The Customer Success Specialist manages a set of assigned accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. They are the primary contact for customers, they understand customer success criteria, address questions, resolve issues and over time serve as a trusted RQ product advisor to help each customer reach their specific goals.

What you’ll be doing:

30% - Get Customers Where They’re Looking to Go

As an RQ product and solution expert you take ownership of your customers and their success
You successfully uncover what metrics each customer is measuring, and you’ll use your knowledge of our software to help them achieve maximum value
Proactively provide continuous insight into best practises (incl. marketing analytics, use of product features etc.), and ways customers can hit their individual targets, metrics, and user experience goals
Have an eye for marketing and technical details - you understand technical subjects, and communicate them to our customers in non-technical terms

30% - Provide Proactive Service & Solve Problems Before They Happen

You identify and resolve potential customer issues before they do. You will anticipate client needs and provide valuable insights to stop problems before they happen
Stuff happens - Resolve issues with the help of the Technical Support team in a timely manner (based on defined SLAs), and expand RQ products use throughout the account
You will respond to customer requests and issues as the highest priority (within defined SLAs)
Provide admin training on customer’s request, and when new features are released

30% - Drive Retention Rates & Build Your Accounts

Maintain high customer renewal rates as a result of ongoing customer engagement and technical leadership
Capture and maintain current customer accounts, and work with your sales team to identify growth opportunities
Work with our sales and accounting teams to accurately renew yearly customers by ensuring all details are accurately captured and communicated

10% - Learn and Grow

Leave things better than you found them. Schedule time in your calendar to challenge current processes and build new ones that bring value
Regularly meet with other members of the RQ team to keep abreast of current customers and their requests, and new product pipeline
Provide expert customer insight to the Sales, Onboarding and Development Teams on what innovations and improvements should be top priority to enhance the user experience, product capabilities and features
Develop yourself. Grab a book, watch a podcast, take a course – choose what area of your career you’d like to build and commit to it.

Success Metrics, and What We’ll Measure:

Retention rate – we want to partner with our customers for the long run
Proactive engagement – helping our customers be successful in meeting their targets
Response time - Quickly and effectively solve customer challenges and issues
Build your territory - Contribute to growth your customer value; build your territory customer base by getting referred to potential customers; and identify potential accounts in your network

Job Type: Full time

Shift & Schedule:

Workday: 9:00 am – 5:00 pm, in office 3 days a week.
After-hours work may be expected to hit your customer targets

Remuneration:

Salary (base): $55,000 - $60,000 per year
Commission: Percent (%) of revenue from additional assigned customer growth
Health benefit account ($2,500)