Customer Success Specialist | Spécialiste en succès client

Alveole•Montreal, QC

3d•Hybrid

About The Position

Alvéole is on a mission to connect people with nature in cities, one building at a time. As a certified B Corporation since 2018, we believe business can be a force for good. We partner with the world’s leading real estate companies to turn sustainability into an experience that tenants can see, touch, and feel. Through rooftop beehives and educational biodiversity programs, we help our clients meet their environmental goals while engaging communities and strengthening their brands. You can find our work in (and on) thousands of properties across North America and Europe, driven by a belief that business and biodiversity can thrive together. Learn more at alveole.buzz

Requirements

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

Responsibilities

Execute specialized playbooks to re-engage accounts when specific "trigger events" occur, including Stakeholder Shifts, Strategic Realignment, Platform Adoption, and Engagement Recovery.
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.