Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Representative providing support for families' RESP inquiries through customer communication. Engaging in problem-solving and enhancing customer experiences at Embark.
Responsibilities
- Delivers exceptional customer experience to Embark customers and prospects.
- Identifies customer needs and provides best solution or guidance in the best interests of customers.
- Be a subject matter expertise for RESP and assist customer requests for RESP related services over the phone, e-mail and online chat, including contributions, payments and general account related inquiries.
- Offer and guide customer to leverage digital and self serve options, seek out opportunities to meet with licensed specialists in other departments (e.g. refer new customers to Sales teams) and create easy & smooth experiences.
- Takes ownership of challenges as they arise, identifying gaps and opportunities to keep customers on track.
- Looks for ways to enhance or improve overall customer experience.
- Organizes customer related information to ensure accuracy, completeness, and confidentiality.
- Acts as both a team player and a leader: someone who can back up teammates and fill in for absences as needed and take the lead on important projects.
- Broader accountabilities may be assigned as needed.
- Supports customers who contact us through our centre, Monday to Thursday, 9 a.m. to 8 p.m. and Friday 9 a.m. to 6 p.m. (Eastern Time). Work schedule may differ from week to week in terms of days worked, hours, and shifts.****
Requirements
- One year of experience providing excellent customer service and/or working in a customer support department
- Superior written and verbal communication skills, with a proven ability to express yourself clearly and give your full attention to customer needs over the phone.
- Well-organized and detail-oriented, with the solid record-keeping skills needed to work with our customer tracking systems.
- Excellent organizational and time management skills and thrive on multi-tasking in a fast-paced environment.
- Strong analytical and problem-solving skills
- Proficient with Microsoft Office 365
- Being flexible to meet the needs of the Customer Success Centre.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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