Customer Success Specialist - Toronto, Canada - Talentburst

Talentburst
Talentburst
Verified Company
Toronto, Canada

2 weeks ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

Title:
Customer Success

Location:
Toronto, ON

Summary

  • The Program Specialist will be working a hybrid position in Customer Success.
  • We need someone who understands customer needs and Project Management.
  • Someone who has a structured approach to solving both long
- and short-term problems and communicates effectively.

  • We require someone who has strong understanding of executing projects and change manage when implementing new features/tools for our customers.
  • You would be responsible for communicating to customers and expert teams; to present new cloud features that delight endusers.
  • You would need to assess customer needs and position new features in a way that solves for customer pain and creates customer delight.
  • You would partner with the customer experience leaders and key stakeholders to provide the best customer experience across omnichannel experiences.
  • Meant to educate customers, encourage selfservice, and identify opportunities to migrate customer to the cloud.

Responsibilities:


  • Drive the launch of yearend activities for QuickBooks Desktop customers
  • Understand the customer's needs, anticipates, and narrows in on customer needs and pain points leading to friction
  • Uses root cause analysis techniques to ensure systemic issues are identified and treated in a timely way.
  • Manage the operational day to day running of programs
  • Own change management and change communication
  • Able to connect data points to form actionable insights, recommend solutions and share findings with team and stakeholders
  • Partner with the local CS L,D&Q lead to maintain training and quality standards
  • Partner with the local CX lead to design the e2e Customer experience
  • Responsible for creating and implementing process and policy improvements
  • Partner with cross functional teams Sales / Marketing / Analytics / Product Management / ICS and Finance in market building stakeholder relationships and create a tiger team to deliver the programs and results and optimize the programs
  • Performance will be measured on the achievement of the above and respective metrics per program to measure success
  • Implement endtoend thinking and awareness of impacts across customer and expert channels

Experience:

years of experience overseeing or managing projects
years overall experience in Customer Success or sales role coupled with strong customer empathy

  • Demonstrated track record operating independently and efficiently to manage multiple priorities and projects simultaneously, and to manage milestones and deadlines in a fastpaced environment.
  • Demonstrated ability to drive performance through third party vendors and dotted line reporting relationships
  • Innovative thinker with a passion for generating new ideas, nurturing a culture of creativity, & continuing to raise the bar on business performance
  • Data driven strong analytical skills confident using qual and quant data to derive customer insights and recommendations

Operational excellence - creating and documenting process and policy - developing Playbooks


Former background:


  • Been in customer success roles or lead generating type of roles
years of experience


Nice to have:


  • Bilingual French would be ideal

Pay:
$28.00-$35.00 per hour


Schedule:

  • 8 hour shift
  • Monday to Friday

Ability to commute/relocate:

  • Toronto, ON M5V 0S8: reliably commute or plan to relocate before starting work (required)

Experience:


  • Customer success: 3 years (required)
  • Project management: 2 years (required)

Work Location:
One location


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