Client Solutions Specialist (18-month contract)

Xello • Toronto, ON

12d • CA$50,000 - CA$55,000 • Remote

About The Position

Xello is looking for a Client Solutions Specialist for an 18-month contract. The schedule for this role is Monday - Friday from 12pm - 8pm ET. The ideal candidate is passionate about helping others, curious about solving challenging issues, and possesses strong communication skills. They are empathetic, take pride in managing the client experience through thoughtful and personal interactions, and are eager to learn about the products and the technology behind them. As a team member, they collaborate with peers, share knowledge, and use company-wide insights to find solutions. This role is the face and voice of the client's experience, acting 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

• 4 weeks of vacation
• Employer-paid health and dental benefits (for Canadian staff)
• 4-month top-up for parental leave (for Canadian staff)
• Group RRSP with 3% matching (for Canadian staff)
• Remote work environment (for US and UK staff)
• 80% employer-paid health benefits (for US staff)
• 401(k) with 3% matching (for US staff)
• 28 days annual leave (inc. 3 days at Christmas) + bank holidays (for UK staff)
• Additional annual leave days added to reward long service (for UK staff)

What This Job Offers

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