Customer Experience Specialist

Our Customer Experience Specialist will focus on maintaining and growing the company's existing relationships with clients by leveraging Gurus' solutions and services. You will be assigned to specific clients with the task to foster meaningful long-term partnerships with them.
The Customer Experience Specialist role is to understand the customer's needs, propose a solution and generate sales for the company as a result. You will be the liaison between customers and our internal Professional Services teams to ensure the timely and successful delivery of solutions according to your customer needs.
**What's a regular day for our Customer Experience Specialist...**
- Operate as the lead point of contact for any and all matters specific to your assigned accounts;
- Develop a trusted advisor relationship with key customer stakeholders and executive sponsors;
- Present Gurus' value-added and capabilities by proposing creative solutions based on the customer's needs.
- Work closely with assigned accounts to understand how Gurus' partner solutions are utilized;
- Ensure assigned accounts deploy solutions correctly, and collaborate with customers to establish a road map to further optimize the usage of our solutions in order to bring maximum value to their organization;
- Use your business acumen and understanding of the products (modules & extensions) to proactively upsell additional value to your customers;
- Assist with management and facilitation of NetSuite license renewals;
- Schedule, organize and lead Business Reviews (BR) with top accounts;
- Proactively identify, escalate and participate in resolving customers concerns / issues;
- Maintain and update CRM system, participate in continuous improvement initiatives;
- In collaboration with the Director Customer Experience, develop quarterly and annual plans to ensure proper coverage and support on key accounts.

**What we value from our Customer Experience Specialist**
- Must be fluent in English & French;
- 2 to 4 years of experience in an environment with a strong focus in customer experience and customer relationship building - example but not limited to account management;
- University degree in business administration, management or any other relevant discipline;
- Problem-solver with a keen sense for customer experience and satisfaction - you want to make your clients' lives easier by finding the best business solution to their needs
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization - you're known for bringing naysayers onboard
- Able to pivot quickly in a fast and high performance environment - you're not afraid to be flexible with the unknown and adopt a go-getter entrepreneurial spirit
- Excellent listening and negotiating abilities - you can take snippets from your conversation with clients, and come up with a plan and rally the team to present the most suitable solution;
- Strong initiative and time management skills;
- Proven ability to manage multiple projects at a time while paying strict attention to detail;
- The following are bonuses:

- Knowledge of ERP or other relevant SaaS;
- Great understanding of business workings in a company - business acumen can help you understand client requirements and propose business technology solutions;
**What are the perks of being a GURU?**
- Be part of a team of fun and determined people, with an interest in business and technology
- Great company culture focused on people [check out a Day in the Life at GURUS here]
- Flexible schedule and work-from-home
- Your well-being first: benefits program (medical & dental insurance), and health flex plan (gym memberships, equipments, therapeutic massages, etc), and access to Dialogue.
- Work culture: training programs, certifications, and opportunities for advancement in the company