Client Success Specialist

Business Cloud Inc•Toronto, ON

5d•Hybrid

About The Position

As a Client Success Specialist (CSS) at Business Cloud, you will build the foundation for exceptional client experiences. This role involves developing hands-on expertise and certifications in platforms like Google Workspace and Microsoft 365, gaining frontline experience through a structured support rotation, and then transitioning into client-facing work. You will develop a deep understanding of the tools clients rely on, including cybersecurity, productivity, and business applications, enabling you to proactively support clients, deliver training, communicate effectively, and act as a trusted partner. You will report to the Director of Client Success and collaborate with Client Success Managers (CSMs). Your responsibilities will include supporting CSMs across the client base with various tasks and projects, building your skills, and performing user onboarding training. While not directly providing technical support to end-users, you will be comfortable using the managed applications and services. The day-to-day work is dynamic, ranging from onboarding users to Google Workspace, assisting with Microsoft 365 deployments, managing account changes, or resolving platform challenges with the Support team. You will also work with the Director of Implementation Services on new client implementations. The primary work location is the downtown Toronto office, with field visits to meet clients and provide high-touch service.

Requirements

Commitment to delivering an exceptional customer service experience.
Excellent customer-facing, communication, and presentation skills.
Strong knowledge and proficiency in modern work tools like Google Workspace, Microsoft 365, and other business applications.
Familiarity with various computer hardware and software, including mobile devices and peripherals.
Outstanding time management and multitasking skills, managing multiple priorities.
Willingness to travel within the Greater Toronto/Hamilton Area and occasionally across Canada.
Post-secondary education or equivalent experience.

Nice To Haves

Experience in a multi-tenant environment supporting diverse organizations with technological needs.
Familiarity with ticketing platforms like Zendesk.
Skilled in leading pre-sales meetings and activities, including delivering demos, presentations, drafting statements of work, proposals, and responding to requests for proposals.
Proficient in conducting workshops focused on modern workplace solutions, employee experience, content management, document management, and collaboration tools.
Cybersecurity training and expertise.

Responsibilities

Serve as a technically proficient resource for clients across managed platforms and applications, helping them navigate issues, configure tools, and optimize their technology stack.
Deliver practical, hands-on training to clients on platforms like Google Workspace and Microsoft 365 through various session formats.
Execute day-to-day client operations, including user management, account turnover, license allocation, and equipment quoting/procurement.
Provide clear communication to clients on technical matters, translating complex issues into understandable language with empathy.
Work with Client Success Managers to deliver the client engagement plan, including assisting with review meetings, coordinating office hours, and managing client equipment inventory and cybersecurity programs.
Act as an efficient point of contact for client inquiries, triaging, prioritizing, and routing requests for timely resolution.
Collaborate with the Implementation Services team to support the rollout of new applications and processes for clients.
Create and maintain client-specific documentation and contribute to internal and external knowledge bases.
Partner with the Support team on large-scale technical projects and initiatives.
Actively pursue ongoing training and partner certifications (e.g., Google Workspace, Microsoft 365) to deepen technical expertise.
Perform other duties as required.