Customer Success Representative

Customer Success Representative

Available Position:

We are seeking a dedicated Customer Success Representative to join our team. As the ideal candidate you will be the trusted advisor guiding clients to maximize their IT investments and ensuring their ongoing satisfaction and retention. If you have the experience and the desire, we'd love to talk to you.

About you:

You are a geek at heart who loves to talk with people and you have a passion for customer service. Others describe this as your natural approach to your work. You love cutting edge technology and think it's fun to work with and learn about new and innovative technologies and products. As a result, you thrive in a continuous growth environment and love seeing customers embrace technology to drive their business forward. You take pride in handling customer issues quickly, consistently follow-up to ensure they're satisfied and you maintain strong relationships with your clients and fellow team members. Taking the stress out of IT management for your clients gives you great pride knowing that your work allows your client to focus on their core business. Collaborative environments are where you really shine and you enjoy bringing your ideas forward and seeing them come to reality and seeing them support your team and clients in new ways.

Duties and Responsibilities

• Build and nurture strong client relationships by proactively understanding business goals, anticipating challenges, and recommending tailored IT solutions that drive customer success and retention
• Ensure that the IT services delivered align with the client's needs and expectations. This includes monitoring service performance, addressing issues or concerns promptly, and working with technical teams to resolve any technical problems.
• Act as the voice of the customer – sharing feedback and advocating for improvements
• Perform regular Technology Business Reviews with customers & create IT roadmaps and budgets for the customer
• Seek opportunities to expand the range of services provided to the client - identifying upsell or cross-sell opportunities - recommending additional IT services or upgrades that could benefit the client
• Create quotes for customers for new products and services
• Assist sales team with quotes for products and services
• Track, quote and manage customer subscription renewals and ensure contracts are renewed on time and with the correct quantities
• Ensure customer related information is kept up to date in Pure IT's systems
• Gather feedback from clients to ensure they are receiving high quality IT services and their needs are met
• Working with accounting to ensure client's accounts are kept up to date and paid in a timely manner

Core Competencies

• Communication Skills: Excellent verbal and written communication skills to effectively interact with customers and internal teams.
• Technical Knowledge: Understanding of Pure IT's services and technology to provide informed support and advice – "The Pure IT Way"
• Customer-Centric Attitude: A passion for helping customers and ensuring their success
• Organizational Skills: Ability to manage multiple tasks and priorities in a fast-paced environment
• High emotional intelligence and empathy
• Detail oriented
• Punctual and dependable
• Friendly and approachable
• Goal and results oriented
• Committed to continuous education and personal development

Education & Experience Required

• Bachelor's degree in business administration, communications, or a related field is preferred
• Experience with Microsoft 365 products, services & licensing is required
• Customer Service experience managing multiple customers is required
• Sales / Account Management training is highly beneficial
• Minimum 1 year experience with cybersecurity fundamentals is required
• Experience working in the MSP / IT technical services field is preferred
• CompTIA A+ Certification preferred

Job Types: Full-time, Permanent

Pay: $50,000.00-$70,000.00 per year

Application question(s):

• Do you live in or near Calgary, AB?

Education:

• Secondary School (preferred)

Experience:

• Customer service: 1 year (required)
• Cybersecurity sales: 1 year (preferred)
• Managed IT Services sales: 1 year (preferred)

Language:

• fluent English (required)

Work Location: In person