You're using an older version of Internet Explorer that is no longer supported. Please update your browser.
You're using an older version of Internet Explorer and some functionality may not work as expected. Please update your browser for the best experience.
Speed Shift Media Logo

Customer Success Specialist

Share job:

Job Location icon
Vancouver, BC
Job Type icon
Full Time
Job Category icon
Customer Service and Support


POSITION OVERVIEW:

This newly created position will support the post-sales client lifecycle as it relates to client adoption, on-going support, program optimization and expansion and churn mitigation. You shall be the main interface for all program related inquiries and build relationships with all relevant stakeholders as a trusted advisor. You must develop strong understanding of our products and client’s business objectives to identify and articulate how our products support achievement of the client’s business goals and desired outcomes. The primary objective of the role is to educate the client base on the capabilities and value of SSM’s product offerings so clients are encouraged to remain active users of our products and eventually grow into SSM advocates.


WHY JOIN US:

As one of Canada’s Top Small & Medium Employers (2017), our collaborative culture rewards hard work and initiative. We adopt a collective approach to building an industry-leading digital media technology company and empower our staff members to participate in creative and meaningful ways. So join us on our mission – you will be part of an exciting journey!

  • Open door policy where your opinions are heard and valued
  • Meaningful merit increases and performance bonuses
  • RRSP Matching
  • Quarterly company sponsored social events
  • 100% employer paid group benefits, including MSP premiums
  • Transit Subsidy
  • Paid Gym Membership
  • Free fruits and drinks – all day long!


KEY ACCOUNTABILITIES AND SUPPORTING TASKS

Client Relationship Management

  • Collaborate with the Sales, Customer Service Delivery, Customer Operations and Product Management teams to facilitate a seamless client on-boarding process, ensuring a smooth ‘go live’ and introduction for the client from the outset
  • Partner with clients to design their Client Experience to be aligned with SSM’s product capabilities and ensuring plans are tailored to meet clients’ business objectives to drive long-term account satisfaction and growth
  • Track client renewals by proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe
  • Monitor program/campaign performance of assigned accounts and share insight with clients, Sales, Marketing and Product Management teams
  • Contribute to ‘Thought Leadership’ content and proactively seek opportunities to educate across the business on industry knowledge and Client Experience best practices
  • Anticipate clients’ requirements and possible challenges to ensure continued success of our clients
  • Promote the company’s services (enhancements / updates / new initiatives / maintenance) through the relationships that have been nurtured

Internal Stakeholder Engagement

  • Develop and maintain excellent working relationships with internal stakeholders including Sales, Marketing, Customer Operations, Customer Service Delivery, Product Management, R&D and Finance by ensuring open communication and timely requests for information and / or support
  • Provide opportunity information to enable commercial prioritization of roadmap modifications and resource requests
  • Identify any issues impacting the value that clients are realizing and determine next steps to resolve in conjunction with key stakeholders
  • Work collaboratively with the Marketing team to build client testimonials and referrals

Client Data Management

  • Ensure quality of data entered and maintained in Saleforce at all times
  • Provide input to and support development of Account Plans for all high value target accounts in conjunction with Sales & Marketing
  • Seek the participation and input of appropriate internal expertise as necessary to support successful execution of Quarterly Business Reviews
  • Complete and maintain Health Scorecard for all assigned accounts
  • Obtain all necessary sign-offs for cost recovery/churn mitigation measures before communicating these to the client

Other & Miscellaneous

  • Contribute to ‘Thought Leadership’ content and proactively seek opportunities to educate across the business on industry knowledge and Client Experience best practices
  • Keep up to date with technological and market developments 
  • Engage in continuous learning and actively seek to continually enhance understanding of Speed Shift products and value proposition
  • Attend industry events, team meetings, kick off meetings and functions as required.
  • Adhere to all Speed Shift processes and policies and maintain client confidentiality 


PERFORMANCE STANDARDS

Success in this role can be defined by year-over-year improvements in metrics related to: customer satisfaction (through NPS surveys), client retention rates and revenue growth from existing client base.

EXPERIENCE AND EDUCATION/TRAINING: 

Must-have:

  • Experience selling integrated MarTech and SaaS applications to Enterprise companies
  • Minimum 3+ years in Customer Success or in customer-facing capacity like account management or customer support
  • At least 3+ years of experience using CRM systems or other CRM software and tools

Nice-to-have:

  • 3+ years of Project Management experience
  • Formal training (certification) in Google Analytics
  • Bachelor’s Degree in Business/Commerce or other related field/discipline
  • Experience working in marketing/advertising, digital media or the auto industry


ENABLING COMPETENCIES:

  • Knowledge of automotive marketing, business and technical trends and industry regulatory requirements
  • Ability and willingness to develop and exploit a range of productive relationships both inside and outside the team to further organization objectives
  • Ability to gather relevant information, notice relationships between different pieces of information, reason from cause to effect and generate effective solutions to practical problems
  • Knowledge of the processes and issues relevant to one’s job; this ranges from job knowledge to an appreciation of complex internal and external business issues and trends
  • Ability to effectively prioritize and execute tasks under pressure, in a constantly changing environment
  • Ability and willingness to generate new ideas and to recognize and build upon those of others
  • Proven track record driving continuous improvement and operating with flexibility

Posted: May 23, 2018
Closes: July 22, 2018
Email Address:
Company Info
Size:
51-200 employees
Industry:
Technology

Connect with employer:

About Speed Shift Media

Speed Shift Media is an award winning digital advertising company with a growing product portfolio designed to fuel web traffic in a cost-effective way. Our success is built on an ad network devel...