Customer Success Specialist

21 hours ago

Montréal, Canada GoSecure Full time

GoSecure offers a creative and challenging work environment, a competitive benefit package, and a great atmosphere to foster career growth. Come put your career on the leading-edge and bring your talents to a much sought-after high growth opportunity in technology
- GoSecure

**Summary**

The Customer Success Specialist is a member of the Global Services team. This role ensures positive client experience through high quality support services and effective communication.

As a key member of the team, you will help craft our customer-success strategies, building strong relationships with customers and collaborating with cross-functional teams to deliver excellent customer experiences. Ideally, you are passionate about using analytical skills to identify problems, find solutions, and improve relationships.

**Duties and Responsibilities**
- Build and maintain relationships as a trusted advisor to help ensure clients recognize the value of our products and services.
- Assist to resolve complex client issues through incident recognition, research, resolution, escalation, and continuous follow-up.
- Facilitate communications between internal and client staff to ensure that all points of action, client initiatives, and concerns are resolved to the satisfaction of clients.
- Gather feedback from clients on services and expectations that in turn will help prioritize any potential areas of improvement.
- Collaborate closely between internal and client PMO teams ensuring efficient and effective Services onboarding projects.
- Develop reporting methods based on client needs.
- Provide administrative support to sales team members as required.
- Communicate effectively with both internal leadership and client teams to better understand client needs and maximize retention and growth.
- Other duties as required.

**Requirements and Experience**
- 2-3 years of relevant customer service experience.
- Bachelor’s degree in Computer Science or a related field and/or equivalent education/experience.
- Working knowledge of Linux, Windows, and iOS, including CLI for each; MS Office Suite.
- Exceptional ability to multitask and attention to detail.
- Ability to work independently and in a collaborative team environment.
- Excellent written and verbal communication skills in both French and English
- Energetic and positive attitude.
- Relevant certifications are considered a plus.

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