Bilingual Customer Success Manager (12 Month Term)
About The Position
We are a VoIP telecommunications provider for businesses in Canada. We supply a communications solution aimed at improving the way Canadian organizations connect - our solutions are available through your browser, mobile device, and desk phone. Net2phone Canada is breaking down the pre-conceived barriers in Canadian Telecom. We are a true Customer Success focused organization; which means doing our best to ensure our VoIP platform and communication services are tailored to our clients specific needs; and supported with speed, knowledge, precision and friendliness. Providing the absolute best customer experience is always our top priority. Forget the 45 minute hold times- we average 1 minute wait times to reach a live technical support specialist. And while that's unheard of in telecommunications- so is our proactive Customer Success team who maintain a 1% customer churn rate in an industry where over 20% is the norm. Join us and be a part of an evolving Customer Success team- where your input is not only valued, but incorporated into our daily work. Would you like to start work every day knowing you’re helping bring solutions to Canadian’s leading businesses? Do you love overcoming challenges and solving problems? Are you curious and like to continuously learn? Are you adaptable and can change direction with ease when needed? Can you manage multiple detail-oriented tasks without breaking a sweat? Most importantly...Do you want to work with a brilliant team of high-performers who have a lot of fun together?
Requirements
- 2-3 years of customer experience
- Outstanding organizational skills with a strong attention to detail
- French-English Bilingualism
- Never-ending curiosity (you’re going to meet a lot of different businesses!)
Responsibilities
- Build and maintain strategic relationships with our customers and advocate on their behalf.
- Proactively identify opportunities to provide additional value for our customers.
- Identify early churn risk and master churn risk resolution.
- Refine your negotiation skills during renewal and upsell conversations.
- Identify opportunities to expand accounts, as well as support accounts through their business changes.
- Help our clients adopt and leverage all of our communication tools to best support their business.
- Liaise with our onboarding, technical support, billing and sales teams as needed.
- Become a product expert; who can relate the product to a variety of business models.
- Assist in the design and implementation of Customer Success best practices and trends.
- Learn to use industry leading SaaS technologies like Slack, Salesforce and more!
Benefits
- Join an amazing team culture who values work life balance.
- Accessible team socials (virtual and in person).
- Learning opportunities and growth.
- Paid time off, sick & family days as well as paid volunteer days.
- Ability to work remotely.
- $2,000 in health & wellness benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
