Company Overview
Snaile, Inc. is Canada's leading smart locker company, revolutionizing the way ecommerce deliveries are managed in apartments and condos. With a mission to enhance convenience and efficiency in parcel delivery, we are dedicated to providing innovative solutions that meet the growing demands of the ecommerce market.
Summary
We are seeking a Customer Success Specialist to join our dynamic team in Canada. In this role, you will be pivotal in ensuring our clients receive exceptional service and support, contributing to our mission of delivering seamless ecommerce experiences. Your expertise will help us maintain strong relationships with our customers and drive satisfaction.
Primary Focus: Managing accounts, ensuring client satisfaction, and providing training for optimal product usage.
Responsibilities
- Serve as the primary point of contact for a portfolio of property management accounts.
- Onboard new customers, guiding them through initial setup, configuration, and implementation of the platform.
- Deliver training sessions on the web-based software and hardware (virtually or in person)
- Travel to customer sites experiencing challenges for further training and assistance with resident/carrier adoption.
- Build strong relationships with each client to understand their goals and ensure long-term engagement.
- Monitor account health and proactively address signs of churn or dissatisfaction.
- Gather feedback from clients to help shape future product improvements and feature prioritization.
- Coordinate with Support and Product teams to resolve client concerns and advocate for customer needs.
- Track usage metrics and adoption trends to help clients get the most value out of the software.
- Identify upsell or expansion opportunities based on client needs and usage patterns.
- Support marketing initiatives by providing insights from customer interactions.
- Stay updated on industry trends to better serve our clients.
Qualifications
- Proven experience in customer success or account management roles.
- Strong project management skills with the ability to multitask effectively.
- Excellent communication skills, both verbal and written.
- Familiarity with CRM tools, preferably Zoho.
- Experience in SaaS environments is a plus.
- Analytical mindset with problem-solving abilities.
- Passion for delivering outstanding customer service.
- Multi-lingual considered an advantage.
If you're ready to make a significant impact on customer experiences at Snaile, we invite you to apply and join us on this exciting journey!
Job Types: Full-time, Permanent
Pay: $50,000.00 per year
Benefits:
- Company events
- Dental care
- Extended health care
- Life insurance
- Mileage reimbursement
- On-site gym
- On-site parking
- Paid time off
- Vision care
- Work from home
Ability to commute/relocate:
- North York, ON: reliably commute or plan to relocate before starting work (preferred)
Education:
- Secondary School (preferred)
Experience:
- Customer service: 1 year (required)
- Account management: 1 year (preferred)
Language:
- French (preferred)
Location:
- North York, ON (preferred)
Willingness to travel:
- 25% (preferred)
Work Location: Hybrid remote in North York, ON
