Customer Success Specialist

Some of what you will do:
As a Customer Success Specialists play a pivotal role in upholding our commitment to exceptional customer experiences. We prioritize customer satisfaction by addressing cancellation requests, billing inquiries, and acting as an impartial resource for service escalations, partnering with various cross functional teams to deliver a seamless customer experience and fostering proactive retention strategies in collaboration with various teams.

Specifically, You Will:

• Champion our high standards for customer experience by efficiently handling cancellation requests and addressing billing inquiries.

• Lead by example, providing top-notch support to customers and subscribers while identifying opportunities for proactive retention.

• Actively participate in process improvement projects to continuously enhance our service delivery.

• Guide new customers through the onboarding process, ensuring they have a smooth and successful implementation of our subscription services.

• Reach out to customers regularly to provide updates, gather feedback, and help. Anticipate and address any issues or concerns before they escalate.

• Educate customers on the features and functionalities of our services, helping them maximize their usage and achieve their desired outcomes.

• Monitor customer satisfaction and usage metrics to identify opportunities for up-selling or cross-selling additional services. Work to ensure customer renewals and minimize churn.

• Champion the voice of the customer within the company, providing feedback and insights to drive product improvements and enhancements.

• Manage customer profiles with the subscription management platform (Zuora).

Some of what you need:

• Bachelor’s degree in business administration, Marketing, Communications, or related field (or equivalent experience).

• 3-5 years of proven experience in a customer-facing role, preferably in customer success, account management, or sales. 

• Bilingualism in English and French is considered an asset but is not required.

• Exceptional communication skills, both verbal and written, coupled with strong interpersonal and organizational abilities.

• Proficient negotiation skills to navigate challenging situations with internal and external stakeholders.

• Contact center experience is required.

Physical demands/working conditions: