Customer Success Specialist

We are looking for a motivated Customer Success Specialist to join our team. You will be responsible for driving customer engagement through providing fast, friendly, heart-warming support they cannot help but tell their colleagues about.

What you will be doing:

• Master our product line and learn them inside and out.

• Provide a first-class on-boarding experience for our new clients with your in-depth knowledge of our product and personal charm.
• Educate new and existing clients about our services and how we can help them build their business.
• Spot potential churn risks, and proactively reach out to clients to discuss how they can make the most of their services and suggest solutions.
• Identify improvements to our service and systems, based on your daily interactions with clients and other departments.
• Answer client questions, resolve client issues, and ultimately be the main source of customer support for all Top Producer products.
• Connect with our clients via phone, Zoom, and email to provide them with a delightful support experience.
• Identify the gaps and needs within our processes and collaborate with leadership to continually improve and steer the direction of the department.
• Assist with chat/phone/email queues as required.
• Conduct webinars as required.
• Perform additional duties as required by management/leadership.

About you:

• You love customers, deriving pleasure from engaging with them, solving problems, and growing long term relationships.
• Have an articulate and warm presence over phone, email and live chat that conveys confidence.
• Can contribute to a high-performance team by bringing lots of mental horsepower, positivity, and strong analytical & critical thinking skills.
• Have the ability to remain calm during high-pressure situations.
• Have strong analytical and critical thinking skills - you love asking those open-ended questions to really get to the root of the matter.
• You love problem solving, once you’ve got to the bottom of the issues, you can think on your feet to reach a solution.
• Are someone who is always on the lookout for ways to improve our client experience and overall systems to ensure that we are offering world-class service.
• Are naturally able to make sense of something technical and explain it in simple terms and you are not afraid to ask clarification questions to ensure that you are explaining it in full.
• Have ample customer service or sales experience.
• Previous experience with Salesforce, and other digital marketing or customer success tools is an asset.

What we offer:

• A Monday to Friday schedule (7:30 AM to 4:00 PM) with occasional overtime
• Competitive Salary
• Rewarding Incentive Programs
• Full Benefits package