Customer Success Representative
Aspire Software
full-time
Posted on:
Location Type: Hybrid
Location: Montreal • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer onboardingtechnical supportmetrics trackingissue resolutiondocumentationcustomer success toolsAI productsperformance indicatorsproduct demonstrationstraining
Soft skills
communication skillsinterpersonal skillsorganizational skillsproactive approachsolution-orientedempathycustomer serviceindependenceadaptabilitycollaboration