Work In Tech

Your role as a Customer Success Specialist

As a Customer Success Specialist, you are dedicated to providing WorkJam customers with the strategic support and guidance they need to successfully achieve their productivity and engagement goals through the WorkJam Digital Workplace. You will be working with the Customer Success Manager to assist in leading the management of strategic customer success programs and activities to support the day-to-day needs of our customers while building positive business relationships with customers and their leadership. You work closely with customers to provide consultative services and strategic growth discussions to help enhance their utilization of WorkJam throughout their organization and help them uncover value. You help support key projects and initiatives and provide support escalation management with your customers. You bring our customers fresh ideas and the latest information about new functionality and exciting possibilities and uncover new revenue growth opportunities. You assist in the management of customer feature requests, tracking renewals, managing periodic health checks, leading governance meetings, quarterly business reviews, customer webinars and events, and regularly report on customer activities and KPIs. Using your deep WorkJam knowledge and customer management skills, you will quickly become a trusted advisor and advocate, fostering valuable long-term customer relationships and supporting account referenceability. You will also work with sales and professional services to bring your domain expertise to support discussions with prospects and with customer implementations.

The objective of this role is to work with customers to ensure they have the support they need to get the most out of WorkJam and achieve the greatest levels of customer satisfaction and success through widespread adoption and expanded usage of WorkJam across their organization.

What you will be doing:

• Operationalizing and project managing customer-wide Customer Success program activities as well as other activities with customers as directed by the CSM.
• Understanding customers’ business and their needs and identifying solutions to address them.
• Educating customers on the most impactful ways that they can utilize WorkJam to achieve their desired business outcomes.
• Providing assistance with customer support escalations using WorkJam’s Support portal and working with the support team.
• Leading customer executive governance meetings and quarterly business review processes.
• Monitoring usage and proactively consulting with clients on ways to improve their utilization to achieve their desired business outcomes.
• Managing ongoing customer satisfaction, gathering customer feedback and contributing to the WorkJam product roadmap.
• Actively working on the WorkJam Days customer event, customer advisory board meetings and customer webinars.
• Uncovering new revenue expansion opportunities with existing customers and assisting the sales team with customer success sales support with prospects.
• Supporting sales opportunities and services implementations by participating in key meetings where you can assist with domain expertise and sharing best practices.

What we're looking for:

• Energy, lots of ideas and a customer centric way of thinking.
• 3 or more years of proven experience in a related customer management role or customer success experience.
• Product or service implementation experience.
• Client facing experience such as sales, support, preferably in a solution sales or technology-related environment.
• Excellent organization, project management and time management skills.
• Strong interpersonal and communication skills as well as attention to detail.
• Self-motivated and directed.
• Strong executive presence including communication (oral and written) and presentation skills with a high degree of comfort to large and small audiences.
• Problem solver, leveraging internal and/or external resources, conflict resolution, and follow through with partners.
• Ambitious and driven, thriving in fast-paced and demanding environment.
• Ability to work remotely and outside normal schedule as needed.
• Quick learner, problem solver and team player - willingness to assist wherever needed.
• Bachelor's degree or equivalent experience in business, or related field.
• Ability to travel up to 10%.

Assets:

• Experience in workforce management, communications, human resources, scheduling, task management, mobile technology.
• Experience with design and implementation of enterprise software solutions – Mobile solutions preferred.
• Consulting skills - ability to collaborate with clients and identify engagement follow-on opportunities.
• Project Management Professional (PMP), CSM/PSM is an asset