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A CBC news Business report by Don Pittis on finding a job.

      
     


    

 

 Posting id   :

45533754

9/24/2020 11:35:22 AM
Communication Manager
 Employer     : Ensquare Inc.
 From         :
 City         : Toronto Job type:  Career
 Region       : ON Hours   :  Full-Time
 Country      : CA Duration:  Permanent
 Deadline     : 12/23/2020
 Education    : College/Technical school Experience:  2 to 4 years  
 Salary       : $40/hour
 Description  : Benefits & Compensation
Upon joining the team, you will receive a competitive salary; you will also be entitled to full medical and dental benefits and 4 weeks’ paid time off annually. You will also have an annual training and learning budget for professional development to ensure you are always up-to-date with the latest industry trends and tools.
In this full-time role you will work with new and existing customers to ensure that they are supremely successful with and delighted by ENSQUARE INC. It is your responsibility to engage with these accounts, spur usage, build high customer satisfaction, and look for opportunities to upsell or expand usage. You will work with your accounts proactively to drive adoption, as well as act as the voice of your customers internally at our company. Creative, organized, energetic and self-driven, you understand the customer and their use cases and know how to be a trusted partner so our customers stay and grow with us. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and then communicating that product to the users. If you love working with customers and have thrived in a role like this before, then we want to talk to you.

Responsibilities:
Contact existing customers on a regular basis to check in and ensure they are satisfied
Act as the escalation point for customer support, feature enhancements, product releases and new service offering.
Facilitate the renewal process, including fee as applicable, 90 days prior to their renewal date
Own upsell and renewal strategies for existing customers.
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.
Provide hands-on feature demos to help customers realize the full potential and business benefit of product capabilities and minimize the fog of uncertainty around how to add or use those features.
Serve as the voice of the customer and provide internal feedback on how ENSQUARE INC. can better serve our customer base.
Track accounts post-sale to identify churn risk and take proactive steps to improve.
Track accounts to identify churn risk and work proactively to eliminate that risk.
Ensure a solid understanding of the customer's technical environment, business goals, and best practices to recommend ideal solutions for success.
Work closely with Product Development on identification and tracking of enhancement requests and bugs
Ramp up to hit monthly upsell and renewal quotas within the first 4 months:

Requirements:
2 -4 years in a Customer Success role, with a proven ability to deliver and grow customer value with enterprise technology solutions.
2-4 years in customer-facing roles including support, project and account management, sales, professional services, training, or consulting, preferably in a technical domain.
Proficiency with Salesforce, Zoom, Microsoft Office Suit0065 and other Software-as-a-Service is a plus
Passion for customer success and experience of achieving customer satisfaction with existing products.
Exceptional communication skills, both verbal and written
Increasing levels of customer interaction and responsibility for driving customer retention and/or growth outcomes with customers.
Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems

Job Types: Full-time, Permanent

Experience:
• SaaS Customer Success: 2 years (Preferred)
Education:
• Minimum College Education (Required)
Location:
• Toronto, ON (Required)
Salary: $40 per hour

Expected Start Date: As soon as possible
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(Email address: ensquare.inc@gmail.com)



 

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