Customer Success Associate

Customer Success Associate - Quebec, Canada

Remote- Quebec

This role is based in Quebec, Canada

The Customer Success Associate is a customer-facing retention-based account management role. This role is responsible for owning the implementation of broad customer success strategies across a large number of accounts. A Customer Success Associate is a key influencer and helps plan which accounts receive what varieties of corporate communications & direct engagement from iTN.

The Customer Success Associate should develop an in-depth knowledge of the industry, develop a practical knowledge of the iTN software solutions at a technical level, and should be able to field structured written/verbal communications with a wide variety of customers.

Specific responsibilities include: collecting and enriching iTradeNetwork’s profile of customer data, directly educating and onboarding iTradeNetwork’s customers, facilitating outreach and follow-up programs to hundreds of customers, planning and leading leadership-facing business reviews, and acting as a customer advocate between internal departments to deliver a best-in-class customer experience.

Excellent Customer Success Associates can effectively navigate required actions on a large set of assigned accounts to drive engagement and deepen iTN’s relationships with our customers. A true high performer plays a crucial role in guiding the future of how iTN engages with its Supplier Customers. 

Customer Success Associates are required to prepare and present formal reports for key stakeholders (internal and external).

Key Responsibilities:

• Drive revenue retention in supplier accounts through building and maintaining a strong relationship 
• Drive revenue growth in supplier accounts through identifying up-sell/cross-sell opportunities
• Act as a consultant, guide, and advisor to assigned customers through their customer journey
• Maintain a detailed account summary containing hundreds of assigned customers as a part of a monthly activity planning process
• Prioritize time & effort against a list of many assigned customer accounts concurrently
• Execute on customer communication programs to increase ITN’s customer engagement
• Gather the needed customer data for internal KPI’s to track overall customer health
• Operate and maintain engagement rhythms (through a combination of email and meetings) to ensure all assigned customers are contacted within a defined time period
• Assist with customer onboarding and education efforts to facilitate positive customer experiences
• Become a trusted advisor on all product/solutions offered by the company
• Proactively report and escalate issues to management for resolution
• Perform other related duties as assigned

What you’ll need:

• Minimum of 2+ years of customer success, account management or vendor management experience
• Experience in converting customer requirements and requests into actionable & professional business responses
• Demonstrated customer management, issue resolution, and communications skills, including experience with presenting formally to senior leaders
• Proven track record of effective individual time management & multi-tasking - effectively prioritizing and planning time/effort across a large book of business 
• Demonstrated growth mindset and appetite for continued professional development
• Excellent written and verbal communication skills, conducting with confidence and credibility to effectively engage and interact within all levels of an organization
• Strong working knowledge of Software-as-a-Service and IT applications, infrastructure, and technology stacks
• Self-motivated, hungry, confident, and high-energy team player with a knack for close collaboration with peers
• Experience with Google Suite, Microsoft Excel, Gainsight, Salesforce, and business visualization systems (Tableau, Microsoft PowerBI) a plus
• Experience implementing customer solutions in a professional services capacity a plus
• Candidates must be fluent in French

If you are a highly motivated and results-driven individual, with a passion for driving growth in a fast-paced, entrepreneurial environment,  we encourage you to apply for this exciting opportunity. We offer a competitive salary, comprehensive benefits package, and a dynamic work culture that values collaboration, innovation, and personal development.

Why you will love working here:

• Competitive salary packages
• Comprehensive medical, dental, vision, and life insurance benefits for you and your family
• Flex PTO for exempt employees and competitive PTO for non-exempt
• Paid parental leave for eligible employees
• 401(k) matching
• Tuition reimbursement on approved programs
• Great health & well-being benefits including Teladoc for general medical and mental health care

These benefits are only applicable to full-time employees