Customer Success Specialist

The Company Our client is a rapidly growing Montreal-based Financial Technology SaaS company. A dynamic startup, the company provides innovative software solutions to modernize wealth management and accounting activities. Positioned to establish a strong presence in the market, our client’s mission is to empower businesses to optimize their financial processes. REPORTING RELATIONSHIP Title: Customer Success Specialist Location: Montreal, Quebec Reports to: Finance and Operations Manager THE OPPORTUNITY We are seeking a highly skilled and professional Customer Success Specialist to play a key role in supporting our clients throughout their journey. The Specialist will provide expert guidance and support to ensure clients have a positive and efficient experience with our software. This role is crucial for maintaining strong customer relationships and ensuring client satisfaction in a dynamic startup environment in the SaaS industry. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relations. This individual will own the relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction. KEY RESPONSIBILITES Act as the primary point of contact for customers, providing timely and effective support for all matters. Develop and maintain clear and concise communication channels to keep customers informed about updates, new features, and any potential issues. Clearly explain the technical features of the software and provide expert guidance to users. Troubleshoot and resolve user issues promptly, ensuring minimal disruption to their daily operations. Proactively search for and implement solutions in a timely manner, escalating issues when necessary. Collaborate closely with technical teams to identify and resolve issues efficiently. Gather necessary information from customers and the finance team to onboard, set up and configure customer accounts. Educate clients during onboarding, during transition and on new features and guide them through the training process to ensure effective use of the software. Participate in the development of documentation outlining processes and procedures. Document and track all communication with clients in Zoho CRM. Build and maintain strong relationships with customers, fostering trust and loyalty. Collaborate with internal teams to ensure a seamless and positive customer experience. Continuously gather feedback from customers to improve the software and services provided. THE CANDIDATE The ideal candidate is a results-oriented individual with a passion for customer service, thrives in a dynamic environment, and understands basic accounting and finance functions. The candidate’s exceptional customer service skills will be instrumental in driving our customer success and business growth. Qualifications Proven experience in customer support or a similar role, preferably in professional setting. Ability to adopt and learn new software. Excellent verbal and written communication and interpersonal skills. Ability to manage multiple tasks and prioritize effectively. High degree of integrity and commitment to professionalism. Problem-solving skills and the ability to think critically under pressure. Active team player, self starter, and multitasker who can quickly adjust priorities. Preferred Skills Experience in customer service and sales, preferably in a software environment. Previous experience working within an accounting or finance environment. Knowledge of basic accounting functions. Familiarity with project management methodologies. Experience working in the tech sector. Ability to work in a startup, fast-paced, dynamic environment. Someone with entrepreneurial spirit. Bilingual (French & English). EDUCATION Bachelor’s or technical degree in business administration, finance, accounting, or related field. COMPENSATION A competitive compensation package will be offered.

Location: Montréal, CA

Posted Date: 10/2/2024