Intelex Technologies ULC is hiring a
Customer Success Associate

Summary

The job is for a Customer Success Associate at Intelex Technologies ULC. The role involves managing customer relationships, providing reactive assistance, refining the digital CS experience, and advocating customer needs/issues across departments. The ideal candidate should have strong communication skills, be highly organized, analytical, and results-driven with a proven track record in customer retention and satisfaction.

Requirements

• 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
• 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
• 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
• Bachelor’s Degree or College Diploma in Computer Science/Information Systems, or equivalent Experience

Responsibilities

• 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

Preferred Qualifications

Understanding of Environmental, Health, Safety or Quality is considered an asset

Benefits

This role requires a satisfactory Criminal Background Check and Public Safety Verification