Our team at Blackline Safety is growing! As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.
This role will directly support the functions of the Client Success team and ensure that service renewals are efficiently handled through timely processing and engagement with CSMs and other internal teams.
Responsibilities:
Manage assigned outstanding service renewals throughout the purchase-to-pay process
Process quotations related to requests for products and services associated with existing customer accounts
Create and track quotes for non-lease-related distributor, and end-user, service renewals according to established processes, follow-up schedules, and timelines
Document activities related to customer accounts within a CRM and ERP system
Access data from Blackline Live to support service renewal quotes
Effectively implement systems, processes and tools that meet goals of the Client Success Operations team
Track upcoming service renewals according to contract expiry date, by establishing weekly service renewal review meetings and by working in collaboration with CSMs
Triage customer requests for support and forward these requests to the appropriate internal team within set service levels
Monitor incoming emails and execute relevant emails in a timely manner
Create progress reports, as assigned, according to established process
Regularly run service renewal contract expiry reports and reconcile with tracking sheets to ensure all upcoming renewals are captured and executed
Perform forensic analysis and be prepared to work in multiple applications to obtain correct device ID, service plan renewal data and related information
Work with the team to escalate internal and external concerns, by ensuring that all resources used to maintain customer satisfaction.
Actively look for ways to improve operating processes and team effectiveness
Other duties as assigned.
Qualifications
Secondary education or equivalent certification in a business-related field is an asset
1-3 years experience in an inside sales or a client-focused role with direct responsibility for customer support, account management, data entry and order processing
Experience working within a corporate CRM, CPQ and ERP application preferably NetSuite
Experience with working with customizable products
Experience with small to mid size revenue account management.
Functional experience with data management tools e.g. MS Excel
Proven ability to apply appropriate problem-solving techniques
Excellent organizational skills
Ability to work with minimal supervision
Ability to prioritize and troubleshoot issues
Clear communication, both written and verbal with strong interpersonal skills
About Blackline Safety
Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products. We offer the broadest and most complete portfolio available in the industry. Our products are designed to save lives and we monitor personnel working alone in populated areas, complex indoor facilities, and the remote reaches of our planet. Blackline’s products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gas. Our design, development, sales, marketing, support, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly-traded company (TSX: BLN). To learn more about our company visit www.blacklinesafety.com
Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions.
Disclaimer:
Please be advised that Blackline Safety does not request payment or personal financial information at any stage of the recruitment process. Be cautious of any unsolicited job offers or communications that appear suspicious.
