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Customer Success Specialist

Krux Analytics Inc.

Krux Analytics Inc.

Customer Service, Sales & Business Development
Calgary, AB, Canada
Posted on Tuesday, April 16, 2024

Customer Success Specialist

At Krux, Innovation Happens Together, by being a true partner to our customers, by valuing collaboration and teamwork, and by including a diversity of industry and life experience.

As a Customer Success Specialist, you will be at the forefront on our customers experience. You will change the way people see customer service - we are genuinely helpful and easy to talk to. No shortcuts, just great service, every time. You will work with a team that is self-motivated to solve problems, excited to learn and be challenged, and likes to have a little fun.

Who Are We?

Krux builds innovative SAAS solutions for the mining industry. We empower our customers to make better decisions through real-time data management and analytics. Understanding our customer's needs and the ability to solve their problems is what sets us apart. Krux, founded in 2016 and headquartered in Calgary Alberta, has global reach. We support client's operations on every continent (well, except Antarctica).

What You Will Do

  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Identify customer needs and help customers use specific features
  • Analyze and report product issues
  • Provide implementation support and technical training to customers
  • Update our CRM with information about technical issues and useful discussions with customers
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Monitor and drive customer usage consistently
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Support the business development team with sales presentations and demonstrations to prospective customers

Who You Are

  • You are energetic, resourceful, and able to react quickly and professionally in all situations.
  • You go the extra mile to assist customers, offering them the kind of help you would want to receive etc.
  • We're looking for the kind of person that recognizes what it means for someone to go out of their way and ask for help.
  • You like spotting patterns of issues, and proactively finding ways to fix them.
  • You're an effective communicator with strong organizational and presentation skills.

What You Bring

  • BSc in Information Technology, Geology or other relevant diploma
  • 3+ years experience as a Customer Support Specialist or similar CS role
  • Fluency in Spanish or Portuguese required, French is an asset
  • Experience with SaaS based products
  • Familiarity with mining industry is a plus
  • Experience using help desk software and remote support tools
  • Understanding of how CRM systems work, experience with Hubspot is an asset.
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Patience when handling tough cases

Travel Requirements: 25% Travel expected (International)

Work Location: Calgary

Work remotely: Yes, Hybrid Position

When You Work at Krux

  • You will be valued and respected. We believe every team member brings valuable ideas and experiences no matter their seniority. We support and empower the team and trust you to get the job done.
  • You will be part of a team where we lend each other a hand. We strive for high performance by fostering an environment that emphasizes communication, collaboration, and mentorship. We believe that the only way to succeed is together.
  • You will help our customers. Not every role is customer facing but at the end of the day we are all working to make our customer’s lives easier. Our goal is to create innovative solutions with a strong emphasis on user experience.
  • You will have a life outside of work. We have partners, kids, families, and friends too, so we realize that work is just one part of your life. Krux offers work-life balance with flexible hours and work from home options.

We value the power of our differences and at Krux, we walk our talk. We have a diverse team including in leadership positions and are dedicated to creating a diverse, equitable and inclusive environment. We ensure equal opportunity for all applicants and encourage people of all visible minorities, including Indigenous applicants, and those of any religion, sex, age, ability, sexual orientation, gender identity or expression to apply.

Now What?

If this position sounds like a great fit, we want to hear from you! Here’s how to apply:

  • Submit your Cover Letter and Resume
  • And one special request: Include an answer to this question in your cover letter. Tell us about a time that you went above and beyond to help a customer and why?