Customer Success Specialist

Toronto ON
30+ days ago

Job Description

Job Description

For this opening we will consider candidates from the following locations: Toronto,ON,Canada | Montreal,QC,Canada

Intrado Digital Media is a leading global provider of technology-driven communication services.

As a Customer Success Specialist within our PR Service Management team you will be responsible for managing post-sale customer relationships for our Corporate Solutions, Public Relations services in the North America.

Your goal is to ensure Intrado Digital Media reaches outstanding customer satisfaction scores and client retention targets by educating clients on the Public Relations platforms. You must be comfortable training & interacting with clients at all levels of an organization either remotely or in-person. You should either have good knowledge of Public Relations business or Investor Relations business and an aptitude to quickly learn workflows & applications related to the industry.

Your responsibilities and activities would include:

  • Manage day to day requests from a book of clients, ensuring that questions/concerns are addressed in a timely and accurate manner
  • Provide training and on-going support for clients using the Public Relations products
  • Maintain and expand client engagement and product usage via regular proactive outreach
  • Monitor and expand usage of Public Relations platforms via proactive outreach
  • Work closely with Sales/Account Managers in devising strategies to retain revenue, and highlight at-risk situations
  • Manage relevant product migrations, including training on new product / workflows / enhancements and support during the migration process.
  • Work with internal stakeholders (Product Management, Sales, Commercial Management) to address and represent any market-specific user needs and requirements
  • Participate in ad-hoc projects with the view to improve client satisfaction, client retention and growth, education and internal workflow

Education, Professional accomplishments, and Certifications:

  • Excellent written and verbal communication skills
  • Previous B2B experience is mandatory
  • Public Relations and/or Investor Relations workflow knowledge
  • Financial markets knowledge is a plus

Skills, Requirements and Competencies:

  • Good Microsoft suite skills
  • Excellent presentation & training skills
  • Willingness to stay up-to-date with technology and product innovations
  • Strong interpersonal & communication skills
  • Ability to handle frequent change

This is a regular full-time position located in Canada. Desired start date is as soon as possible.


Connecting people with each other and the right information is mission critical. Intrado develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

Intrado is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most – Information to Insight.

Intrado has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Intrado welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Intrado Digital Media is proud to power mission critical communications and provides customers with everything they need to communicate with 4 key audiences: Employees, Customers, Investors and the media. Some of our popular solutions include marketing webinars, webcasting, virtual events, product launches, press release distribution, employee town halls, investor days audio, video and web conferencing.

Intrado's Digital Media solutions are proven to help reduce costs, attract new customers and keep our current customers loyal for life. We place a lot of value in giving our clients the solutions and support they need to operate efficiently and successfully. This same desire we use to set our customers up for success applies to our employees as well. Intrado is committed to helping our employees and their families maintain a healthy work/life balance, to build a financially secure future. Self-development and learning are key with all our global employees having access to our internal learning and development university DevelopU for career and skills enhancement.


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