Customer Success Coordinator

3 weeks ago

Montreal, Canada CSA Group Full time

Employment Status:

Regular

Time Type:

Full time

BUILDING A WORLD CLASS TEAM STARTS WITH YOU

At the heart of CSA Group is a vision: making the world a better, safer, more sustainable place. It's been part of our mission for nearly one hundred years: from the first engineering standard for railway bridges developed in 1919, to more than 3,500 standards, codes & related products today.

Headquartered in Canada, with a global footprint of more than 30 labs and offices across Europe, Asia and North America, CSA Group tests, inspects and certifies a wide range of products - from every day househould items to leading edge technology-to meet exacting requirements for safety, performance and environmental impact.

Our employees take pride in making a difference in people's lives through the work that we do. We're looking for people like you to help make it happen.

Job Summary:

Coordinateur de la réussite des clients

Type de temps :
Temps plein


LA CONSTITUTION D'UNE ÉQUIPE DE CLASSE MONDIALE COMMENCE PAR VOUS


Au cœur du Groupe CSA se trouve une vision : faire du monde un endroit meilleur, plus sûr et plus durable. Cela fait partie de notre mission depuis près de cent ans : de la première norme technique pour les ponts ferroviaires élaborée en 1919 à plus de 3 500 normes, codes et produits connexes aujourd'hui.

Le Groupe CSA, dont le siège social est situé au Canada et qui compte plus de 30 laboratoires et bureaux en Europe, en Asie et en Amérique du Nord, met à l'essai, inspecte et certifie une vaste gamme de produits - des articles ménagers courants aux technologies de pointe - afin de répondre à des exigences rigoureuses en matière de sécurité, de rendement et d'impact sur l'environnement.

Nos employés sont fiers de faire une différence dans la vie des gens grâce à leur travail. Nous recherchons des personnes comme vous pour nous aider à réaliser cet objectif.

Résumé du poste:


Le coordonnateur de la réussite des clients veille à ce que les clients et les intervenants tirent le maximum de profit des produits commerciaux du Groupe CSA. Il est responsable de la mise en place précise et opportune des normes, des formations et des produits complémentaires dans la boutique en ligne et dans d'autres systèmes internes, ainsi que du maintien des niveaux d'inventaire pour les documents non protégés par le droit d'auteur. Le coordinateur gère l'organisation des sessions de formation, en veillant à ce que les instructeurs et les participants disposent de tout ce dont ils ont besoin pour que la session soit couronnée de succès. Le coordinateur traite également les demandes de certification du personnel, autorise les clients à passer des examens de certification et délivre la certification en cas de réussite. Le coordonnateur contribue à la réussite des clients qui s'abonnent à CSA OnDemandTM, en les aidant à s'intégrer, en résolvant les problèmes, en surveillant l'utilisation et en contribuant à la décision des clients de renouveler leur abonnement.

Responsabilités : 

En temps opportun et avec un degré élevé d'exactitude, créer et tenir à jour les dossiers des produits ; les détails des dossiers financiers pour tous les produits, y compris les renseignements essentiels sur les produits tels que le prix de vente, les titres des produits, le format, la classe, la portée. Modifier constamment les bases de données pour assurer la présentation la plus créative et la plus efficace des données afin de maximiser les ventes et l'image de marque de la CSA. Encadrer les clients et leur donner des conseils pour faciliter l'intégration des produits, en particulier pour les services d'abonnement et les programmes de certification du personnel (PC), sans toutefois s'y limiter. Veiller à l'efficacité de l'intégration et à la surveillance continue des " scores de santé " des clients abonnés, en tirant parti des mécanismes de formation et de soutien pour intervenir lorsque les clients semblent présenter un risque de non-renouvellement. Soutenir les activités d'hébergement pour les cours virtuels sur une base régulière. Coordonner les opérations liées à la fourniture de produits à valeur ajoutée (classes à inscription ouverte, sites privés, conférences de formation, événements spéciaux), y compris l'affectation des ressources internes et externes, la préparation des lieux, la fourniture des didacticiels et le service à la clientèle. Répondre aux demandes de renseignements et d'assistance des clients sur les produits existants. Travailler régulièrement avec des informations confidentielles (par exemple, les résultats des tests des candidats au PC et le statut de leur candidature). Le coordinateur traite les demandes de certification du personnel en gérant l'exécution des commandes du programme de certification personnelle, ce qui comprend l'autorisation accordée aux clients de passer des examens de certification et l'attribution de la certification en cas de réussite.

Formation et expérience souhaitées : 

Diplôme universitaire de trois ans ou diplôme d'un collège communautaire de trois ans en administration des affaires ou équivalent post-secondaire. Gestion de base de données obligatoire, expérience du commerce électronique, de Salesforce et de SAP. Expérience professionnelle dans le domaine du service à la clientèle.

Compétences:

Solides compétences en informatique, y compris MS Word, PowerPoint et Excel, expérience de l'application HTML, connaissance des applications basées sur le web. Fort esprit d'équipe, souci du détail et capacité avérée à résoudre les problèmes de manière indépendante. Une connaissance pratique de tous les processus, y compris les processus de vente et de distribution et de gestion des matériaux, est un atout. La maîtrise du français est requise.

#Normes CSA

Le Groupe CSA est un employeur qui souscrit au principe de l'égalité des chances et s'engage à respecter la diversité, l'équité et l'inclusion. Nous interdisons toute forme de discrimination et de harcèlement fondée sur les motifs stipulés dans les lois applicables. Nous sommes une organisation où les opportunités sont basées sur les compétences et les capacités, et où les différences sont respectées et valorisées. Veuillez nous contacter à l'adresse si vous avez besoin d'aménagements dans le cadre du processus d'entretien. 

The Customer Success Coordinator ensures customers and stakeholders get the most value from CSA Group commercial products. The Coordinator is responsible for accurate and timely system set up of standards, CSA Advantage, training and supplementary products in the online store and other internal systems as well as the maintenance of inventory levels for non-copyright documents. The Coordinator manages the delivery of training sessions, ensuring instructors and participants have everything they need for a successful session. The Coordinator also processes personnel certification applications, grants permission to customers to write certification exams and awards certification upon successful completion. The Coordinator supports the success of customers who subscribe to , and CSA Advantage assisting with onboarding, troubleshooting issues, monitoring usage and contributing to the customers’ decisions to renew their subscriptions.

Responsibilities:

In a timely manner and with a high degree of accuracy, creates and maintains product records; financial record details for all products including critical product information such as selling price, product titles, format, class, scope. Constantly edits the databases to ensure the most creative, and effective presentation of the data to maximize sales and CSA’s Corporate image.

Coaches and provides guidance to customers to support product onboarding specifically for, but not limited to, Subscription services and Personnel Certification (PC) programs.

Ensures effective onboarding and ongoing monitoring of subscription customer “health scores”, leveraging training and support mechanisms to intervene where customers appear at risk of non-renewal.

Supporting hosting activities for virtual course events on a regular basis.

Coordinates operations related to the delivery of value-added products (open enrollment classes, private onsites, training conferences, special events) including internal and external resource allocation, venue readiness, courseware delivery and customer service.

Responds to existing customer product-related inquiries and requests for assistance.

Regularly works with confidential information (for example, PC candidate test results and candidacy status).

The Coordinator processes personnel certification applications by managing the order fulfillment of the Personal Certification program which includes; granting permission to customers to write certification exams and awards certification upon successful completion.


Preferred Education & Experience:

Three-year University degree or three-year Community College Diploma in Business Administration or post-secondary equivalent.

Database management, eCommerce, Salesforce and SAP experience preferred.

Customer service work experience.

Skills:

Strong PC skills, including MS Word, PowerPoint and Excel, experience in HTML application, knowledge of web-based applications.

Strong team player, attention to detail and proven independent problem-solving skills.

Working knowledge of all processes including sales and distribution and materials management processes is an asset.

French proficiency is required.

#CSAstandards

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