Customer Success Specialist

West Coast Reduction Ltd.•Vancouver, BC

10d•CA$55,000 - CA$65,000•Hybrid

About The Position

The Customer Success Specialist is responsible for executing Beyond Oil pilots, customer onboarding, training, product adoption, deliveries and ongoing field support for restaurant and commercial kitchen customers. This is an execution-focused, individual-contributor role that works directly with operators, kitchen managers and back-of-house teams to ensure successful implementation and sustained use of Beyond Oil. The position also supports selected Redux service onboarding and customer-success activities related to used cooking oil recycling, organics recovery and other Redux programs. The role is not primarily responsible for prospecting or closing new business. A valid Class 5 driver’s license and personal vehicle are required for this position. Annual base salary $55,000 to 65,000

Requirements

2–5 years of sales experience, preferably B2B in hospitality, foodservice, or CPG
Strong understanding of commercial kitchen operations, fryer workflows, oil filtration or straining practices and safe handling procedures
Proven success in cold calling, prospecting, and closing new business.
Confident in delivering persuasive sales pitches and handling objections.
Highly organized, dependable and able to manage multiple customer visits, trials, follow-ups and reporting requirements
Strong communication skills with the ability to influence decision-makers.
Valid driver’s license and reliable transportation for travel within territory.
Available for regular travel throughout Metro Vancouver and the Lower Mainland, with occasional overnight travel throughout British Columbia and across Canada to support key customer pilots, training, rollouts and national-account requirements. Occasional travel elsewhere in North America may also be required
Flexibility to work evenings or weekends for key customer meetings or trials.
Ability to lift and carry product samples, testing equipment and training materials (up to approximately 25 lbs)

Responsibilities

Support a portfolio of restaurant and commercial kitchen customers across the Lower Mainland and broader BC market
Maintain close day-to-day collaboration with the Regional Manager of Redux Services, Beyond Oil Sales Representatives and WCRL operations teams
Build credibility and rapport with customer contacts by providing dependable, practical and hands-on support
Address customer questions and help troubleshoot implementation or service issues, escalating to the appropriate sales, collection, operations or management teams when required
Maintain accurate and up-to-date customer records, visit notes, trial data and follow-up actions in the CRM and other required systems
Represent Beyond Oil, Redux and WCRL professionally at customer meetings, new account launches, training sessions and industry events as directed
Plan, coordinate and carry out Beyond Oil POC trials and onboarding visits for new customer locations
Conduct site assessments to understand fryer configurations, oil-management practices, kitchen workflows, operating constraints and customer readiness
Coordinate the product, testing equipment, trial materials and training resources required for each implementation
Deliver Beyond Oil product, samples and trial materials to customer sites as required for pilots, launches and time-sensitive customer support
Support hands-on trial execution, including fryer preparation, oil straining or filtration, dosing, TPM testing, data collection and observation of kitchen procedures
Deliver practical training and train-the-trainer sessions for kitchen leaders and back-of-house teams on proper Beyond Oil usage and safe handling procedures
Ensure customer teams understand the required operating routines, responsibilities and performance expectations before the trial or rollout is completed
Track pilot progress, document results and communicate implementation status, risks and next steps to Redux leadership and the responsible Sales Representative
Complete post-pilot follow-up and support a clear handoff into ongoing customer adoption and service
Conduct scheduled customer visits and follow-ups to reinforce correct product usage, operating routines and the value delivered by Beyond Oil and Redux programs
Monitor customer adoption, satisfaction and performance indicators, and identify early signs of disengagement or implementation risk
Help resolve product-use, training and service issues in the field by clarifying the problem, coordinating the appropriate solution and following up to confirm resolution
Support multi-location rollouts, refresher training and new site launches as directed
Collect and relay customer feedback to support improvements to the product, training materials, implementation process and overall customer experience
Identify potential account-expansion or sales opportunities and refer them to the responsible Sales Representative or Redux leader (this role does not have primary responsibility for prospecting or closing new business)
Complete deliveries of Beyond Oil product, trial supplies and training materials required for pilots, launches or customer support
Maintain appropriate control and care of assigned testing equipment, training tools, product samples and field materials
Support selected Redux onboarding activities by confirming that bins, equipment, collection procedures and service schedules are properly understood and set up from day one
Assist with customer events, demonstrations, training initiatives and other field-based program activities as directed