Customer Success Associate

2 weeks ago

Kirkland, Canada PIVAL INTERNATIONAL INC. Full time

**SCOPE OF THE ROLE**

Reporting to the Director Customer Success, part of the Sales & Marketing team, this role is for you if you are truly passionate about customer advocacy and have a deep desire to help our customers while directly impacting PiVAL's overall mission, success, and growth. Your interactions with the customer will reaffirm and strengthen the organization’s relationship with existing accounts and their decision to work with PiVAL. In your role, you will be responsible for customer retention for all your accounts and support the revenue growth of PiVAL product, solutions, and services for these customers. You will need to build trusting relationships with the customers and internal stakeholders.

**Role Duties & Responsibilities**
- Account Management for your customer portfolio, including ownership of Strategic Account Plans and providing customer with relevant updates on the features and benefits of our services
- Oversee & manage customer tickets to expedite the resolution of key issues through cross functional collaboration, ensuring all customer communications are documented in PiVAL’s CRM Pipedrive (soon to be HubSpot)
- Onboard new customers
- Conduct ongoing business reviews to celebrate successes, track results, and escalate issues where needed
- Collaborate closely with operations on customer updates, technical projects and communicate proactively with operations managers & logistics coordinators on relevant information from customer
- Manage customer renewals in conjunction with Sales team while also striving to increase account revenues providing customers with information on features and benefits of PiVAL's supply chain solutions
- Responsible for daily/weekly/monthly meetings with your customers (as needed) and documenting Call Reports for internal stakeholders
- Responsible for customer KPI reporting & analysis prior to your customer KPI meetings
- Support other Customer Success team members workload, as needed

**Requirements**:

- You hold a University degree in Commerce, Management, Marketing or in a related field
- You have 1-5 years of relevant work experience
- Customer-facing experience in B2B Supply Chain is a definite asset but not mandatory
- You are at ease interacting with customers and management at all levels
- You are passionate about Customer Success or have a desire to learn about Supply Chain
- You have superior analytical and communication skills: ability to synthesize complex concepts or analyses in simple, high impact statements
- You speak English & French perfectly (written and oral).
- You are able to multi-task, prioritize work and demonstrate attention to detail
- You are available to work flexible hours to respond to customer requests
- Team spirit, commitment, professionalism, and innovation are qualities required to excel in this position
- Previous experience using CRM systems - Salesforce, Pipedrive or HubSpot - considered an asset

Schedule:

- 8 hour shift

**Experience**:

- Customer service: 2 years (preferred)
- Customer relationship management: 2 years (preferred)
- CRM software: 2 years (preferred)

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