Customer Experience Specialist

Are you passionate about creating value-driven customer relationships and shaping strategic partnerships that drive business outcomes? GURUS Solutions is looking for a dynamic Customer Experience Specialist to join our high-performing team and act as a trusted advisor to our clients as they scale their operations with NetSuite and our ecosystem of solutions. This is a strategic, sales-focused, and consultative role. As a CES, your ability to understand client needs, drive upsell opportunities, and build executive-level relationships will directly influence growth, retention, and long-term customer value. Your Mission As a Customer Experience Specialist, you will own a portfolio of client relationships. Your mandate is to proactively guide customers through all business stages, drive solution adoption, surface new revenue opportunities, and build the kind of trust that transforms you into an essential partner, not just a vendor. What You'll Be Doing Own and Grow Accounts: Serve as the primary point of contact for assigned clients, fostering long-term, growth-oriented relationships. Drive Strategic Expansion: Identify opportunities to position additional NetSuite modules, GURUS-built solutions, or services to support your clients' evolving needs. Build Trust and Influence: Develop strong relationships with key stakeholders, from end users to executive sponsors, by understanding their business goals and demonstrating value at every touchpoint. Lead Business Reviews: Plan and facilitate structured Business Reviews to assess account health, review KPIs, and map out future opportunities for optimization and expansion. Collaborate Cross-Functionally: Work closely with our Professional Services team and NetSuite's channel to ensure seamless delivery, clear communication, and proactive account planning. Stay Ahead of Risk: Proactively identify issues or challenges, escalate when necessary, and take ownership in solving problems to maintain satisfaction and momentum. Track & Optimize: Maintain CRM records, participate in team strategy sessions, and contribute to continuous improvement across the Customer Experience function.

Who You Are Bilingual (French & English) - essential for working with our client base. 2–4 years in Account Management, Customer Success, Sales, or other client-facing roles where driving growth and retention was part of your performance. Proven ability to identify commercial opportunities and close them by building consensus and delivering value. Bachelor's degree in Business, Psychology, Communications, or a related field focused on understanding people and influencing outcomes. Strong communicator and presenter You can confidently engage stakeholders at all levels, from technical users to the C-suite. Entrepreneurial and agile You don't wait to be told what to do; you spot opportunities and go after them. Organized, accountable, and able to manage multiple priorities while maintaining focus on client success.

Bonus Points For Familiarity with ERP or SaaS solutions (NetSuite is a major asset). Experience working with or within Professional Services teams. A consultative selling approach and knowledge of value-based selling techniques.

Why Join GURUS? At GURUS, we help companies transform how they operate by implementing NetSuite and building long-term partnerships rooted in business impact. As a Customer Experience Specialist, you'll be at the center of that transformation,empowered to drive client success, shape strategy, and influence growth. If you're relationship-driven, commercially minded, and ready to lead from the front, this is your opportunity.

• This position requires proficiency in a language other than French due to the fact that 75% of our clients operate in English