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Customer Success Specialist - Markham, Canada - Pathway Communications

Pathway Communications

Verified Company

Markham, Canada

1 month ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About us

Job Title:
Customer Success Specialist

Location:
Markham,Ontario

Job Type:
Full-Time, on-site at Markham

Summary:

As a member of the Customer Success Team, you will be the primary point of contact for our clients, responsible for ensuring their satisfaction and success with our managed IT services.

You will work closely with our clients to understand their needs, provide solutions, and foster strong, long-lasting relationships.

Your role is pivotal in ensuring our clients achieve their desired outcomes and continue to see the value in our services.

Responsibilities
Your duties, in relation to the company and its services, will be to

Guide new clients through the onboarding process, ensuring a smooth transition and setup of our managed IT services.
Understand customer needs and thoughts through regular, proactive interactions. Build and maintain strong, longterm relationships with clients by understanding their business goals and IT needs.
Create performance reports, dashboards, and insights for customers. Regularly check in with clients to identify potential issues, provide proactive solutions, and ensure their IT systems are optimized.
Support the service delivery teams to make compelling client presentations. Identify opportunities for service renewals and upselling additional IT services that benefit the client's business.
Provide field feedback to sales, marketing and operations teams to improve service delivery.
Analyze customer data and competitor offers to identify potential churn signals.
Report on NPS and customer experience through data from surveys, telephone and inperson interviews and 'pulse checks'.
Ensure that customer issues are resolved promptly before they become problems.
Maintain a positive company image by implementing clientrelated events and programs.
Help the sales team upsell services relevant to client needs.
Prepare and deliver critical incident reports and RCAs

Skills & Qualifications:

Well organized; capable of meeting deadlines without direction
Exceptional interpersonal and persuasive skills
Ability to handle stressful, clientsensitive matters with equanimity and professionalism
Enjoys working with people in a fast paced, changing, work environment
Should be selfdriven and motivated.

Education

A Bachelor's degree in IT or related field or an equivalent combination of education and experience. ITIL certification preferred
At least 5 years' experience in a highintensity customer facing role in a technology services company
Strong analytical and presentation abilities
Excellent understanding of technology and service delivery

What we offer

Market leading compensation and benefits
Excellent opportunities to learn new skills
A rewarding and fulfilling work environment
Healthy worklife balance

Disclaimer:

Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.

Pathway Group of Companies is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin as required by the Ontario Human Rights Code.

Benefits: