Position: Customer Success Specialist
Location: Toronto Team: Customer Success Team
Join our amazing Customer Success Team and lead our customers to success using our product. We achieve this through Customer Support, Customer Engagement, and Customer Education.
IN THIS ROLE, YOU WILL
- Nurture active relationships with customers throughout their subscription lifetime, by working closely with other stakeholders (Sales, Marketing, Engineering)
- Become a Product Expert and provide exceptional customer service to a variety of clients with varying levels of technical knowledge.
- Understand what our customers' needs are, and help them reach their desired outcome.
- Provide a positive customer experience across the entire lifecycle and ensure customers maximize their ROI with our solution
- Provide product training
- Develop a trusted advisor relationship with the customer. Become customers’ best buddy.
- Periodically check-in with customers to determine if they are on track or to guide them with new improvements or functionalities.
- Help strategize with the customer on how to use the product better and share what the trends are in their industry.
- Make sure that the customer is using our product. A lot. With a smile on their face.
- Develop and implement best practices, processes and tools which can continually enhance TapMango Customer Success Program.
- Participate in product roadmap planning with product management team.
- Be the voice of the customer and provide feedback to the product team on product enhancements.
TapMango strengthens relationships by providing a Customer Engagement Platform offering businesses innovative solutions through their own loyalty program. TapMango's passion and purpose is to empower businesses to do 3 things; retain their customers, upsell to existing customers, and acquire new customers.
We provide our merchants with all the necessary tools to run their very own Loyalty Program. These include an integrated suite of customized consumer facing technology, easy-to-use merchant tools and automation algorithms, aimed to enhance the customer experience. Our customer engagement platform is designed, built and scaled to be flexible and versatile. The platform is cost-effective and its features adaptable to any industry. TapMango helps merchants compete with larger chains, helping convert customer one-time purchases into profitable spending habits.
- Opportunity to work with a fast growing company and leading edge technology
- Work with talented, dynamic, and innovative team
- Participate in product design and improvement
- Full training and support from sales and technical teams
- Relaxed and fun work environment
- Frequent team outings
- Growth with the company (we really mean it!)
SKILLS AND COMPETENCIES WE ARE LOOKING FOR
- 2+ years experience in customer/technical support
- Direct customer engagement experience in post-sales or professional service functions
- Ability to communicate complex technical challenges and solutions in a simple and concise manner
- Excellent customer service skills, attention to detail, patience, and high degree of emotional intelligence
- Outstanding analytical and problem solving skills, combined with the ability to provide quick and effective resolutions
- A positive attitude and ability to excel under pressure
- Confident fast thinker
- Collaborative and adaptable team player
- Initiative, flexibility, responsibility, and commitment to quality work
- Exceptional communication, presentation and organizational skills
- Keen interest in technology
- Full Time
- Customer/Technical Support: 2 years
- Bachelor's Degree in a related field of study
Sounds like you? Apply NOW! E-mail your resume and a short paragraph (up to 5 sentences in the "cover letter" field) describing your most significant professional accomplishment and the motivation that helped you achieve this result.