
- Tech-savvy and have experience implementing software on an account-per-account basis. 

What You'll Do
- Build healthy customer relationships through trust and transparency.
- Onboard new customers; you’ll train administrators and end users on how to use Stormboard and implement it into their daily workflow.
- Identify opportunities for account expansion and revenue creation within our existing customer portfolio.
- Work closely with the sales team to help deliver product demos. You’ll quickly establish yourself as an advocate for the customer and showcase how Customer Success will support them throughout the entire relationship.
- Conduct business reviews; you'll build and maintain adoption of Stormboard with stakeholders and show how our product will continue to solve problems identified at the beginning of the relationship.
- Clearly communicate the value of new product features, further driving adoption.
- Quickly identify gaps in our product that impact our customers and escalate them to the appropriate department.
- Work closely with our product and engineering teams to ensure issues are resolved. 
- Nurture customers into advocates; increase loyalty while driving brand awareness.
- Manage account renewals and billing disputes. 
- Through product adoption, convert customers in trials to paid subscriptions.

What You Need
- Minimum of 3+ years experience in a customer success or customer-facing role - preferably in the B2B SaaS industry.
- Excellent communication skills — both in delivery and active listening.
- Fully fluent in English, both written and verbal. Additional languages are an asset.
- Proficient with CRM’s, agile project management tools and Microsoft 365.
- Experience with Customer Success platforms is an asset.

More Details
- Salary is dependent on experience.
- Competitive benefits. 
- Fully remote. Must be located in Canada.

Stormboard & Diversity    

Stormboard is all about innovation and we believe that diversity leads to innovation. Stormboard is committed to employment diversity and works affirmatively to recruit a diverse group of employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, marital status, national origin, age, ancestry, disability status, or place of origin.

**Benefits**:

- Employee assistance program
- Health savings account
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Application Question(s):

- Salary Expectation

**Experience**:

- Customer support: 2 years (preferred)