Customer Success Expert

We are seeking a skilled Customer Success Manager to play a pivotal role in our customer success team.

• Customer Onboarding
  • Coordinate with the sales team on new clients to ensure a seamless transition to onboarding including leading implementations.
  • Act as a technical subject matter expert on our platform and empathetically guide users through the use and optimization of the system with their data.
  • Conduct training sessions to educate customers on existing and new features and best practices while understanding their specific needs.
• Relationship Management
  • Establish and maintain long-lasting relationships with key stakeholders within customer organizations.
  • Respond to customer inquiries in a timely and accurate manner, via phone or email.
  • Act as a trusted advisor, understanding customer goals and challenges to provide guidance on how our software can meet their business needs.
  • Update our CRM with information about technical issues and useful discussions with customers.
• Product Adoption and Engagement
  • Monitor customer usage patterns and proactively identify opportunities to drive increased product adoption.
  • Inform customers about new features and functionalities.
  • Collaborate with the product and development team to relay customer feedback and contribute to product improvements.
  • Support the sales team with sales presentations and demonstrations to prospective customers.
• Rewards and Expansion
  • Work closely with the sales team to ensure timely renewals and identify upsell/cross-sell opportunities.
  • Collaborate with customers to understand their evolving needs and align our solutions to support our growth.
• Issue Resolution
  • Serve as the primary point of contact for customer inquiries, concerns and issues, ensuring timely resolutions.
  • Follow up with customers to ensure their technical issues are resolved.
  • Share feature requests and effective workarounds with team members.
  • Analyze and report product issues.
  • Escalate complex issues to the appropriate internal teams and follow through to resolution.
• Customer Advocacy
  • Identify satisfied customers who can serve as advocates through case studies, testimonials, and referrals.
  • Promote customer success stories to showcase the positive impact of our products.
  • Coordinate feedback and issues with our product, sales and marketing team as needed.

Requirements:

• Bachelor's degree in Information Technology, Business Administration or other relevant field.
• Experience as a Customer Support Specialist or similar CS role.
• Experience with SaaS based products.
• Familiarity with mining industry is an asset.
• Experience using help desk software and remote support tools.
• Understanding of how CRM systems work, experience with Hubspot is an advantage.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities.
• Patience when handling tough cases.

What We Offer:

• A dynamic and supportive work environment.
• The opportunity to work with a diverse team and contribute to the success of our customers.
• A competitive salary and benefits package.
• The chance to grow and develop your career in a rapidly evolving industry.

About Us:

We empower our customers to make better decisions through real-time data management and analytics. Understanding our customer's needs and the ability to solve their problems is what sets us apart.

We value the power of diversity and at our organization, we walk our talk. We have a diverse team including in leadership positions and are dedicated to creating a diverse, equitable and inclusive environment. We ensure equal opportunity for all applicants and encourage people of all visible minorities, including Indigenous applicants, and those of any religion, sex, age, ability, sexual orientation, gender identity or expression to apply.