Client Success Representative

Job summary

Provide Tier I client support, onboarding, and training, while managing account actions and responding to inquiries through chat, email, and phone. Troubleshoot and escalate issues, perform marketing service work in the platform, maintain support documentation, and report client feedback and trends.

Job details

ActiveDEMAND is a customer acquisition and engagement platform purpose-built for the senior living industry. The all-in-one solution supports single and multi-community operations by integrating marketing and sales automation to accelerate occupancy growth. By tracking every interaction along the customer journey, including caregivers and family members. More than 7,500 users across over 4,000 senior living communities in North America rely on the platform to do more with less. ActiveDEMAND serves as a strategic partner, helping organizations create meaningful connections while scaling efficiently. Reporting to the Client Success Manager, the Client Success Representative is responsible for ensuring clients are supported in the use of ActiveDEMAND products by handling Tier I inquiries, managing account actions, and providing onboarding assistance. The role focuses on delivering responsive support, maintaining client satisfaction, and documenting solutions to common issues. RESPONSIBILITIES & ACCOUNTABILITIES Held accountable for the outcome of: Technical, onboarding support and training provided to clients. Providing accurate guidance on platform features and processes to support client success. Weekly Progress reports to the Manager Client Success, that are both timely and accurate. The key responsibilities of the Client Success Representative include: Handling account-related actions, including activations, upgrades, downgrades, transfers, cancellations, creating new accounts and billing inquiries. Communicating professionally with clients via chat, email, and phone to assist with their needs. Managing live chat and support tickets using the project management platform and responding to clients and internal teams in a timely manner. Handle general support tickets (Tier I) and find solutions or workarounds to resolve client issues effectively, which may involve basic platform checks and troubleshooting. Working with Engineering to debug, reproduce, and solve bugs that clients may encounter. Escalating complex (Tier II and Tier III) issues to the appropriate team members when necessary and ensuring proper follow-up. Performing service work for clients, including building out landing pages, emails, campaigns, workflows, etc. Assisting clients with varying levels of marketing skills to ensure successful use of the ActiveDEMAND software. Creating and updating support articles and training materials, including documenting solutions for common problems clients face. Maintaining a knowledge base of products and adhering to company standard operating procedures (SOPs). Reporting client feedback and observed trends to the Client Success team. Becoming an ActiveDEMAND and FunnelFLARE expert. QUALIFICATIONS & EXPERIENCE Degree, Diploma, or Certificate in Business, Computer Information Systems, or Computer Science is considered an asset. 2+ years of experience working in a customer and/or client-facing role, preferably within a marketing agency, IT, or SaaS company. 1 - 2 years of experience in an account management or business development role with emphasis on relationship management. Digital marketing experience is considered an asset. Graphic design and website development experience (HTML, JS, CSS) is considered an asset. SKILLS & KNOWLEDGE Strong understanding of the account management process to support and increase client growth opportunities. Ability to identify and understand business and technical challenges addressed by the client(s). Outstanding, engaging, and proactive customer service skills. Website development experience (HTML, JS, CSS) is considered an asset. Exceptional problem-solving and critical thinking skills are considered an asset. Ability to work collaboratively with colleagues and team members to create a results-driven, team-oriented environment. Excellent verbal and written communication with team members and clients. Ability and commitment to communicating in a professional and friendly manner both internally and externally at all times. Ability to cope with conflicting demands and prioritize tasks. Outstanding organizational skills and exceptional attention to detail. A team player but can work independently too. Multi-tasking and time-management skills, with the ability to prioritize tasks WHAT WE OFFER The opportunity to work with an exciting, innovative, and growing company. Virtual Work from home within Calgary, AB. Extended Health Care Coverage, including Vision, Dental, and Prescription Drugs. Send your resume to careers@activedemand.com with the subject line "Client Success Representative Application" We would like to thank all applicants for their interest, however only those selected for an interview will be contacted

What you’ll do

Provide Tier I client support, onboarding, and training, while managing account actions and responding to inquiries through chat, email, and phone. Troubleshoot and escalate issues, perform marketing service work in the platform, maintain support documentation, and report client feedback and trends.

Requirements

The role seeks 2+ years of customer- or client-facing experience, preferably in marketing, IT, or SaaS, plus 1–2 years in account management or business development focused on relationships. A business or technology credential is an asset; digital marketing, graphic design, and website development experience with HTML, JavaScript, or CSS are also assets.

Benefits

• Extended Health Care Coverage
• Vision Coverage
• Dental Coverage
• Prescription Drug Coverage

Listed skills

• Customer service · Preferred
• Client Relationship Management · Preferred
• Account Management · Preferred
• Technical Support · Preferred
• Onboarding · Preferred
• Training · Preferred
• Troubleshooting · Preferred
• Problem solving · Preferred
• Critical Thinking · Preferred
• written communication · Preferred
• Time management · Preferred
• Organization · Preferred
• HTML · Preferred
• CSS · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Client Relationship Management
• Account Management
• Technical Support
• Onboarding
• Training
• Troubleshooting
• Problem-Solving
• Critical Thinking
• Written Communication
• Verbal Communication
• Time Management
• Organization
• Digital Marketing
• HTML
• CSS

Job areas

• Customer Service & Support
• Marketing
• Technology
• Software
• Sales