CUSTOMER SUCCESS SPECIALIST

Company: Corporate Renaissance Group, a Quisitive Company
Division: emPerform
Location: Ottawa, ON
Job Type: Customer Support & Success
Experience Level: 2-3 years
Industry: Human Resources Software

Corporate Renaissance Group (CRGroup) is seeking a highly energetic and self-motivated Customer Success Specialist to join the emPerform team. The Customer Success Specialist would be a key member of the team, working to ensure support requests are managed and working across all functions to ensure that the customer experience is done right. The successful candidate would have full training and support and the opportunity to grow this role. This is a full-time position reporting to the emPerform Implementation Team Lead.

 

Key Job Responsibilities:

• Be the first point of contact for direct support inquiries and handle accordingly.
• Become the advocate and voice of our clients, ensuring clients are engaged, contacted regularly, happy, and are getting the most from emPerform.

 

The successful candidate will:

• Get to know emPerform’s complete solution inside and out and become an solution expert.
• Develop a trusting relationship with customers.
• Diligently, respond to and resolve inbound customer support requests through phone calls, web meetings, and screen share protocols.
• Ensure all customer requests are accurately tracked in CRM and responded to / resolved within Service Level Agreements.
• Be the main point of contact for customers post-implementation to ensure the proper triaging of customer requests and engagements.
• Resolve issues where possible, otherwise provide the relevant information/analysis to reproduce the issue prior to escalation to Product Development.
• Ensure that all incidents owned are followed through to resolution whilst keeping all stakeholders fully informed on progress.
• Manage the customer portfolios in CRM after implementation hand-off – to ensure we are in regular communication with customers, their needs are being addressed, and an open line of communication is maintained.
• Identify where customers are under-utilizing aspects of the solution and establish a plan to resolve gaps.
• Become highly familiar with industry and solution best-practices and to advise clients.
• Be flexible and open to work across teams to ensure priority projects are completed in a timely manner.
• Be the voice of our customers, advocate for their needs and collaborate with Product Management to shape the product roadmap.
• Assist in testing defect resolution and post-deployment of new functionality.
• Contribute to the Customer Knowledge Base by updating and creating articles to enhance and facilitate self-service support for clients.
• Manage the client ideas forum and portal, ensuring issues and ideas are routed and clients have a voice.
• Assist with the creation of client training material (guides and videos) and product training sessions as needed.
• Manage and proactively address renewal agreements and outstanding balances for existing clients.
• Continually identify and propose ideas and processes to improve the customer relationship experience.

 

Qualifications:

• Experience in software customer support, sales, implementation, or another customer-facing role.
• Experience in HR technology or management would be a plus.
• Able to communicate at all levels within any organization; excellent written communication, verbal communication, active listening and presentation skills.
• Customer orientated, including recognizing the business impact of issues and understanding when to escalate.
• Ability to build long term, trusting customer relationship with clients.
• Be a self-starter; able to work productively with minimal supervision.
• Flexibility, ability to change priorities quickly and capacity to handle multiple tasks.
• Able to provide occasional support and customer communication outside regular business hours.
• Experience working within a SaaS environment.
• Knowledge and experience in HR technology sector or some overall HR functional experience is considered an asset.

 

Education Requirements:

• University degree or College Diploma; preferably in Business or Human Resources
• Strong business process and analytical skills are essential
• 2-3 years of customer-service experience; preferably in software or business support

 

APPLY NOW:

We know that applying to a new role takes a lot of work and we truly value your time and look forward to reviewing your resume and cover letter. Even if you experience is very close, please consider sending in your application!

To apply for this position, please send your resume and cover letter to: [email protected]