Job Description

We are looking for a Stakeholder Engagement Customer Success Specialist for our SaaS platform, Jambo™ (www.jambo.cloud). We are looking for someone who is fluent inEnglish, and preferably in French as well, as we expand our application and support to customers.

Position Type & Location

This full-time position is based out of our office in Calgary or Edmonton, with a hybrid schedule.

Who we are

Jambo (www.jambo.cloud) is the fastest and easiest way for organizations to manage their stakeholder engagement and consultation requirements. Created in 2016, Jambo is a Stakeholder Relationship Management (SRM) software, which helps record, track, and report on stakeholder contacts, communications, issues, commitments, and tasks.

Jambo is part of The Silvacom Group of companies that provide consulting, data and mapping, and software solutions to private and public sector organizations. We are also part of the Pledge 1% global movement with the commitment to give 1% profit to our charity of choice, like Classrooms for Africa.

Just like the Jambo product, our Jambo team is growing and we are looking for creative, high-performing people to join us and shape the best product and customer experience in stakeholder engagement and consultation technology.

We are one of the Canada’s Top 100 Small & Medium Employers and Alberta’s Top 80 Employers 2024. We like to work hard, play hard, and take care of our team by offering:

A competitive compensation and comprehensive benefits package that includes

o 3 weeks of vacation to start with

o Company Bonus Program

o Company-sponsored RRSP Matching Plan after a year of employment

o Medical/vision/dental benefits

o Flexible Spending Account (FSA)

Opportunities for personal and professional growth in a supportive and dynamic environment.
A chance to work with a diverse team of professionals dedicated to making a positive impact in the field of natural resource management.
Fresh snacks, Starbucks coffee, and monthly staff lunches
Free access to Headspace
FUNtastic team events like Escape Room, Video Game Night, Go-Karting, and Monthly Catered Lunches to name a few.

Who you are

You are highly personable, have strong communication skills, and are a cheerleader for Jambo!

When a customer signs up, you’re excited to take them on a journey with a game-changing product that will make their life easier. After they’re onboarded, you enjoy touching base to build client relationships and ensure adoption. If a customer needs help, you’re responsive and can follow up quickly. You like to take ownership of whatever you work on and would thrive in a collaborative environment focused on growing a SaaS to the next level.

Your previous experience in stakeholder relations or consultation would be an asset so you can draw upon your experience to help better advise customers with their Jambo configuration. Ideally, you are also someone who speaks both French and English to support Jambo’s customers in their preferred language and advise support and development teams to ensure we are providing a seamless experience for all our customers.

What you will do

Reporting to the Head of Customer Success, you will work closely with our team of developers, designers, product managers, and support representatives to provide customer support and strategic advice to help grow and provide value to our customers.

Confidently learn about Jambo, workflows, and use cases as the product evolves;
Support sales with demos, RFPs, and other activities to bring forward the customer voice and experience;
Engage in customer onboarding activities and check-ins with customers;
Manage and respond to support requests to ensure the most efficient and effortless experience for our customers;
Review and follow up on customer feedback;
Act as a trusted advisor for our customers and collaborate with the Customer Success and Development team to analyze and solve problems;
Drive client adoption during implementation and successful renewals with an emphasis on identifying risks and opportunities for improvement of overall client health;
Perform and monitor quality assurance tests in collaboration with the Product Team;
Collaborate with internal teams to develop training, onboarding, and support content; and
Work as a stakeholder around the product development table to help bring the customer voice to the development cycle.

What you bring

Required Qualifications:

An undergraduate degree, diploma, or related experience;
The ability to effectively collaborate and communicate cross-functionally;
Excellent written and verbal communication and presentation skills;
Superior customer service skills with the ability to identify customers' emotional and rational needs and respond with empathy, authenticity, and efficiency;
High attention to detail, and effective problem-solving skills;
Strong work ethic, drive, and sense of team;
Ability to establish priorities and manage competing deadlines; and
Proficient with Office 365 (Outlook, Excel, Word, PowerPoint, Teams).

Desirable Experience:

Fluency in English and French: The ideal candidate will be fluent in both English and French, with the ability to confidently conduct business, communicate with customers, and provide support in both languages. This includes being able to manage written and verbal correspondence, presentations, and customer interactions in French, ensuring smooth communication in diverse regions and markets.
Minimum 2 years of experience in stakeholder relations, public engagement, or communications;
Minimum 1 year of experience in a Customer Service role;
Experience with Jira, HubSpot or Salesforce, and Freshdesk;
Experience in account management;
Interest in continuous improvement and professional development; and
Understanding of cloud-based technology.

Seem like a good fit?

Please apply via Indeed with your resume and cover letter in PDF file format.
When applying, please view our privacy policy ( https://www.jambo.cloud/privacy-policy)

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Job Types: Full-time, Permanent

Additional pay:

Bonus pay

Benefits:

Dental care
Extended health care
Life insurance
RRSP match
Vision care
Wellness program

Schedule:

Monday to Friday

Application question(s):

If you speak French in addition to English, what’s your level of proficiency? (First language, NCLC 5 and above?)
Where did you get to know about this opportunity? (Indeed, LinkedIn, Employee referral…)
If offered the position, when are you available to start? (How many weeks of notice do you need to provide to your current employer)
What is your target salary range?

Experience: