Opportunity 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.

We are looking for an experienced Customer Success Coordinator to join our clients growing team. Under the direction of the Vice President of Sales and Marketing, the Customer Success Coordinator is the point of contact for their platform subscribers throughout the life of their subscription. The Customer Success Coordinator 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 Coordinator 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.

Job Responsibilities

  • Primary contact for customer relationships
  • Profile and demonstrate proprietary software using solution selling techniques
  • Working with the marketing team, the Customer Success Coordinator will convert potential clients to new clients
  • 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

Core Skill Requirements

  • 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 results oriented
  • 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
  • Remote work schedule
  • Bonus program

How to Apply

Please submit your resume and cover letter in confidence to Susan Black, CPHR at sblack@fhblack.com. Only qualified applicants will be contacted.