Client Experience Specialist

9 hours ago

Greater Toronto Area, Canada TERAGO Full time

Reporting to the Manager, Client Experience, the Client Experience Specialist (CES) will be responsible for ensuring the success and satisfaction of our customers. The CES will serve as the primary point of contact for all day-to-day customer issues, building strong relationships, understanding our customers’ needs, and working closely with internal teams to deliver exceptional service. The CES goal will be to drive customer retention, expansion, and advocacy by proactively managing the customer lifecycle and delivering exceptional customer experiences.


Responsibilities

  • Build and maintain strong relationships with customers, acting as their trusted advisor and advocate within the company
  • Develop and execute strategic account plans to drive customer success, retention, and expansion
  • Maintain customer documentation outlining information about the customer and their services
  • Collaborate with cross-functional teams, including Sales, Operations and Product, to ensure seamless onboarding, implementation and ongoing support for customers
  • Conduct quarterly business reviews with customers to assess their satisfaction, address concerns, and identify opportunities for improvement
  • Proactively monitor customer health and engagement, taking appropriate actions to mitigate risks and drive customer success
  • Identify and escalate customer issues and complaints to relevant internal teams, ensuring timely resolution and effective communication
  • Oversee downgrades, upgrades of services and customer moves
  • Collaborate with Sales to identify upsell and cross-sell opportunities, driving revenue growth within customer accounts
  • Serve as the voice of the customer within the organization, providing feedback and insights to inform product development, service enhancements, and process improvements
  • Update all activity in CRM and shared Reporting Tools


Education & Experience

  • Proven experience in customer success or account management, preferably within the telecommunications industry
  • Post-secondary education in Business, Information Technology or relevant field
  • Previous experience working with SalesForce is considered an asset


Skills & Knowledge

  • Strong interpersonal and communication skills, with the ability to build rapport and effectively engage with customers at all levels of an organization
  • Excellent problem-solving and decision-making abilities, with attention to detail
  • Demonstrated ability to manage multiple customer accounts simultaneously, prioritize tasks, and meet deadlines
  • Proactive and customer-centric mindset, with a passion for delivering exceptional customer experiences


Note: this is a contract position (6 months)

Please submit your resume via email to:


TERAGO is an Equal Opportunity Employer and welcomes and encourages applications from all interested and qualified candidates. TERAGO will provide accommodations throughout the recruitment, selection, and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform TERAGO staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

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