Customer Success Representative

1 week ago

VancouverRichmondSurreyWhite RockCoquitlamBurnabyNew WestminsterSeattleLangleyNorth Vancouver, Canada Targeted Talent Full time US$104,000 - US$150,000 per year

What you'll do

  • Manage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects. 
  • Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business priorities
  • Advise customers on solution features, configuration options, and system processes and procedures
  • Configure and customize new customer instances, as well as understand and configure interfaces to third-party applications
  • Manage changes to requested solutions, including following the documented change request process for scope and billing management
  • Onboard clients, including creating training material and conducting effective training calls and/or visits with clients
  • Proactively surface project risks and issues for the team to address as well as provide consultative guidance and dynamic solutions for any issues that arise 
  • Provide proactive outreach at all stages of the customer lifecycle
  • Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
  • Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention levels
  • Participate in customer support standby rotations when the regular support team is unavailable
  • Assist, if requested, in the sales process, providing technical sales support

Skills you'll need

  • Bachelor's degree in business or technology with one or more years' experience implementing business software in a consultative role within a SaaS environment preferred though greater experience in a related role with increasing responsibility may be considered as an appropriate substitution
  • One or more years of experience managing software implementation projects
  • Two or more years of software application implementation experience in a consultative role, preferably within a SaaS environment
  • Excellent communication and presentation skills
  • Must be personable and enjoy working with people in an entirely customer-facing role
  • Knowledge of project management/delivery methods and tools 
  • Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
  • Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
  • Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
  • Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
  • Working knowledge of Scrum and other Agile methodologies 
  • Bonus: previous experience with programming, or ability to write simple database queries and scripts 
  • Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
  • Experience in the Workforce Management domain preferred
  • Experience with Salesforce (or other CRM) desired
  • Ability to travel (job requires up to 30% travel)
  • Comfortable working as needed in a remote environment with video-conferencing tools

What you'll get

  • Competitive wages
  • ESPO (employee stock option program)
  • Medical/dental vision coverage
  • 401(k) 
  • Flexible PTO and 10 paid holidays per year
  • Career advancement opportunities

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