SaaS Customer Success Specialist, Engineering & Construction
This role is remote-hybrid. Work remotely 50% of the time and in our office in Hamilton, ON 50% of the time.
Salary: 65k to 75k base

Job description

Our client is a growing online training company that helps large-scale construction & engineering companies worldwide improve their project management abilities. Plan Academy’s online video courses on construction project management are well-received around the globe and our membership site helps companies and individuals when they are stuck.

Our client is looking for a Customer Success Specialist with SaaS experience to help our customers have an incredible experience learning with us.

• Do you have a proven track-record in helping SaaS customers achieve success with a SaaS platform?
• Do you have a background in Engineering or Construction or Online Learning?
• Are you helpful and resourceful?
• Are you awesome with customers?
• Are you super with software?
• Are you resourceful and self-sufficient?

If you answered “yes” to at least half of these questions… we should talk.

Key responsibilities include:

• Reach out to customers regularly over the phone, through email and live chat
• Help customers gain exceptional value from our training courses
• Onboard and train new customers on our learning platform
• Build strong relationships with customers and become their “go-to” person
• Lead our online Community by engaging with customers and providing helpful resources
• Create and update customer success guides to standardize and optimize our processes
• Analyze customer needs and focus on customer retention
• Help plan, manage and execute customer success initiatives
• Be knowledgeable of Our courses and our platform as they evolve
• Track KPIs on a regular basis and present reports
• Reduce revenue churn
• Devise solutions to any and all problems that arise and find creative ways to delight customers
• Contribute to the overall growth of the company by ensuring customers have an incredible experience

This job might be for you if you:

• You have completed a university degree or college diploma
• You have 5+ years of experience in a customer-facing role (i.e. sales or customer service) You have exceptional communication (written and verbal) and interpersonal skills
• You pay strong attention to detail
• You are an active listener who practices empathy
• Connecting with people is second nature to you
• You are very organized and able to efficiently manage many tasks
• You are confident in handling difficult situations and conversations
• You love working with software and are a very adept with technology
• You have a strong desire to see customers succeed and are willing to go beyond customer expectations

A few of the tools we use on a daily basis include LinkedIn, WordPress, Excel, Slack, Hubspot and Google Suite.

Bonus if:

• You have Engineering & Construction experience or education
• You have experience with Project Management tools like Primavera P6 or Microsoft Project
• Live in the Greater Hamilton Area

Job Types: Full-time, Permanent

Salary: $65,000.00-$75,000.00 per year

Benefits:

• Dental care
• Extended health care
• Life insurance

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• customer-facing: 5 years (required)
• Engineering & Construction experience or education: 1 year (required)
• Project Management tools: 1 year (preferred)
• On-Line Learning: 1 year (required)

Work Location: Hybrid remote in Hamilton, ON L0P 1B0

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