Client Success Specialist

**Base Salary**:$45,000 / year

**Bonus**:Performance-based bonuses ($5,000-$10,000 / year)

**Status**: Permanent Full-Time

**Reports to**:Director of Operations

**RESPONSIBILITIES**
- Company knowledge: Understand the full Merriam Music offering (lessons, programs, events, policies and basic instruments) in order to maximize each customer contact opportunity
- Customer loyalty management: Provide high-level customer service to develop relationships and retain students, continually reinforce the Merriam differentiators to help meet targets for both retention and add-on business
- Customer service: Translate customer questions, issues and concerns into positive experiences and resolutions for customers, processing back-end changes for lessons
- Business development: Seek out new business opportunities with our existing clientele
- Withdrawal intervention: Respond to withdrawal requests to determine issues, work through issues to retain customers, meet/exceed retention targets (personal and team/school)
- Analysis: Track and analyze withdrawal data in order to increase retention

**PERKS**
- Vibrant company culture where everyone has a shared passion for music and education
- Benefits package
- Staff discounts for instrument purchases and lessons

**REQUIREMENTS**
- Previous experience in delivering exceptional customer service with excellent problem-solving skills
- Previous success in a sales role
- Intermediate proficiency in Google Workspace
- Ability to multi-task in order to complete tasks within a fast-paced environment
- Some evenings and weekends required

The company is unique as an employer for many reasons.

**Application and Investment in Technology**

Stemming from Mr. Merriam's own personal interest in cutting-edge technologies, Merriam Music has consistently been on the leading edge of technology investment since its inception. They were the first and largest digital piano dealer of Roland product in the late 1980's, introducing customers to MIDI technology for the first time, long before most homes even had personal computers.

They were amongst the first in the education and instrument retail worlds to use digital CRM and digital financial 'back-end' technology from ACCPAC. And by the early 2000's was investing close to 10% of its profits annually into digital marketing, SEO, and video production.

Applicants can expect a company that is responsive to technology trends, open minded to new tech-driven solutions, and supportive of the necessary evolution that's required to stay efficient and ahead.

**A company for music lovers, by music lovers**

Not everyone at Nike runs half-marathons. Not everyone at Boeing flies. But every key employee at Merriam Music has music in their blood at a deep level. The CEO is a pro-level jazz pianist and rhythm aficionado. The President is also a professional performer and producer. The Senior Director of Operations can teach you about subdivision, key signatures and tonality. Our IT director used to manage one of Toronto's most famous recording studios. Our CFO is in a professional bell choir. When your product is music, it's a different kind of company when it's built and run by musicians.

As a result, the mission of the company - to give a lifetime of music fluency to as many as possible - feels personal and connected to every daily activity. Everyone here universally loves and respects the role that music can play in peoples' lives.

**A foundation built, a future of possibilities**

Many SMB's - particularly family owned and managed - have trouble sustaining both growth and culture into the second generation of operation. Not only has succession planning and company sustainability been a priority for the last 5 years, but Merriam's 5 year growth plan places it squarely on the world stage...ready to exploit its many key differentiators.

Our core musical IP, namely our curriculum and 30 years of institutional classroom and school administrative knowledge, is virtually unique in the music industry. The internal marketing and content department has gained international recognition and leads our space, ready to place new and exciting services in front of a widening audience. Our piano retail division is breaking new ground in the areas of virtual and cross-country sales, along with our recently expanded footprint in the GTA.

The possibilities and areas of growth for employees therefore is wide and long-term. Talent in numerous disciplines are needed to propel this 3rd wave of growth for Merriam Music.

If you are seeking a mission-driven workplace, where merit and ideas are valued and supported, technology and innovation are embraced, and growth is constant, then we'd love to start a conversation with you.

**Job Types**: Full-time, Permanent

**Salary**: $45,000.00-$50,000.00 per year

Additional pay:

- Bonus pay
- Commission pay

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- V