Customer Success Specialist
Department: Customer Success
Employment Type: Full Time
Location: Head Office
Compensation: $45,000 - $55,000 / year
Description
Mandate
As customer success specialist, you will encourage customers to maximize the value of their RESP contributions and answer their questions and concerns along the way. You have a revenue driven mindset that focuses on building balance and identifying up sell opportunities. Through providing a fantastic customer experience and using your ability to make complex concepts simple and understandable, you will promote retention, increase customer satisfaction, and safeguard the reputation of Embark in the marketplace.
CHALLENGES TO BE MET
Focus and deliver on retention, revenue, and reference ability within our customer base.
Proactively manage and retain existing customers by building strong relationships.
Execute and improve upon current customer retention strategy in an inbound and outbound call center environment.
Establish trust and credibility through regular communication and effective relationship-building strategies.
Act as a trusted RESP advisor to help customers maximize grants, optimize contributions, align with education savings goals, and leveraging opportunities for new business.
Contribute to the overall growth of the firm by growing both our client base and assets under management.
Identify upsell opportunities and convert existing customer base to new product offering(s) in collaboration with product and sales teams to drive revenue growth.
Responsible for various outbound activities such as those related to potential loss of business and balance build.
Act as a subject matter expert and manage various activities such as written notifications, heads-up and/or lists to sales force and outreach to customers and increase our customers usage of self serve.
Operational tasks on executing the cancellation of customers’ plans, if needed.
Accurately document all interactions, cases, and outcomes in CRM tools.
Maintain up-to-date knowledge of the company’s market conditions and leverage advantages to build effective solutions for great customer experience and identify areas for internal process improvement.
Contribute to a strong team culture by actively supporting teammates and sharing best practices.
Work cross-functionally with Sales, Product, and Operations teams to ensure seamless customer experience.
Participate in training sessions, feedback loops, and coaching to continuously develop customer success capabilities.
Perform other duties as required outside of those mentioned above.
WHO WE ARE LOOKING FOR
6-9 months of experience in Customer Service, managing front-line interactions
Strong interpersonal Skills & negotiation skills
Customer-centric approach, providing financial Advice when appropriate, by ensuring that our customers understand all the benefits of their RESP at each stage of its lifecycle including balance building, grant maximization and strategic withdrawals
Autonomy and excellent judgement
Analytical skills with attention to detail
Good stress management
Able to work in a team environment as well as individually
Possess a strong financial acumen
Experience in partnership relations and virtual management
Result oriented and focused on business/operational improvements
Proven ability to set and achieve objectives
Team player, with ability to multitask
Ability to synthesize large volumes of data in order to derive trends and patterns
Flexible and open to accept change and constantly strive to improve processes
Experience in Microsoft Excel and reporting background will be considered an asset
Bilingual (French/Mandarin/Cantonese) is an asset
Must be eligible to be licensed through your local provincial authority and recognized by the RESP Dealers Association of Canada.
