CUSTOMER SUCCESS SPECIALIST


Company Overview

Our client is western Canada’s leading provider of grain marketing services, offering
consulting, analysis, and direct selling opportunities to individual farm businesses.
Through the use of innovation and technology, our client provides marketing solutions
and agricultural consultation to farm businesses.

Description Overview
We are looking for an experienced Customer Success Specialist to join our clients growing team. Under the direction of the Product Manager, the Customer Success Specialist is the point of contact for their platform subscribers throughout the life of their subscription. The Customer Success Specialist identifies customers’ needs and goals, ensuring they receive the appropriate tools and support needed. This includes
user adoption and onboarding after purchase, answering all customers questions and concerns, and advising customers on product buying decisions. The Customer Success Specialist will work closely with sales, marketing, and platform development teams to advise when customers should move into higher modules, analyze customer’s likes and dislikes, identify new opportunities, and
maximize growth, retention, and client satisfaction.

Summary of Duties and Responsibilities
Develop strong relationships with key customers to build a trusted partnership
Act as the platform customers leading advocate
Escalate user issues when needed, follow up promptly and ensure customer needs are exceeded
Educate, train, and support customers on how to best leverage the platform to their benefit
Facilitate sales and growth drivers while managing risk
Secure subscription renewals and identify cross-selling opportunities.
Conduct customer and public data research to grow a library of customer testimonials, success stories, and online reviews
Collaborate with stakeholders in product, sales, and marketing to align strategy with current goals
Collaborate with sales and marketing to develop communication tactic
Collaborate to ensure customer engagement and satisfaction

Education & Qualifications
Minimum two years of experience in a customer-facing role, proficient in
software as a service (SaaS)
Bachelor’s degree from a college or university; or two-four years related experience and/or training; or equivalent combination of education and experience
Strong presentation skills with demonstrated professionalism and ability to adapt to a variety of clientele.
Technologically savvy with the ability to navigate software and train new users
An understanding of the agriculture industry would be an asset
Exemplary communication and interpersonal skills in building and maintaining relationships
Highly organized
Exceptional customer service skills
Experience working with inside or direct sales
Ability to work in a fast pace and cross-functional environment
Problem solver with an ability to think outside the box and be highly resultsoriented
Understanding of technology and desire to learn more
Ability to take initiative, own processes, and work independently as required
Positive mindset, enthusiasm, and energy


What Our Client Offers
Competitive salary
Employer matching Group Retirement Savings Plan
Group benefits
Excellent growth opportunities
Bonus program


If you are interested in this exciting opportunity, please email a copy of your resume to kmokosinski
@fhblack.com
We thank all applicants in advance, however, only those individuals who best meet our qualifications will be contacted.
All other resumes will be kept on file for future consideration