Customer Success Coordinator | Coordonnateur, Réussite client (Bilingue/Bilingual)

Numeris

2d•CA$53,000 - CA$63,000

About The Position

Numeris is Canada's most trusted and authoritative source for broadcast measurement and consumer behaviour data. As well, the industry leading intelligence provider to broadcasters, advertisers, and agencies. We have been recognized for over 75 years as providing the gold standard in audience intelligence. We have great people who do exceptional work. We take pride in building an environment of continuous learning and career advancement opportunities. Our teams are collaborative, curious, and dedicated to creating quality experiences. We love what we do, enjoy each other's company, and support initiatives to give back to our communities. We are looking for people to help us shape the future of Numeris, and have a lot of fun along the way. The Customer Success Coordinator is responsible for coordinating client-facing communications, maintaining customer documentation, supporting product releases, and assisting with customer onboarding, training, and account administration. The role also serves as a central point of coordination for internal requests and cross-functional initiatives, helping ensure projects are completed efficiently and consistently while maintaining a high standard of customer service.

Requirements

Bachelors, College Degree or Diploma in Marketing, Communications, Business or a related field (or equivalent experience)
1-3 years of experience in advertising, broadcasting industry
2+ years of experience in client success, marketing coordination, or technical communication roles
Proficient in Microsoft Office 365 (Word, Excel, Outlook etc.)
Comfortable learning new software and business systems.
Excellent written and verbal communication skills in English & French, with the ability to communicate clearly and professionally to both clients and internal stakeholders.
Ability to translate technical information into easy-to-understand client communications.
Strong organizational and time management skills with the ability to prioritize tasks, coordinate multiple requests, and meet deadlines in a fast-paced environment.
High attention to detail and accuracy.
Passionate about delivering excellent customer service and building positive relationships.
Demonstrates professionalism, responsiveness, and a customer-first mindset.
Able to identify issues, gather relevant information, and determine when to resolve independently or escalate appropriately.
Demonstrates sound judgment and a willingness to learn.
Works effectively with cross-functional teams, including Client Service, Product, Marketing, Research, and Operations.
Comfortable working independently while contributing to team objectives.
Quick learner who embraces new processes, technologies, and changing business priorities with a positive attitude.

Nice To Haves

Experience with CRM platforms (e.g., Salesforce or HubSpot) and customer support tools such as Zendesk is considered an asset.

Responsibilities

Coordinate client-facing product communications, including release notes, service notifications, and technical announcements with the marketing team.
Maintain and update client-facing documentation, including support articles, user guides, dashboards, and monthly client reports.
Coordinate requests between Marketing, Product, Client Service, and Operations teams.
Track request progress and ensure timely completion.
Coordinate English and French translations for client communications and documentation where required.
Provide administrative and coordination support for sales initiatives as required.
Coordinate client onboarding and offboarding activities.
Assist with client account administration and user management.
Gather client feedback and communicate insights to Product and Customer Success teams.
Escalate client issues to appropriate internal teams and track resolution.
Provide backup support for incoming client inquiries.
Administer client entitlements using internal systems.
Assist with product rollout activities, including documentation and internal communications.
Support User Acceptance Testing (UAT) activities when required.
Escalate client-related issues to internal teams.
Coordinate internal product training sessions and materials.
Provide minimal backup support and training to Numeris staff.
Deliver basic product training and guidance to clients.
Assist with routing incoming sales inquiries to the appropriate Account Manager.
Provide backup support for customer service activities.
Build positive relationships with clients while ensuring a high level of service.
Assist Account Managers during client annual renewals.