Customer Success Specialist

Job summary

The Customer Success Specialist manages customer billing, cancellation requests, and onboarding while fostering proactive retention strategies. They act as a voice for the customer to drive product improvements and ensure service satisfaction through regular engagement.

Job details

Some of what you will do: As a Customer Success Specialists play a pivotal role in upholding our commitment to exceptional customer experiences. We prioritize customer satisfaction by addressing cancellation requests, billing inquiries, and acting as an impartial resource for service escalations, partnering with various cross functional teams to deliver a seamless customer experience and fostering proactive retention strategies in collaboration with various teams. Specifically, You Will: * Champion our high standards for customer experience by efficiently handling cancellation requests and addressing billing inquiries. * Lead by example, providing top-notch support to customers and subscribers while identifying opportunities for proactive retention. * Actively participate in process improvement projects to continuously enhance our service delivery. * Guide new customers through the onboarding process, ensuring they have a smooth and successful implementation of our subscription services. * Reach out to customers regularly to provide updates, gather feedback, and help. Anticipate and address any issues or concerns before they escalate. * Educate customers on the features and functionalities of our services, helping them maximize their usage and achieve their desired outcomes. * Monitor customer satisfaction and usage metrics to identify opportunities for up-selling or cross-selling additional services. Work to ensure customer renewals and minimize churn. * Champion the voice of the customer within the company, providing feedback and insights to drive product improvements and enhancements. * Manage customer profiles with the subscription management platform (Zuora). Some of what you need: * Bachelor’s degree in business administration, Marketing, Communications, or related field (or equivalent experience). * 3-5 years of proven experience in a customer-facing role, preferably in customer success, account management, or sales. * Bilingualism in English and French is considered an asset but is not required. * Exceptional communication skills, both verbal and written, coupled with strong interpersonal and organizational abilities. * Proficient negotiation skills to navigate challenging situations with internal and external stakeholders. * Contact center experience is required. Physical demands/working conditions: * Remote Office environment. * High speed stable internet connection. * Rotational shift schedule, including evenings and weekends. Exigences physiques et conditions de travail : * Environnement de travail en télétravail. * Connexion Internet haute vitesse stable requise. * Horaire de travail rotatif, y compris les soirs et les fins de semaine. Some of what you will get: * Associate discount * Learning & Development programs * And more... #MakeAnImpact We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy. About the Team At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We’re looking for curious, approachable, and passionate individuals who love finding solutions. If that’s you, let’s work, learn, and grow together. We are building an inclusive and diverse team Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

What you’ll do

The Customer Success Specialist manages customer billing, cancellation requests, and onboarding while fostering proactive retention strategies. They act as a voice for the customer to drive product improvements and ensure service satisfaction through regular engagement.

Requirements

Candidates must have a bachelor's degree in a relevant field and 3-5 years of experience in a customer-facing role. Proficiency in contact center operations and strong communication and negotiation skills are required.

Benefits

• Associate discount
• Learning & Development programs

Listed skills

• Account Management · Preferred
• Sales · Preferred
• Communication · Preferred
• Negotiation · Preferred
• interpersonal skills · Preferred
• Problem solving · Preferred
• Onboarding · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer success
• Account management
• Sales
• Communication
• Negotiation
• Interpersonal skills
• Organizational abilities
• Zuora
• Subscription management
• Problem solving
• Customer retention
• Billing inquiries
• Onboarding
• Feedback analysis
• Cross-selling
• Up-selling
• Billing Inquiries
• Product Improvement
• Cross-Selling
• Customer Success Management
• Organizational Skills
• Curiosity
• Bilingual (French/English)
• Voice of the Customer (VoC)
• Account Management
• Artificial Intelligence
• Business Administration
• Management
• Customer Service
• Marketing Communications
• Upselling
• Process Improvement

Job areas

• Customer Service & Support
• Sales
• Retail
• Administrative
• Customer Success Specialist
• Sales Support Specialist
• Commercial Sales Representatives
• Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel

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