Customer Service Specialist / Customer Success Specialist

Position Overview:
We are a technology company based on Toronto, Canada. We provide data driven solutions for our customers.
We are seeking a dynamic and results-driven Customer Service Specialist / Customer Success Specialist to join our team. As a Customer Success Specialist, you will be the primary point of contact for our clients, ensuring they derive maximum value from our products and services. You will play a critical role in fostering long-term customer relationships, driving customer satisfaction, and helping our clients achieve their business goals.

Key Responsibilities:

Customer Relationship Management:
Serve as the main contact for a portfolio of customers, building strong and trusted relationships.
Proactively engage with customers to understand their needs, challenges, and goals.

Onboarding and Implementation:
Guide new customers through the onboarding process, ensuring a seamless experience.
Collaborate with internal teams to implement solutions tailored to customer requirements.
Provide training and resources to help customers maximize product utilization.

Customer Success Planning:
Develop and execute customer success plans to align with their goals and our company’s objectives.
Monitor customer progress and identify opportunities for growth and improvement.

Retention and Growth:
Drive customer retention by ensuring high levels of satisfaction and product adoption.
Identify and address potential risks of churn and work proactively to mitigate them.
Partner with sales teams to identify expansion opportunities and support upselling initiatives.

Performance Tracking and Reporting:
Monitor customer health metrics and provide regular reports to stakeholders.
Conduct periodic business reviews with customers to showcase results and ROI.

Problem Solving and Support:
Address customer inquiries and issues promptly, collaborating with support and product teams to ensure timely resolution.
Gather customer feedback and share insights with the product team to drive improvements.

Qualifications:
University degree in business, marketing, or a related field (or equivalent experience).
1+ year experience analysing data and deriving insights using Excel or similar tools.
Proven experience in a customer-facing role, such as customer success, account management, or sales.
Strong interpersonal and communication skills, with the ability to build rapport and influence others.
Exceptional problem-solving abilities and a proactive mindset.
Ability to manage multiple customers and projects simultaneously.


Key Competencies:
Customer-centric mindset with a passion for delivering exceptional experiences.
Analytical skills to interpret customer data and metrics.
Team player who can collaborate effectively with cross-functional teams.
Organizational skills and attention to detail.
Adaptability in a fast-paced environment.


NOTE: Initial working hours for the role will be 9pm to 5am Philipines time.