Summary

We are looking for an enthusiastic Customer Success Administrator to join our team in Waterloo.

Join our team and help inspire a companywide culture of customer success, putting our customers at the heart of all we do. The Customer Success Administrator will work closely with our Marketing and Sales teams to ensure our customers are getting the most out of our products. The Customer Success Specialist will support our renewals process by maintaining pipeline of upcoming renewals and securing renewal prior to expiry.

Key Responsibilities

1. Promptly and professionally receive incoming customer inquiries through phone, email, Service Cloud or other channels and route the request appropriately.

2. Become an advocate for the customer by ensuring that support requests and feature requests are escalated, timelines and expectations are communicated back to the customer, and that solutions are provided in a timely manner.

3. Help administer renewals, including proactively reaching out to customers prior to the end of the license term, presenting the new rate, processing renewals, and triaging issues to the appropriate teams.

4. Engage with customers to understand how they are using our products and to promote the services we offer.

5. Leverage client data and behavior to proactively identify customer risk and growth opportunities; develop comprehensive strategies to address and/or limit risk.

6. Positively represent the company with a strong emphasis on superior customer service with an ultimate goal of customer retention.

7. Collaborate with cross-functional teams to ensure seamless experiences for customers.

8. Ensure that Salesforce information is accurate and maintained correctly.

Key Requirements

1. Post-secondary education in a related field or equivalent experience.

2. Proven success in a customer facing role.

3. Experience with Salesforce would be considered an asset.

4. Customer-first orientation and approach.

5. Strong organizational and time-management skills.

6. Exceptional communication skills. 

Skills

• Client Servicing
• Communications Skills