Bilingual Customer Success Manager - Toronto, Canada - Royal Bank of Canada

Royal Bank of Canada

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Come Work with Us
At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you're helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title
Bilingual Customer Success Manager

Ownr, an RBCx Ventures company, is hiring a Customer Success Manager. Ownr is the leading platform for entrepreneurship in Canada.

In this role, you will help thousands of entrepreneurs as they build and grow their business using the legal tools, perks, and other valuable resources provided by Ownr.

You will encourage users to maximize the value of their Ownr subscription and answer their questions and concerns along the way.

Through providing a fantastic customer experience and using your ability to make complex concepts simple and understandable, you will promote retention, increase customer satisfaction, and safeguard the reputation of Ownr in the marketplace.

Guided by your passion for entrepreneurship, you will take the lead in gathering user feedback and ensure that the voice of the customer is heard throughout the organization.

You will collaborate with the product, design, marketing and leadership teams to place the customer at the heart of Ownr's future.

WHAT WILL YOU DO?

Provide a strong customer experience by identifying customer needs, providing relevant product information, and troubleshooting any issues, while maintaining a positive, customercentric attitude
Escalate issues to relevant teams for investigation, and followup both internally and with the customer to ensure resolution
Promote the value of the Ownr product, ensure customers obtain maximum utility from their subscription, and seek opportunities for upsells
Build and maintain product expertise, as well as indepth knowledge of internal and external business processes which affect the customer journey
Develop and share best practices within the CS Team to continually improve the quality, effectiveness, and efficiency of our processes and initiatives
Be the voice of the customer internally, and partner closely with crossfunctional team members to translate business needs and product requirements into new solutions for customers
Drive personal projects and experiments that address business needs, and contribute to the attainment of team and organizational KPI targets

WHAT DO YOU NEED TO SUCCEED?

Must have:

Fully bilingual in English and French, in verbal and written communication
Customer service experience in a startup environment and/or fastpaced growing organization
Willingness to learn about legal concepts and other issues affecting business owners in Canada
Excellent written communication skills and the ability to respond quickly to customer concerns
Proactive attitude, and ability to identify and tackle new opportunities
Interest in technology and building innovative online solutions

Nice-to-have:

Experience using Intercom, or similar customerengagement software
Background as a business operator and/or firsthand exposure to entrepreneurship

RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.

WHAT'S IN IT FOR YOU?

Be part of a collaborative, progressive, and highperforming team, where your work is valued and has a direct impact on the success of the organization.
A strong organizational culture, where we thrive on the challenge to be our best, and we work together to help our clients thrive and communities prosper. We care about each other and believe that achieving success is a goal shared across the organization.
A comprehensive Total Rewards Program including bonuses and flexible benefits.
Leaders who support your professional development through coaching and managing opportunities.

Job Summary

Address:

TORONTO, Ontario, Canada

City:

CAN-ON-TORONTO

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

Personal and Commercial Banking

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

Application Deadline:

Inclusion
and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth.

We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work.

We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

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