Client Success Representative

Job description

Department: Client Success

Reports To: Vice President, Client Success

Location: Virtual (in Calgary, Alberta)

COMPANY OVERVIEW

Beyond Providing a Dynamically Comprehensive Marketing Automation Tool

One of the primary challenges facing modern-day businesses is determining exactly what marketing efforts are working for them, and where they need to improve. Indeed, at the end of the day, the term "marketing" needs to translate into tangible results that sales teams, managers and others can see and measure…and that's precisely where we come in.

Based in Canada with a primary office in Calgary, Alberta — and boasting clients hailing from all over the world — ActiveDEMAND is the company behind the highly successful ActiveDEMAND marketing automation platform, considered our flagship offering. ActiveDEMAND started as a digital marketing agency with a vision: build a modern tool set for the multi-client marketer. ActiveDEMAND was launched in 2012 and though its' conceptualization has been materializing since 2005. Since 2002, the founders have constructed a plethora of tools and systems to not only effectively market products and services, but to bridge the gap between marketing and sales.

JOB SUMMARY

Reporting to the VP, Client Success, the Client Success Representative ensures clients are supported in the use of ActiveDEMAND products by handling Tier I inquiries, managing account actions, and providing onboarding assistance. The role focuses on delivering responsive support, maintaining client satisfaction, and documenting solutions to common issues.

RESPONSIBILITIES AND ACCOUNTABILITIES

Held accountable for the outcome of:

• Technical, onboarding support and training provided to clients.
• Providing accurate guidance on platform features and processes to support client success.
• Weekly Progress reports to the VP, Client Success, that are both timely and accurate.

The key responsibilities of the Client Success Representative include:

• Handling account-related actions, including activations, upgrades, downgrades, transfers, cancellations, creating new accounts and billing inquiries.
• Communicating professionally with clients via chat, email, and phone to assist with their needs.
• Managing live chat and support tickets using the project management platform and responding to clients and internal teams in a timely manner.
• Handle general support tickets (Tier I) and find solutions or workarounds to resolve client issues effectively, which may involve basic platform checks and troubleshooting.
• Working with Engineering to debug, reproduce, and solve bugs that clients may encounter.
• Escalating complex (Tier II and Tier III) issues to the appropriate team members when necessary and ensuring proper follow-up.
• Performing service work for clients, including building out landing pages, emails, campaigns, workflows, etc.
• Assisting clients with varying levels of marketing skills to ensure successful use of the ActiveDEMAND software.
• Creating and updating support articles and training materials, including documenting solutions for common problems clients face.
• Maintaining a knowledge base of products and adhering to company standard operating procedures (SOPs).
• Reporting client feedback and observed trends to the Client Success team.
• Becoming an ActiveDEMAND and FunnelFLARE expert.

QUALIFICATIONS

Education and Experience:

• Degree, Diploma, or Certificate in Business, Computer Information Systems, or Computer Science is considered an asset.
• 2+ years of experience working in a customer and/or client-facing role, preferably within a marketing agency, IT, or SaaS company.
• 1 - 2 years of experience in an account management or business development role with emphasis on relationship management.
• Digital marketing experience is considered an asset.
• Graphic design and website development experience (HTML, JS, CSS) is considered an asset.

Skills and Knowledge:

• Strong understanding of the account management process to support and increase client growth opportunities.
• Ability to identify and understand business and technical challenges addressed by the client(s).
• Outstanding, engaging, and proactive customer service skills.
• Website development experience (HTML, JS, CSS) is considered an asset.
• Exceptional problem-solving and critical thinking skills are considered an asset.
• Ability to work collaboratively with colleagues and team members to create a results-driven, team-oriented environment.
• Excellent verbal and written communication with team members and clients.
• Ability and commitment to communicating in a professional and friendly manner both internally and externally at all times.
• Ability to cope with conflicting demands and prioritize tasks.
• Outstanding organizational skills and exceptional attention to detail.

WHAT WE OFFER

• The opportunity to work with an exciting, innovative, and growing company.
• Virtual Work from home within Calgary, AB.
• 2 weeks of vacation.
• Extended Health Care Coverage, including Vision, Dental, and Prescription Drugs.

We would like to thank all applicants for their interest, however only those selected for an interview will be contacted.

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Extended health care
• Work from home

Application question(s):

• Are you legally authorized to work in Canada?
• Do you have a Diploma or Degree in Computer Information Systems, Computer Sciences, or a related field?
• What are your salary expectations for the role?
• What is your proficiency level in the English Language (Elementary, Limited, Professional, Native/Bilingual)?

Work Location: In person