Customer Success Specialist

Speed Shift Media - New Westminster, BC (30+ days ago)

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Position: Customer Success Specialist

Status: Full Time Permanent

Location: New Westminster, BC

Department: Operations

Manager: VP of Operations

MoR: President & CTO

POSITION OVERVIEW

The primary purpose of the Customer Success Specialist role is to support the post-sales client lifecycle as it relates to client adoption, on-going education/support, churn mitigation and program optimization/expansion.

KEY ACCOUNTABILITIES

Customer Relationship Management

Identify customer business objectives and share with internal stakeholders 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

Promote the company’s services (enhancements / updates / new initiatives / maintenance) through the relationships that have been nurtured

Prepare and conduct quarterly business reviews with high-value customers

Obtain all necessary sign-offs for cost recovery/churn mitigation measures before communicating these to the client

Ensure quality of data entered is accurate and maintained at all times

Take ownership of accounts and ensure customer success and satisfaction

Prepare KPI analyses to support customer retention strategies

Monitor customer KPIs and provide actionable insights to ensure a high level of performance is delivered

Customer Support

Respond to customer issues in a timely manner and proactively follow up to ensure satisfactory resolution

Escalate issues to other teams and stakeholders when appropriate

Maintain a strong understanding of Speed Shift Media products and services

Ensure all requests are tracked and maintained accurately in Zendesk

Provide an exceptional customer experience during calls, emails, and customer escalations

Facilitate the on-boarding of new and existing customers onto various Speed Shift Media products and services by working collaboratively with other teams and stakeholders

PERFORMANCE STANDARDS

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

REQUIREMENTS

Must Have

Experience conducting Quarterly Business Reviews for high value clients

Minimum 3+ years in Customer Success or in customer-facing capacity such as account management or customer support

Experience working with AWS QuickSight, Google Data Studio or other BI tools

Nice to Have

At least 3+ years of experience using CRM systems or other CRM software and tools

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

Ability to effectively prioritize and escalate proactively

Ability and willingness to generate new ideas and to recognize and build upon those of others

Proven track record of driving continuous improvement and operating with flexibility

Experience collecting, analyzing and summarizing data for internal and external customers

Excellent verbal and written communication in English

WHAT WE DO

Speed Shift Media’s inventory marketing platform enables fully customized, managed and optimized VDP campaigns. The platform helps dealership advertisers by driving targeted, local, qualified car buyers directly to their VDPs. The platform powers scalable revenue-driving solutions for automotive agencies, associations, publishers, and portals. Central to the platform is our Predictive Analytics layer which SSM uses to maximize campaign ROI.

WHY SSM

Our progressive, 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

Leading edge equipment

Meaningful merit increases and performance bonuses

RRSP Matching

100% employer paid group benefits including MSP premiums

Transit Subsidy

Company sponsored social events

Free fruits and drinks – all day long!