Position Overview
This is an exciting and challenging customer advocacy opportunity in a software environment. As a Customer Success Associate you will be responsible for the loyalty and retention of a large portfolio of Intelex customers. You’ll work with customers on both a proactive and reactive basis through email and Teams/Zoom sessions, with a primary focus on customer success and satisfaction. While prior customer success and/or EHSQ familiarity with the EHSQ industry is highly valued, the ideal candidate is someone who works hard, is organized and highly adaptable, demonstrates strong analytical thinking, desire to problem solve, and is willing to go above and beyond to help our customers.
Responsibilities and Deliverables
- Own the ongoing Intelex relationship with assigned customers as it relates to increasing adoption, ensuring retention, and securing loyalty.
- Provide reactive assistance to a segment of customers as required.
- Aid in the refinement of the digital CS experience
- Work to establish a trusted/strategic advisor relationship with within your portfolio of customers and work to drive value of our products and services.
- Evaluate and find opportunities to drive process and system improvements to positively impact solution experience.
- Advocate customer needs/issues across Intelex departments.
- Inform and educate customers of Intelex initiatives and product updates.
- Manage the risk identification and tracking process until issue resolution.
- Identify success stories and secure customer references.
- Create customer campaigns to increase customer engagement
Organizational Alignment
- This position reports directly to Manager, Customer Success.
Qualifications
Skills & Work Traits
- Strong written and verbal English communication skills are a requirement.
- Extraordinary people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types.
- Highly organized with impeccable attention to detail.
- Strong problem solver with ability to analyze and make educated decisions.
- Compelling communicator both written and verbal; communicating with C/VP/Director level audiences, and the ability to present technical issues to a non-technical audience.
- Results driven with a proven ability to project a positive attitude.
- Thirst for knowledge and willingness to learn.
- Resourceful, self-motivated, quick thinking, and fast learning.
- You have a demonstrated track record of maintaining customer retention rates and high levels of customer satisfaction.
- Understanding of Environmental, Health, Safety or Quality is considered an asset.
Technical Competencies
- Are you Tech savvy? Do you have a grasp of software application requirements / architecture and the desire to learn.
- Prior experience with CRM and Support applications.
Experience
- 1 year + of experience in the technology industry (preferably SaaS) in Customer Success, Account Management, Consulting, Project Management or Engagement Management.
- Experienced in campaign development and content creation
- Proven to have strong relationship building skills.
- This position may require up to 15% travel.
- A quantifiable ability to drive 90%+ customer renewals and customer success rates.
- Ability to show examples of getting to “Trusted Advisor” status within your accounts.
Education
- Bachelor’s Degree or College Diploma in Computer Science/Information Systems, or equivalent Experience.
Other Requirements
- Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification
Sylvana Pedota, Director, Customer Success
Sylvana has been with Intelex for the last 9 years. She had previously held positions in Professional Services, Customer Experience and Customer Support. She is passionate about Customer Advocacy and mentoring and developing the members of her team. When not at work, you can find Syl travelling the world, getting her hands dirty in her garden or rocking out at a concert!
Company Overview
With more than 1,300 clients and 1.6 million users, Intelex Technologies ULC. is a global leader in environmental, health, safety and quality (EHSQ) management software. Since 1992 its scalable, web-based platform and applications have helped clients across all industries improve business performance, mitigate organization-wide risk, and ensure sustained compliance with internationally accepted standards (e.g., ISO 9001, ISO 14001, ISO 45001 and OHSAS 18001) and regulatory requirements. Intelex is one of North America’s fastest-growing tech companies who has recently been recognized as a Great Place to Work for over 7 years, Best Workplace in Technology, Best Workplace for Millennials and Canadian HR Team for fewer than 500 employees and has been recipient of Waterstone’s Most Admired Corporate Cultures award, and Deloitte’s Best Managed Companies award. For more information, visit https://www.intelex.com/careers or see what our employees are saying by following our #ProudIntelexian hashtag.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
