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Customer Success Associate
3 weeks ago
**Title**: Customer Success Associate
**Career Level**: Junior-Intermediate
**Reports to**:Customer Success Team Lead
As a Customer Success Associate, you will support customers of our software and hardware solution with day-to-day inbound and outbound activities while documenting your interactions in our CRM and ticketing system. Your role will also include a QA component from time to time, which will require you to assess software quality through manual and automated testing.
As a member of our Customer Success Team, you will be an important contact for customers to coordinate with and ensure their successful use of our asset management and tracking solutions along with other potential solutions in the future. You will understand, learn, use, and lead customers to success with these solutions. You may be working with individuals who design, build, and test these solutions and will get to see first-hand the impact that your contribution will make on projects and customers.
Your focus will be on relationship-building and proactive support activities that in turn promote overall customer satisfaction as well as product adoption, retention, and renewals. To achieve this, you will use your honed communication, customer relationship, and analytical skills to ensure our customers are successful. You will also perform customer-oriented activities with various companies and partner with employees as needed.
**YOUR IDEAL ATTRIBUTES**
- Bilingual in English and Spanish (fluent in oral and written communication)
- Strong interpersonal and communication skills
- Thrive in a fast-paced and complex environment with a strong ability to multi-task
- Bachelor’s degree (or equivalent work experience) preferred, high school diploma required
- Technical aptitude and ability to learn software programs effectively and efficiently
- Some experience in basic networking technologies, databases, and Microsoft stack computing for troubleshooting, with the willingness and ability to learn more
- Very strong analytical skills
- An ability and interest in helping people and solving their problems
- Skilled in and/or willing to learn software training and/or demos
- Excellent internal team relationship and rapport building skills
- Ability to identify and escalate problems within the team in a timely fashion
- Persistence with a determination to achieve success
- Positive attitude and customer service orientation
- Friendly, engaging, professional, reliable, responsive, and proactive behavior
- Empathetic and caring approach
- Willing and able to travel (4-8 work trips per year) in Canada, USA, and occasionally Latin America
- Willing to be on call
- Willing to accommodate customer schedules beyond regular work hours
- Great attention to detail
- Strong organizational skills
**YOUR KEY RESPONSIBILITIES**
- Learn and maintain your knowledge of our software and hardware solutions
- Assist existing customers with questions and troubleshooting
- Prepare and deliver presentations, webinars, and technical newsletters
- Document processes, procedures, and customer issues
- Develop and maintain FAQ’s and training materials
- Participate in pre-sales activities depending on specific opportunities and customer circumstances
- Identify and document requirements for prospective, new, and existing customers
- Collaborate with team members for support, pre-sales, and post-sales activities
- Coordinate implementation and support activities with team members and customers
- Collaborate with other stakeholders, such as Product Manager, QA specialist, Applications Specialists and Developers, to improve customer success metrics
- Capture feedback on the customer experience and provide it to the Development and Support Teams
- Support product releases
- Create and update solution documentation
- Undertake minor DevOp tasks
- Other tasks as assigned
**Job Types**: Full-time, Permanent
**Salary**: $48,000.00-$65,000.00 per year
**Benefits**:
- Casual dress
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Work from home
Flexible language requirement:
- French not required
Schedule:
- 8 hour shift
- Monday to Friday
- On call
Ability to commute/relocate:
- Mississauga, ON: reliably commute or plan to relocate before starting work (preferred)
**Education**:
- Secondary School (required)
**Experience**:
- Customer service: 1 year (preferred)
**Language**:
- Spanish (required)
