Customer Success Specialist

Customer Success Specialist

Location: Ottawa/Toronto

Salary Range: Salary is determined by experience level in role, internal and pay equity practices and market demand

Position Overview:

As a key member of the Customer Success team reporting to the Manager, Customer Success the Customer Success Specialist will manage customer accounts, onboard new clients on to our platform. We're seeking a Customer Success Specialist who's passionate about setting customers up for long-term success. In this role, you'll guide new clients through the onboarding process, ensure smooth adoption of our solutions, and build strong, lasting relationships from day one. If you're a great communicator with a customer-first mindset, we'd love to have you on the team.

Responsibilities:

• Managing the onboarding and success journey for new clients, including training property management, onboarding residents to the 1VALET smart ecosystem and monitoring overall system health for new building deployments, in person or virtual.
• Manage a book of pre-existing 1VALET clients, facilitating any upselling, renewals, and cross-selling.
• Account manages new clients from the first day of deployment until approximately 60 days by way of queries across email, phone and chat channels in an effective and timely manner, meeting pre-determined SLAs.
• Helping to develop omnichannel onboarding and educational materials/tools to drive customer engagement and satisfaction.
• Identifying customer needs and taking proactive steps to drive stronger CX outcomes (NPS) for property managers and residents.
• Analyzing user feedback and trends and collaborating with internal Design, Development and Installation teams to turn insights into product improvements.
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file document.
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Tracking customer experiences across online and offline channels, devices, and touchpoints.
• Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Performing product tests, and facilitating improvements.
• Keeping informed of industry trends and new CRM technologies.

Qualification:

• Degree or diploma in Business Administration, marketing, sales, computer science, or any other relevant area of study.
• 3+ years of experience in a Customer Success or Account Management
• Fluently bilingual (French and English)
• Experience in a software/technology company or related field preferred (property technology, access control or security)
• Excellent communication and relationship-building skills
• Strong collaboration and problem-solving abilities
• Familiarity with Google Suite (Docs, Sheets, Slides) and CX/CRM software
• Valid driver's license and access to a vehicle for occasional travel (5-10% of time)
• Hybrid position, must be willing to go to the office 2-3 days a week.
• Analytical mindset with the ability to interpret financial data and provide actionable insights.
• Experience supporting audits and month-end closing processes is preferred.

What We Offer:

• A culture of ownership and autonomy - you will thrive if you are a self-starter and enjoy a fast-paced environment
• Work with an incredible product - there is true belief across our team that we have the best product on the market
• Trust and flexibility - work from home, unlimited paid time off, and flexible schedules. We care about your performance, not your hours. We trust you to manage your time in a way that works best for you.
• Competitive compensation structure and 100% employer-paid benefits
• Extra perks: employee stock option packages, employer-paid benefits, holiday office shutdown each December, and support for professional growth.

Working With Us:

As a proud equal-opportunity employer, we consider all applicants for employment and openly encourage those who identify as members of underrepresented communities to apply to join our growing team. Join us, leave your mark, and let's make something extraordinary, together.