Client Solutions Specialist (18-month contract)

Xello

11d • Hybrid

About The Position

Xello is looking for a Client Solutions Specialist for an 18-month contract. The role requires someone passionate about helping others, digging deep, and genuinely curious about solving challenging issues. The ideal candidate is an empathetic communicator who takes pride in managing the client experience through thoughtful and personal interactions. They are eager to learn about the products and the technology behind them, and are a dedicated team player who collaborates with peers to bring the service standard to life. This role acts as the face and voice of the client's experience, serving as the first point of contact.

Requirements

• 3+ years of proven client service experience preferably in a client facing environment, communicating through email and phone
• Expertise in troubleshooting and technical proficiency with CRM tools (SalesLogix, Salesforce.com, etc.)
• Experience working in SaaS or education technology industry
• Strong organizational skills and the ability to multi-task, prioritize, and manage time effectively
• Strong technical aptitude combined with amazing people skills

Responsibilities

• Provide a positive, exceptional client experience through high quality service and communication by phone and email
• Work through creative solutions to effectively gather information to identify, understand, troubleshoot and resolve client issues
• Evaluate and correctly prioritize client questions and inquiries that need attention
• Identify technical issues and collaborate with other internal teams to get them resolved
• Maintain an efficient resolution time that meets performance standards
• Become an expert in all products and features offered to our clients
• Accurately document all client interactions in the CRM
• Anticipate potential issues and product challenges that may arise
• Build sustainable relationships of trust through positive and personal interactions
• Innovate and proactively seek out new ways to improve the customer experience
• Liaise between clients and internal staff to effectively and efficiently improve user experience
• Help clients become more self-sufficient by walking them through solutions and guiding them to appropriate resources
• Maintain highest levels of client satisfaction and provide a sense of urgency that meets our clients’ expectations

Benefits

• Flexible work arrangements including hybrid and remote
• 4 weeks of vacation
• Employer-paid health and dental benefits
• 4-month top-up for parental leave
• Group RRSP with 3% matching
• Remote work environment
• 80% employer-paid health benefits
• 401(k) with 3% matching
• 28 days annual leave (inc. 3 days at Christmas) + bank holidays
• Additional annual leave days added to reward long service
• PD budget for every employee

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed