Customer Support Specialist Job

Customer Support Specialist- job post
About the position:
Reporting into the Manager, Scaled Customer Success, the primary responsibility of the Customer Support Specialist will be to ensure our customers achieve a high level of adoption and business value from Esikidz with a specific focus on supporting high-volume, lower-value accounts. The Customer Support Specialist will play a crucial role in building Esikidz's childcare management Eco system. The Customer Support Specialist will have full ownership over retention, usage, customer satisfaction and managing any risks within the accounts.
What you'll be responsible for:
• Manage and maintain relationships with high volume, lower-value accounts, ensuring they attain a high level of adoption and business value from using Esikidz by showing complete ownership in their success.
• Drive customer loyalty and adoption by proactively engaging with customers by demonstrating the value of continued partnership.
• Leverage data and metrics to track customer health, identify at-risk accounts, and implement retention strategies to minimize churn.
• Partner with the Product team to gather customer feedback, relay enhancement requests, and contribute to the product roadmap based on customer needs and insights.
• Deliver virtual presentations, webinars, and training materials to educate customers on best practices, new features, and updates related to the Esikidz platform.
• Collaborate with cross-functional teams, including marketing, product management =, to ensure a seamless customer experience throughout the customer journey.

What you bring to the team:
• 2+ years of experience in customer success, account management, or a similar role within a software/SaaS company
• Bachelor's degree is preferred, candidates with other completed post-secondary education will be given equal consideration permitted that they meet other key requirements
• A proven track record of effectively managing high-volume, lower-value accounts, and driving customer adoption, satisfaction, retention and renewals
• Demonstrated capacity and appetite to learn with a customer focused mind-set
• Comfortability in conducting business over the phone, email, virtual chat platforms (HubSpot, Teams), and virtual conferencing platforms (Zoom, Google Meet)
• Strong ability to balance nurturing accounts, be creative and innovative when needed, and have a desire to be proactive
• Experience with digital-touch customer engagement strategies, automation technologies
• Highly skilled in the creation of written communications and visual content to support the curation of digital messaging and communication
• Excellent analytical skills to interpret customer data, identify trends, and uncover opportunities for growth and risk mitigation
• Outstanding communication and interpersonal skills, with the ability to build rapport and maintain strong relationships with customers at all levels
• Collaborative nature and exposure working with various levels of technical and non-technical teams
• Experience with platforms such as HubSpot, Zoom, Teams, Slack, Confluence, ChurnZero, Airtable, and Asana would be an asset
• Exposure to working with Childcare customers is an asset
• Valid work authorization in Canada is required
• A clear or satisfactory national Criminal Background Check will be required due to this position being privy to confidential information
If this sounds like the perfect job for you, apply today. As well as joining a great culture and a market-leading company, you will be part of a team making a positive difference in the Childcare Management Software market. If this isn't the job for you, you may know someone who is a perfect fit. Please feel free to share this opportunity.
If you want to explore Esikidz further, please visit our website www.Esikidz.com.

Health/Dental Benefits, Paid Holidays, Vacations, and Sick Leave

Reporting into the Manager, Scaled Customer Success, the primary responsibility of the Customer Support Specialist will be to ensure our customers achieve a high level of adoption and business value from Esikidz with a specific focus on supporting high-volume, lower-value accounts. The Customer Support Specialist will play a crucial role in building Esikidz's childcare management Eco system. The Customer Support Specialist will have full ownership over retention, usage, customer satisfaction and managing any risks within the accounts.