Customer Success Specialist

RhythmQ•Mississauga, ON

9d•CA$55,000 - CA$60,000•Hybrid

About The Position

The Customer Success Specialist manages a set of assigned accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. They are the primary contact for customers, they understand customer success criteria, address questions, resolve issues and over time serve as a trusted RQ product advisor to help each customer reach their specific goals.

Requirements

Act as an RQ product and solution expert.
Understand customer requirements.
Recommend options to create the best user experience.
Setup the system to deliver beyond customer expectations.
Utilize project management skills.
Capture and implement customer specific requirements.
Meet customer go-live targets.
Capture and document customer specific requirements and setup.
Ensure new Customer Success Specialists know what's important to each customer and what's included in their setup.

Nice To Haves

Marketing analytics
Use of product features

Responsibilities

Manage assigned accounts to promote customer satisfaction, successful product use, and retention.
Serve as the primary contact for customers, understanding their success criteria, addressing questions, and resolving issues.
Act as a trusted RQ product advisor to help customers achieve their specific goals.
Uncover customer metrics and use software knowledge to help them achieve maximum value.
Proactively provide insights into best practices (marketing analytics, product features) and ways customers can hit their targets.
Understand technical subjects and communicate them to customers in non-technical terms.
Identify and resolve potential customer issues before they arise.
Anticipate client needs and provide valuable insights to prevent problems.
Resolve issues with the help of the Technical Support team in a timely manner, adhering to defined SLAs.
Expand RQ products use throughout the account.
Respond to customer requests and issues as the highest priority within defined SLAs.
Provide admin training upon customer request and when new features are released.
Maintain high customer renewal rates through ongoing engagement and technical leadership.
Capture and maintain current customer accounts.
Work with the sales team to identify growth opportunities.
Collaborate with sales and accounting teams to accurately renew yearly customers.
Onboard new customers by understanding their requirements, recommending options for the best user experience, and setting up the system.
Use project management skills to drive new projects by capturing and implementing customer requirements and meeting go-live targets.
Capture and document customer requirements and setup for future reference and to ensure smooth handoffs.