Customer Enablement Specialist
About The Position
Teranet is seeking a Fixed Term Contract Customer Enablement Specialist (CES) to join our team, reporting directly to Senior Manager, Sales Operations and Effectiveness. In this role, you will be part of a high-achieving team, acting as a key contributor to Teranet’s growth and expected to drive product adoption across a customer portfolio that includes real estate and mortgage professionals. Your ultimate goal will be to advance customer relationships, maximize customer engagement, promote retention and loyalty and identify opportunities for revenue expansion. You will also liaise directly with the Product Management Team, Customer Service & Marketing teams, and Sales teams to ensure that products deliver an exceptional customer experience. An ideal person for this role is someone who thrives on building relationships and executes with the client as the top priority.
Requirements
- Bachelor’s degree in marketing, communications, or related field
- Minimum of 3 years’ experience
- Functional knowledge of the real estate ecosystem, real estate data-related products & technology an asset
- Experience planning and conducting client training and onboarding sessions both in live training environments or through online channels
- Demonstrated aptitude for software product knowledge and sales success along with ability and interest to learn new software programs
- Highly organized and adept and managing a territory of clients/accounts
- Have the ability to diagnose, prioritize and drive resolution to customer escalations
- Always puts the customer first and are comfortable building and managing client relationships
- Empathetic, positive attitude with a desire to help customers drive value for their downstream customers and reach their goals
- Have experience and appreciation for how product and strategy decisions are made, as well as how cross function teams interact
- Eager to learn and take on new challenges as part of a growing team
- A service-oriented professional with meticulous written skills and strong verbal communications
- Someone who is a team player and enjoys the benefits of collaboration
- Experience with CRM software, customer support tools, and operational process management is a plus
- Strong analytical and problem-solving skills to identify gaps in processes and recommend improvements
Nice To Haves
- Functional knowledge of the real estate ecosystem, real estate data-related products & technology an asset
- Experience with CRM software, customer support tools, and operational process management is a plus
Responsibilities
- Actively contribute to the creation and rollout of a strategic training material and help to research best-of-breed technologies and approaches to product training
- Become a product expert and address customer inquiries for product and technical support
- Manage client onboarding processes, including both on-site and remote product consultation, as well as detailed product training
- Drive product adoption and maximize customer retention
- Provide strategic recommendations and share best practices in product use to the customer base
- Cultivate customer relationships by identifying and engaging with key decision makers
- Support contract renewals by working closely with the product & sales team to identify cross-sell opportunities
- Solicit feedback regarding products & services, contribute to the development of a formal feedback and intake program and work with internal stakeholders for product roadmap development and market intelligence
- Liaise with internal cross-functional teams to drive customer insights, identify client or product issues, and resolve queries
- Maintain a regular cadence of communication with customers and serve as the main point of contact for support escalations
- Support product teams with ongoing competitive intelligence and user experience feedback
- Assist in exploration, rollout and coordination of client user groups
- Collaborate with internal teams to design and streamline operational processes related to customer enablement
- Continuously assess and improve the efficiency of internal workflows to ensure scalability and effectiveness
- Develop and maintain documentation for internal processes, ensuring consistency and best practices
- Monitor and track the success of enablement initiatives and customer satisfaction metrics, providing actionable insights to improve future efforts
Benefits
- The annual pay range for this role is $70,000 - $75,000 CAD.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
