CRM Administrator
FreeWill
Customer Success Specialist
Rockwell Automation
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteJob Level
JuniorMid-Level
About the role
- Manage and grow relationships with our SMB customers acting as their primary point of contact.
- Execute the customer success framework by delivering repeatable, predictable outcomes and experiences for our customers.
- Retain and grow licensing, upgrades, and site opportunities in your assigned portfolio.
- Identify customer needs and collaborate with services, support, finance, and product teams to ensure value is reached.
Requirements
- Bachelor's Degree or equivalent years of relevant work experience
- Legal authorization to work in Canada is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
- 2+ yrs experience in Technical Support, Helpdesk role, Business Development, or Customer Success preferably in a SaaS based business model.
- Experience working with a high volume of accounts and possessing and strong in prioritization, organizational, and time management.
- Comprehension in managing customer retention and upselling strategies.
- Experience working with cross-functional teams within an organization.
- Familiarity with SaaS metrics - you understand what ARR, NRR, NPS, and Churn mean.
- Background with CRM tools, Customer Success Platforms, and Analytics Software.
- Exceptional verbal, written and presentation skills.
- Resourceful, with strong problem-solving abilities.
- Experience using a customer support ticketing system, we utilize Zendesk.
- Advanced degree in Business, Marketing, or related field.
- Experience in Maintenance, Reliability, or using a CMMS.
- Relevant certification in Customer Success, Account Management, or Sales.
- Bilingual abilities.
Benefits
- Health Insurance including Medical and Dental
- Health Care Spending Account (HCSA – dependent on the plan chosen)
- Employee Assistance Program (EAP)
- Retirement plans
- Paid Time off
- Volunteering Time off
- Employer Savings Plan Matching (includes RRSP, TFSA, and EPSP)
- Employer Paid DC Pension
- Maternity and Parental Leave Top-Up
- Fitness Reimbursement Program
- Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Technical SupportHelpdeskBusiness DevelopmentCustomer SuccessSaaSCustomer RetentionUpselling StrategiesCRM ToolsCustomer Success PlatformsAnalytics Software
Soft skills
PrioritizationOrganizational SkillsTime ManagementVerbal CommunicationWritten CommunicationPresentation SkillsProblem-SolvingResourcefulnessCollaborationCustomer Relationship Management
Certifications
Customer Success CertificationAccount Management CertificationSales Certification
