Customer Success Representative

October 9

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Payments • Software • M&A • Technology

1001 - 5000

Description

• Own the ongoing Silverware relationship with assigned customers and be responsible for retention, and growth of our customers by understanding their business needs and helping them succeed. • Build a trusting relationship and hold a strategic advisor position with each assigned customer and drive continued value of our products and services. • Work with customers to understand their short- and long-term goals with our products and assist where needed, also discussing future growth opportunities together. • Evaluate and identify opportunities for sales add-ons, integrations, new products and assist with facilitating implementation when required. • Advocate customer enhancements, bugs and escalations and help customers find solutions to their unique scenarios. • Inform and educate customers on new Silverware initiatives, product releases along with short- and long-term development roadmaps. • Identify and track any risks associated to your customers and make action plans to ensure all risks are mitigated in a timely manner as agreed upon by the customer. • Track customer Helpdesk Tickets and identify trends related to configuration issues, training opportunities or providing root cause analysis. • Partner with the Sales team to increase customers’ footprint and future value (up-sell and cross-sell) through product adoption and customer satisfaction. • Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements. • Work within a Scrum environment in collaboration with our Development, Quality Assurance and Business Analysts. • Be assigned as Project Manager on new products, enhancements and integrations. • Assist and provide recommendations regarding best practices, process improvements, documentation and training material.

Requirements

• 3+ years relevant customer success, or account management. • Proven track record of success in a customer facing role. • Exceptional communication skills (oral, written and presentation skills). • Experience building and maintaining relationships, while working to drive engagement. • Empathetic, positive attitude with a desire to help our customers reach their goals. • Passion for technology and for being a part of a fast-growing company. • Experience working with cross-functional teams (e.g. Sales, Technical Support, Implementations) • A high level of organizational ability, accuracy and attention to detail is required. • Flexible approach, able to operate effectively with uncertainty and change. • Driven, self-motivated, enthusiastic, and collaborative team player.

Benefits

• Medical • Extended Health and LTD plan • Dental • Vision • RRSP (with employer match) • Health Spending Account • Flexible paid time off