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Customer Success Specialist

1 month ago

Fort Erie, Ontario, Canada Rich Products Corporation Full time

Customer Success Specialist (Contract - Limited Phone Contact)

Location: Buffalo, NY, US* (All Canadian residents must be authorized to work in the USA)

Segment: Customer Service

*THIS IS NOT A REMOTE POSITION. MUST BE WITHIN A COMMUTABLE DISTANCE TO BUFFALO, NY (NO EXCEPTIONS WILL BE MADE).

PURPOSE STATEMENT

As a Customer Success Specialist (Contract), your mission is to ensure the satisfaction and success of our Silver-tier customers. You will play a critical role in nurturing relationships, resolving issues, identifying growth opportunities, and providing insights to enhance the customer experience.

  • Must understand Canadian culture
  • Must be authorized to work in the US without sponsorship (no sponsorship is available)
  • Must be an outgoing team player that loves collaborating with others
  • Must be comfortable working in a Business to Business environment with limited phone contact
  • Must be able to work in a contract position for approximately a year (possibility for extension)
  • Must be able to work a flexible daytime hybrid schedule, working at home Mon & Fri, and working onsite at world headquarters Tues-Thurs
  • Pay range is $32.92-$35.07 CAD an hour (no negotiations outside of this range)

MAJOR RESPONSIBILITIES

1. Customer Relationship Building (30%):

a. Build and nurture strong, long-lasting relationships with our Silver-tier customers.

b. Act as their dedicated point of contact for inquiries, concerns, and requests.

c. Regularly engage with customers to understand their evolving needs and challenges.

2. Customer Success Strategy (25%):

a. Develop and execute customized customer success plans for Silver-tier accounts, aligning with their unique goals.

b. Identify and monitor key customer success metrics and KPIs.

c. Continuously refine customer success processes for the Silver tier to enhance overall satisfaction.

3. Product Expertise and Insights (20%):

a. Develop an in-depth understanding of our products or services, staying updated on features and capabilities.

b. Provide customers with insights on how to maximize the value of our offerings.

c. Collaborate with internal teams to ensure product improvements based on customer feedback.

4. Upselling and Cross-Selling (15%):

a. Identify opportunities for customers to benefit from additional services or upgraded products.

b. Collaborate with sales and product teams to explore and execute cross-selling strategies.

c. Ensure customers are aware of products or services that enhance their experience.

5. Data and Reporting (10%):

a. Maintain accurate customer records and interactions in the CRM system.

b. Generate regular reports on customer success metrics and outcomes.

c. Share insights with internal teams for continuous improvement.

KNOWLEDGE/SKILLS/EXPERIENCE

  • Bachelor's degree in Business, Supply Chain Management, or a related field is preferred NOT required
  • 2+ years of experience in Customer Success or Account Management
  • Exceptional interpersonal and communication skills
  • Strong problem-solving and issue-resolution abilities
  • Ability to work collaboratively with cross-functional teams
  • Proficiency in CRM software and reporting tools
  • Results-oriented, with a focus on customer satisfaction and retention

SCOPE INDICATORS:

Direct Reports = 0

PHYSICAL REQUIREMENTS:

Ability to work overtime as needed

No travel required (except to work onsite Tues-Thurs at world headquarters).