Customer Success Specialist

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.

What you'll be doing:

25% - Get Customers Where They're Looking to Go

• As an RQ product and solution expert you take ownership of your customers and their success
• You successfully uncover what metrics each customer is measuring, and you'll use your knowledge of our software to help them achieve maximum value
• Proactively provide continuous insight into best practises (incl. marketing analytics, use of product features etc.), and ways customers can hit their individual targets, metrics, and user experience goals
• Have an eye for marketing and technical details - you understand technical subjects, and communicate them to our customers in non-technical terms

25% - Provide Proactive Service & Solve Problems Before They Happen

• You identify and resolve potential customer issues before they do. You will anticipate client needs and provide valuable insights to stop problems before they happen
• Stuff happens - Resolve issues with the help of the Technical Support team in a timely manner (based on defined SLAs), and expand RQ products use throughout the account
• You will respond to customer requests and issues as the highest priority (within defined SLAs)
• Provide admin training on customer's request, and when new features are released

25% - Drive Retention Rates & Build Your Accounts

• Maintain high customer renewal rates as a result of ongoing customer engagement and technical leadership
• Capture and maintain current customer accounts, and work with your sales team to identify growth opportunities
• Work with our sales and accounting teams to accurately renew yearly customers by ensuring all details are accurately captured and communicated

25% - Onboard New Customers

• As an RQ product and solution expert, you understand your customer's requirements; you recommend options to create the best user experience for their users; and then setup the system that delivers beyond customer's expectations
• Use your project management skills! You'll drive our new projects by capturing and implementing each customer's specific requirements. They have go-live targets, and it's your job to hit them
• Capture and document each specific customers requirements and setup. It's your job to set up the next Customer Success Specialist to deliver value, so ensure they know what's important to each customer, and what's included in their individual setup

Success Metrics, and What We'll Measure:

• Retention rate – we want to partner with our customers for the long run
• Proactive engagement – helping our customers be successful in meeting their targets
• Onboarding time - Effectively onboard customers into RQ Products as per agreed delivery schedule
• Build your territory - Contribute to growth your customer value; build your territory customer base by getting referred to potential customers; and identify potential accounts in your network

Job Type: Full time

Shift & Schedule:

• Workday: 9:00 am – 5:00 pm, in office 3 days a week.
• After-hours work may be expected to hit your customer targets

Remuneration:

• Salary (base): $55,000 - $60,000 per year; On-Target Earnings: $60,000 - $70,000, uncapped
• Commission: Percent (%) of the Annual Contract Value (ACV) onboarded and retained
• Health benefit account ($2,500)