Our client is a category leader in SaaS time management solutions located downtown Toronto. They have engaged ROSS (www.getROSS.com) to help them recruit a Customer Success Specialist. ROSS is a team of People Specialists helping companies align their People Strategy with their business growth. We provide remote or onsite HR and Recruitment solutions such as Recruitment Process Outsourcing (RPO) and Recruitment Augmentation.

Position Overview

 

As a Customer Success Specialist, you will be responsible for ensuring that customers achieve success with their chosen solution, which is defined by effective implementation, high user adoption, and high return on investment. Leveraging your technical and consultative skills, you will achieve these goals by understanding the customer’s overall business objectives and provide recommendations on how to get the most out of solutions within their business environment. Successful candidates thrive on creating value for clients, have exceptional client servicing skills, and are comfortable working in a fast-paced environment with multiple/competing priorities.

 

Responsibilities:

• Engage and individually manage a large volume portfolio of key customer accounts
• Work closely with stakeholders within each customer account to identify their work flow processes and business challenges to create a Business Requirements document and project plan in regards to the successful implementation of their chosen solution
• Oversee the successful implementation/configuration of  product suite for each customer account by working with an Implementation Specialist
• Identify and prioritize accounts based on outstanding issues, growth opportunity, strategic value and renewal timeframe
• Develop a strategy for each account that identifies their critical success factors, measurable milestones, potential obstacles and recommended plan of action
• Work collaboratively with various internal team/individuals for the best interest of the customer (technical support, engineering, sales, etc.)

 

Qualifications:

• Bachelor’s Degree or equivalent work experience in the software industry.
• Would be great if you have BA experience to develop specification documents
• 6-10 years of strong customer delivery experience, managing projects related to business software such as ERP, CRM, SAAS applications 
• Extensive technical account management & customer engagement experience
• Must have had hands on working knowledge of Implementation experience with business applications (e.g. SAP, Oracle, PeopleSoft)
• Excellent written & verbal communication skills
• Experience working with senior executive level personnel in customer accounts

If you're not interested, but know someone who is, please help a current or former colleague in their career development by referring them. In addition, we're happy to give you a $500 referral fee.

Click http://www.getROSS.com/referral_fee.php for more details.

Details