Job Description

Titan Logix Corp. (TLA on the TSX-Venture exchange) is a provider of liquid measurement solutions for the mobile liquids transportation industry. We design, build, sell, and support high-quality products and services through a network of Dealers and Original Equipment Manufacturers (OEMs) across North America and parts of Central, and South America. We are a technology company focused on creating lasting value for our customers with reliable, accurate, and industry-leading solutions for hazardous and non-hazardous applications.

The Customer Success Representative is the first point of contact for Titan’s end-use customers and represents the voice of customer within our organization. The Customer Success Representative is passionate about helping customers resolve issues and realize the value that our products and services bring to the market. In addition to customer-facing support, the Customer Success Representative is a critical source of feedback on how Titan can improve our products and services to better serve the entire mobile liquid transportation market.

Duties and Responsibilities:

Manage service-related, customer touchpoints, including: phone calls, emails, chatbot, and web forms
Manage and maintain the service pipeline from call to resolution, using the Hubspot CRM to log, track, and resolve service tickets
Escalate service tickets as needed to the relevant technical resources and advisors
Document Customer Success processes and procedures in collaboration with the Customer Success Manager
Collaborate with the Customer Success Manager, Marketing Manager and Product and Engineering teams to provide feedback and support on product training content for internal and external stakeholders.
Gather and analyze customer service information, recommend and implement process improvements, as necessary, to provide the best overall customer experience
Present service-related insights to the company at the monthly company meeting, including metrics on customer calls: common themes, feedback, and tickets
Occasional scheduled on-call customer support required during evenings and weekends
Provide back-up support to the Inside Sales function
Some travel within Canada and the USA may be required

Experience and Skillsets:

Post-secondary education in a relevant discipline
2-5 years experience in a customer-facing role, such as technical support, customer support, or inside sales.
Document Control and/or Communications experience an asset
Experience using a CRM or ticketing software platform, Hubspot considered an asset
Experience using an ERP system an asset
Experience assembling, repairing, or troubleshooting electronics considered an asset
Experience in the trucking, liquid measurement, or Petrochemical industry is an asset
Ability to manage multiple customer issues at once, prioritizing accordingly
A self-starter, motivated and excited to collaborate on building training programs

What will make us REALLY love you:

Interested in aligning with Titan’s corporate core values
Organized, goal-oriented, self-starter, with a team focused mentality
Excellent written and oral communication skills with the ability to produce clear documentation for both colleagues and customers
Friendly, willing to collaborate with multi-disciplinary teams

What you’ll love about us

Company Culture – Titan’s culture is built on the foundation of our core values – Collaboration, Innovation, Curiosity, and Accountability. And we also know how to have fun, with weekly clashes, winter and summer Olympics, and employee recognition events.
Work/Life Balance – 3 weeks holidays to start, flex days, and work that stays at work!
Career Growth Opportunities – This is an exciting time to be a part of the Titan team. We are growing in the mobile liquids measurement industry, building on a foundation of proven success.
Great Benefits – Titan offers attractive medical benefits for employees and their families, paid time off, flex days, and annual performance reviews.

Job Types: Full-time, Permanent

Benefits: