Your role as Customer Success Specialist
Reporting to Feodora Chouakri , the mission of the Customer Success Specialist is to be the trusted advisor and act as the owner of small and midsize business accounts to contribute to the success of Customer Success at Dialogue. The main focus of this role is to identify and implement sustainable and scaled management strategies for small and midsize business (SMB) accounts through the execution of effective account retention and renewal strategies. You will play a key part in the management of existing clients while applying a strong data-integrity approach to contracts and opportunities. This role also entails ensuring our Dialogue clients have a positive experience by supporting a variety of engagement initiatives and strategies such as onboardings, webinars, kiosks and more. The role is a fixed-term contract of 12 months, with an opportunity for renewal depending on performance and company needs.
What you'll be doing
- Understanding and managing SMB-related operations to gain efficiencies and continuously improve processes in a scaled and proactive approach
- Maintaining relationships with clients by offering scalable account support in order to ensure optimal cost-to-revenue ratio
- Managing renewal processes in order to apply an adequate repricing strategy (updating agreements, managing Salesforce opportunities, etc.)
- Mastering software tools to gain efficiencies and continuously improve operations
- Developing, implementing, improving and documenting Customer Success processes, workflows and best practices to allow for swift scalability
- Deliver a seamless onboarding & launch experience for Dialogue clients
- Enhance Customer interaction through strategic engagement initiatives
- Engaging directly with clients via email, and phone when required, to ensure follow-ups
- Working in partnership with internal operational groups to investigate and resolve complex client issues
We'd love to hear from you if you have
- You provide empathetic and client-driven service
- You have a long-term vision for scalability and can help develop opportunities for automation
- You are known as someone who is highly organized and detail-oriented, with excellent time management skills
- You have strong written and verbal communication skills in French and English
- You like to learn new things and get out of your comfort zone
- You are focused on quality, accuracy, and attention to detail
Please note that as we serve customers across Canada, bilingualism is an asset for this position. You may be required to communicate in French and English.
At Dialogue, your well-being is our priority
Taking care of others also means taking care of our team! Depending on your role and employment status, you could have access to the following benefits:
- Access to the Dialogue app and virtual mental health support for you and your family
- Fully funded insurance, a health spending account, dental coverage, and fitness reimbursement
- 4 weeks vacation, 9 wellness days, and 1 volunteer day
- Hybrid work: 3 days/week in our Montreal or Toronto offices, excluding remote roles
- Work abroad up to 4 weeks/year
- Incentive plans, referral bonuses & RRSP matching
- Learning via Coursera, external training budget & mentorship