Customer Success Specialist (Hybrid)

Broadridge•Toronto, ON

1d•Hybrid

About The Position

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team. We are seeking a highly motivated Customer Success Specialist to join our dynamic team. In this role, you will be the crucial link between our organization and our small enterprise/ mid-market clients, ensuring that their needs are met, and their expectations exceeded. You'll build and nurture strong relationships, leveraging insights and best practices to drive customer engagement, satisfaction and value. Your responsibilities will include orchestrating smooth client migrations, leading impactful large group onboarding sessions, and designing workshops to enhance product utilization. With a focus on success metrics and customer advocacy, you'll play an integral role in fostering a positive client experience and expanding their usage within our product suite. The successful candidate should be committed to driving business outcomes for clients.

Requirements

Bachelor’s degree or equivalent experience preferred
5+ years as a customer advocate to drive customer renewal and retention
Ability to work with the clients and develop relationships
Ability to serve as a business partner and trusted advisor
Digital marketing or experience in a SaaS organization required
Experience with financial services technology and products
Exceptional communication (written and verbal) and time management skills
Strong client interfacing and client relationship building
Ability to multitask and prioritize effectively
Strong problem-solving, attention to detail and analytical skills
Must have reliable internet connection and ability to work well independently

Responsibilities

Serve as the primary point of contact for mid-market clients, maintaining regular communication to understand their business needs and creating advocates for our platforms both at the home office and advisor levels
Conduct periodic business reviews to assess customer satisfaction and align on goals and strategies
Design and deliver interactive customer workshops aimed at enhancing feature usage, demonstrating best practices, and reducing churn across our user base
Partner with the Sales, and Delivery teams to facilitate the successful migration of clients
Lead new customers through a streamlined onboarding process, ensuring a smooth and efficient transition onto our platform.
Deliver comprehensive onboarding and training sessions, to our compliance users using they become subject matter experts on our platforms
Conduct engaging group demonstrations for our customers to build awareness and understanding of our tools and offerings.
Support Enterprise Customer Success Partners with BAU activities, including troubleshooting, remediation, research, reporting and other requests as needed
Analyze usage data to identify trends and provide actionable insights that encourage clients to maximize the benefits of the product
Identify opportunities to expand client usage within the product suite, offering solutions that add value and align with their business objectives
Collaborate with customers sales teams to drive adoption, upsell and cross-sell opportunities
Advocate on behalf of customers to improve their product experience and communicate feature updates effectively
Address client issues and questions in a timely and efficient manner, collaborating with support and technical teams when needed.
Report on customer success milestones and achievements to internal stakeholders
Partner with marketing to ensure clients have our latest marketing materials that emphasize our competitive edge