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Customer Success Specialist

2 weeks ago

Toronto, Canada BookJane Full time

BookJane is an innovative software platform built for the healthcare industry that optimizes workforces, solves labour shortages, empowers staff to fill shifts. BookJane has several clients across North America using our platform. Our clients rely on our Customer Success team to be the conduit into the BookJane and the champion for our client internally to ensure continued success using the BookJane Suite of products.

The purpose of this role is to be responsible for the overall client success and satisfaction with the services from BookJane and the growth of our existing clients. **The Customer Success Specialist through regular and professional engagement with all facility levels of our clients ensure that our clients are achieving the desired results from the BookJane and Suite of Products/Services. **The Customer Success Specialist will be responsive, communicate effectively internally and with our clients and become the expert within the full suite of products and extended services.

This Customer Success Specialist reports directly to the Director, Customer Success; however, for all daily duties, the Customer Success Specialist will work in conjunction with a Customer Success Manager in their respective clients/territories.

**Key Deliverables**

**Client Relationship**
- The CSS is responsible for understanding customer challenges and recommend solutions based on the BookJane product suite

**Client Product Success**
- The CSS is responsible for assisting our clients to leverage the full capabilities of the BookJane Suite of Products to ensure increased adoption at all levels including, Corporate, Facility, and Jane user.
- The CSS is the client’s conduit to all recourses available to from BookJane that included but not limited to training, J360, and extended teams.

**Product Growth**
- The CSS is responsible for being the voice of the client to enhance and grow the product suite through feature requests and understanding their territory’s current and future needs.
- The CSS will engage with the clients to uncover product enhancement needs and submit on behalf of the clients feature requests that will be a key driver for future product development.

**Client Growth - Cross/Up Sale**
- Engage with our clients to uncover client challenges and needs and partner with the Sales team to drive additional revenue from existing clients

**Responsibilities**:

- Follow company principles on a daily basic Responsiveness, Dynamic Thinking, Going Above and Beyond, Expert Guidance, Integrity, Business-Focused Technology
- Coordinating with internal and external parties as needed to deliver on our SLA to our clients.
- Work with customers, internal teams, partners and suppliers to establish communication and manage expectations.
- Ensure client-facing operational activities are routed quickly and efficiently and escalated when necessary
- Become an expert in the full BookJane offering and all its features and functionalities
- Additional ad-hoc duties as required

**Qualification and Skills**
- Client focused, energetic and solution-oriented.
- Strong analytical skills with deductive reasoning capabilities.
- Analytical, organized, detail-oriented and able to make objective and critical evaluations and resolutions.
- Ability to work independently and creatively, while maintaining tight deadlines and holding accountability for projects.
- An expert with BookJane Suite of Services.
- Ability to deliver outstanding service in a constantly evolving environment.
- Ability to work under pressure.
- Interest in acquiring technical and business knowledge relating to one or many customers.

**Key Performance Indicators**
- Revenue Per Facility Location, OnDemand Shifts Per Facility Location, User Adoption Rates Per Facility Location
- Client Retention and Satisfaction
- Evaluation from superiors and peers
- Complete deliverables on-time
- Communicate ahead of time in the event of delays to deliverables

**Location**

This position is based in the BookJane headquarters in Toronto, Ontario Regular office hours are 9:00 am to 5:00 pm and off-hour work may be required in the normal course of projects.