Senior Customer Success Manager maximizing customer retention on strategic accounts within Kaisa. Collaborating with global teams and delivering product training to enhance customer engagement.
About the role
- Customer Success Representative assisting customers with AI voice technology onboarding and support. Building relationships and ensuring exceptional customer experiences in a hybrid environment.
Responsibilities
- Client onboarding: Lead the end-to-end onboarding process for new customers, including platform setup, product demonstrations, and training to ensure a successful start
- Customer support: Manage incoming support requests via email, chat, and phone, providing prompt, clear, and helpful responses
- Proactive account management: Conduct regular follow-ups with customers to ensure their satisfaction, identify optimization opportunities, and anticipate needs
- Issue resolution: Diagnose and resolve customer problems, escalating technical issues to the product team as needed
- Documentation: Create and maintain help resources, FAQs, and user guides to enable customer self-sufficiency
- Feedback collection: Gather and share customer feedback with product and sales teams to continuously improve our offering
- Metrics tracking: Monitor and improve key performance indicators including customer satisfaction, retention rates, and onboarding success
- Cross-functional collaboration: Work closely with leadership and technical teams to ensure a seamless customer experience
- Systems implementation: Contribute to the setup and optimization of customer success tools and processes as we scale
Requirements
- 4+ years of experience in customer success, customer support, or a similar role at a software company
- Previous experience with customer onboarding and handling technical support
- Excellent communication and interpersonal skills with an empathetic approach to customer service
- Ability to explain technical concepts in simple, accessible terms
- Familiarity with AI products and technology (no need to be a technical expert)
- Strong organizational skills and the ability to manage multiple customers and requests simultaneously
- Proactive, solution-oriented approach to customer challenges
- Passion for helping customers succeed and achieve their business objectives
- Experience in the trades industry and/or service businesses is an asset
- Ability to work independently in a fast-paced startup environment
- Fluency in French and English, both written and spoken, is required
- Based in Montreal for a hybrid working arrangement
Benefits
- Competitive base salary with a performance bonus structure tied to customer satisfaction and retention
- Hybrid work environment in Montreal and a collaborative, global team culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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