Equisoft

Customer Success Specialist

Equisoft

full-time

Posted on:

Location Type: Hybrid

Location: Montreal • Canada

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About the role

  • Build and maintain trusted advisor relationships with customers to help them realize the full value of the platform and its tools
  • Serve as the primary escalation point for at-risk customers, proactively addressing concerns to prevent cancellations
  • Partner with customers and internal cross-functional teams to develop and execute account strategies aligned with customer goals and business needs
  • Analyze customer behavior and retention trends, compiling and presenting detailed reports to support strategic planning and decision-making
  • Manage and grow existing subscriptions, including renewals, expansions, plan changes, claims, cancellations, and reinstatements
  • Deliver tailored software training for financial advisors through live virtual sessions and recorded webinars
  • Communicate independently and effectively with customers and internal sales teams to drive alignment and outcomes
  • Evaluate the end-to-end customer journey, taking a consultative approach to identify gaps, resolve challenges, and help clients achieve their objectives
  • Consistently meet or exceed retention targets set by the company or department

Requirements

  • Bachelor's Degree or DEC in business administration or sales
  • Minimum of 3 year’s experience in a similar role
  • Proven track record of success in developing and executing customer retention strategies, driving measurable results
  • Excellent telephone manner, customer service skills, active listening skills, verbal, and written communication skills
  • The ability to multi-task using multiple screens and systems while talking on the phone with customers
  • Ability to resolve conflict and diffuse tension
  • Strong sense of organization and prioritizing
  • Highly reliable with the ability to maintain regular attendance and punctuality
  • Team spirit, tact, diplomacy, autonomy, rigor, and discipline
  • Excellent knowledge of French & English (spoken and written)
Benefits
  • Medical
  • Dental
  • Retirement Plan
  • Telemedicine Program
  • Employee Assistance Program
  • Flexible hours
  • Educational Support (LinkedIn Learning, LOMA Courses and Equisoft University)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer retention strategiesaccount strategiesdata analysisreportingsoftware trainingconsultative approachsubscription managementconflict resolutionmulti-taskingbilingual communication
Soft skills
customer serviceactive listeningverbal communicationwritten communicationorganizationprioritizationreliabilityteam spiritdiplomacyautonomy
Certifications
Bachelor's DegreeDEC in business administrationDEC in sales