Customer Success Specialist

The Customer Success Specialist manages a set of assigned accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. They are the primary contact for customers, they understand customer success criteria, address questions, resolve issues and over time serve as a trusted RQ product advisor to help each customer reach their specific goals.

**What you’ll be doing**:
**30% - Get Customers Where They’re Looking to Go**
- As an RQ product and solution expert you take ownership of your customers and their success
- You successfully uncover what metrics each customer is measuring, and you’ll use your knowledge of our software to help them achieve maximum value
- Proactively provide continuous insight into best practises (incl. marketing analytics, use of product features etc.), and ways customers can hit their individual targets, metrics, and user experience goals

**30% - Provide Proactive Service & Solve**
- You identify and resolve potential customer issues before they do. You will anticipate client needs and provide valuable insights to stop problems before they happen
- Stuff happens - Resolve issues with the help of the Technical Support team in a timely manner (based on defined SLAs), and expand RQ products use throughout the account
- You will respond to customer requests and issues as the highest priority (within defined SLAs)
- Provide admin training on customer’s request, and when new features are released

**30% - Drive Retention Rates & Build Your Accounts**
- Maintain high customer renewal rates as a result of ongoing customer engagement and technical leadership
- Capture and maintain current customer accounts, and work with your sales team to identify growth opportunities
- Work with our sales and accounting teams to accurately renew yearly customers by ensuring all details are accurately captured and communicated

**10% - Learn and Grow**
- Leave things better than you found them. Schedule time in your calendar to challenge current processes and build new ones that bring value
- Regularly meet with other members of the RQ team to keep abreast of current customers and their requests, and new product pipeline
- Provide expert customer insight to the Sales, Onboarding and Development Teams on what innovations and improvements should be top priority to enhance the user experience, product capabilities and features
- Develop yourself. Grab a book, watch a podcast, take a course - choose what area of your career you’d like to build and commit to it.

**Success Metrics, and What We’ll Measure**:

- Retention rate - we want to partner with our customers for the long run
- Proactive engagement - helping our customers be successful in meeting their targets
- Response time - Quickly and effectively solve customer challenges and issues
- Build your territory - Contribute to growth your customer value; build your territory customer base by getting referred to potential customers; and identify potential accounts in your network

**Job Type**: Full time

**Shift & Schedule**:

- Workday: 9:00 am - 5:00 pm
- After hours work may be expected to hit your customer targets

**Remuneration**:

- Salary (base): $50,000 - $60,000 per year
- Commission: Percent (%) of revenue from additional assigned customer growth
- On-target: $55,000 - $66,000 (Salary, plus Commission paid on a quarterly basis - _uncapped_)
- Heath benefit account ($2,500)

**Salary**: $50,000.00-$60,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Tuition reimbursement

Schedule:

- Monday to Friday

Supplemental pay types:

- Commission pay

Ability to commute/relocate:

- Mississauga, ON L5C 4E5: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: Hybrid remote in Mississauga, ON L5C 4E5