Customer Success Specialist

Alveole • Montreal, QC

11d • Onsite

About The Position

The Customer Success Specialist at Alvéole is responsible for re-engaging accounts and ensuring smooth renewals. This involves executing specialized playbooks to address 'trigger events' such as stakeholder shifts, strategic realignments, low platform adoption (MyHive), or unbooked workshops. The specialist will lead re-introduction processes for new client contacts, pivot programs to align with new client goals (e.g., ESG reporting), and proactively intervene to ensure clients see the digital value of the program and meet tenant engagement targets. Additionally, the role serves as the primary contact for renewal questions and concerns, identifying and resolving issues that could hinder a smooth renewal process.

Requirements

• Deeply understands the "Value Gap" and can identify what specifically brings value to a client
• Possess the communication skills to demonstrate that value effectively during re-onboarding
• Approaches playbooks as "living documents" and is expected to test new outreach strategies, process flows, and re-engagement tactics
• Uses data to optimize strategies and share best practices with the broader team
• Ability to jump between different client types and technical problems without a dedicated book of business
• Comfortable using a Customer Health Score (CHS) to prioritize your daily "attack plan"
• Disciplined in executing playbooks to ensure no "trigger event" goes unaddressed
• Bilingual EN-FR

Responsibilities

• Execute specialized playbooks to re-engage accounts when specific "trigger events" occur
• Lead the re-introduction process for New POCs or New Leadership Teams to prevent churn during transitions
• Pivot the program when a client announces New Goals (e.g., shifting focus from Tenant Engagement to ESG reporting)
• Proactively intervene when MyHive is not set up or shows No/Low Activity, ensuring the client sees the digital value of the program
• Reach out and drive action when a Workshop is not booked, ensuring the property meets its tenant engagement targets
• Be the point of contact for renewal questions and concerns during the client’s journey
• Identify and resolve any lingering issues that might block a smooth renewal

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees