Customer Success Representative - Toronto, Canada - IsoMetrix

IsoMetrix
IsoMetrix
Verified Company
Toronto, Canada

3 weeks ago

Sophia Lee

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Sophia Lee

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Description

IsoMetrix, is a leading integrated risk management software company with offices in the USA, Canada, Australia, United Kingdom and South Africa.

We provide state-of-the-art solutions for ESG, EHS and GRC management.


Backed by the leading private equity firm Carlyle, an investment firm with $293bn of assets under management, SaaS-oriented business model.


Main purpose of Job:

Onboarding, implementation, and support of customers on our Lumina ESG product.


Primary responsibilities:


  • Meeting with customers and completing onboarding, following the subscription to Lumina ESG and collect any required information for the implementation of the site
  • Communications with customers throughout the implementation phase to go live
  • Work closely with Product Mangers to identify gaps and work together as we scale our customer support, onboarding, and implementation processes
  • Replication of issues
  • Routing of support tickets to the relevant team for completion within response times
  • Monitoring customer support dashboards and escalating issues as they arise
  • Liaise with the Business Development team when identifying upsell opportunities
  • Build relationships within their portfolio of customers and advocate their needs with the Product & Development and Product Strategy teams
  • Process and system improvement in conjunction with internal teams such as Business Development, Marketing, Product & Development, Finance and Customer Success members

Minimum education experience:


  • University graduate

Additional requirements would be an advantage:

  • Minimum 3 years' Business Analysis and software implementation experience
  • Minimum 3 years' experience in software support and customer success
  • Minimum 3 years' experience at IsoMetrix or a similar EHS/GRC/ESG software product
  • This is a global role, straddling various time zones and will require flexible working hours
  • Background in ESG/carbon emission management
  • Spanish speaking

Personal attributes:


  • Excellent communication and customer service skills
  • Strong analytical and problemsolving abilities
  • Excellent organizational and time management skills
  • Detail orientated
  • Team player
  • Logical and methodical
  • Someone who can stay calm under pressure and has an ability to multitask
  • Flexible
The
  • IsoMetrix DNA encompasses the following core values and behaviours
  • Own It
  • Do the right thing
  • Embrace Ideas
  • Win together
  • Think Beyond

Pay:
$293.00 per hour
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