Customer Success Analyst and Executive Assistant - Markham, Canada - Pathway Communications

Pathway Communications

Verified Company

Markham, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Summary

Duties & Responsibilities:

Customer Success roles:

Understand customer needs and thoughts through regular, proactive interactions
Create performance reports, dashboards, and insights for customers.
Support the service delivery teams to make compelling client presentations.
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
Follow up with new clients to ensure successful onboarding

Meeting Coordination:
Prepare agendas, attend and document meetings, and follow up on action items. Organize executive and leadership team meetings, including logistics and catering.

Document Management:
Maintain and organize important documents, reports, and files. Assist in preparing and proofreading documents, reports, and presentations.

Project Support:
Provide administrative support for special projects initiated by the CEO, which may include research, data analysis, and reporting.

Client Relations:
Assist in maintaining positive client relationships through effective communication and customer service.

Confidentiality:
Handle sensitive and confidential information with the utmost discretion and maintain the highest level of professionalism.

Office Management:

Oversee the smooth operation of the CEO's office, including ordering supplies, managing office equipment, and ensuring a professional and organized workspace.

Other Duties:
Perform other administrative tasks as required to support the CEO and the executive team.

Qualifications:

Bachelor's degree in business administration, management, or a related field is preferred.
Proven experience as an executive assistant or in a similar administrative role, preferably within the IT services industry.
Strong organizational and time management skills, with the ability to prioritize tasks effectively.
Exceptional communication skills, both written and verbal.
Proficiency in office software, including Microsoft Office Suite and calendar management tools.
Ability to handle sensitive information with the highest level of confidentiality and professionalism.
Strong problemsolving and multitasking abilities.
Detailoriented, with a proactive and positive attitude.
Knowledge of IT services and terminology is a plus.