Customer Support Specialist

7 days ago

canada Hipo | High Potential Hires Full time

About the Job

Bilingual Customer Success Associate


You will play a key role assisting the trainers and Sr. Customer Success Associates to provide an extraordinary customer experience. Customer Success Team members are passionate about the product and equally excited about helping customers migrate to a new platform.


You have the ability to multi-task and have a true passion for problem-solving and helping customers achieve their business goals. This is a critical role whose priority is to successfully onboard customers, train users and manage the overall relationship with customers. A passion for software and new technologies is also a must.


As a Bilingual Customer Success Associate, you will report to the Director, Customer Success and work alongside the Customer Success Team, applying the strategies and solutions required to meet and exceed the satisfaction of new and existing customers.


PREREQUISITES

  • New graduates are welcome to apply
  • Fluency in French, both written and oral is essential.
  • Excellent communication skills and the ability to work as a member of a team as well as independently.
  • Solid presentation skills with both a passion for and experience working with B2B SaaS products and ability to dynamically adjust communication for technical and non-technical audiences
  • Ability to collaborate with others and work as a team to deliver meaningful results, and prioritizing group needs over individual needs
  • High attention to detail and the ability to manage a varied workload, in an evolving environment.
  • Excellent Time management and prioritization skills with the ability to juggle demands and meet deadlines
  • Proficient in MS office & Excel, Google Suites
  • Comfortable operating in a fast-growing, rapidly changing and dynamic organization with a self-governing, roll-up-your-sleeves culture.

RESPONSIBILITIES

  • Work with Customer Success team on all aspects of post-sales communications with customers
  • Participate in support calls and training sessions with customers
  • Assist in the management of project items for our law firms based in Québec and other regions.
  • Proactively drive results by assisting with a portfolio of enterprise projects, managing risks and issues, and leading projects to achieve desired goals while keeping cross functional teams accountable to business objectives
  • Clearly communicate and guide customers on their product journey as a trusted advisor


About the Role

  • Permanent salaried employee
  • Remote-first work environment

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