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Customer Success Specialist

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Date: Jun 7, 2021

Location: Oakville, ON, CA, L6M 2W1

Company: Softchoice

Why you’ll love Softchoice:


We are a technology company that equips organizations to be agile and innovative, and for their people to be productive, creative and happier at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology portfolio. By doing these things, we create success faster and in circumstances otherwise not possible. 


We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities. 


The impact you will have:

Your passion is customer success!


As a Customer Success Specialist within our Services organization, you will use your focus on great customer experience to onboard customers to their Managed Service, and partner with them along their journey to help them achieve their business objectives. You will work with those customers to ensure they are adopting and getting optimal value from the service.


What you’ll do:


  • Handle everything from initial onboarding to follow-on engagements, including regular business reviews, mentorship sessions, and facilitating the provision of analysis & insights into their environment.
  • Be passionate about building strong, trust-based relationships with customers and dedicated to driving a great customer experience
  • Closely monitor the health of our customer relationships, predicting and navigating challenges to offer solutions that increase retention
  • Create and maintain Success Plans for your customers
    • Maximize customer usage
    • Increase their ROI
    • Limit churn
    • Conduct Business Reviews
  • Ensure customer retention, while driving adoption and growth
  • Identify expansion opportunities
  • Use your in-depth knowledge of our services to identify the best features/functionality for each customer’s required outcomes
  • Represent 'voice of the customer' to provide internal feedback on how we can better serve them
  • Understand your customers’ needs, and collaborate across internal teams to ensure the delivery of a consistently excellent customer experience
  • Assist Operations team and clients with access to online services (e.g. portal, dashboard)
  • Provide support to the Operations and Delivery teams around contract issues, incident management, customer escalations and areas of service improvement
  • Help customers understand all Softchoice offerings and which ones could be valuable to them.


What you’ll bring to the table:


  • Familiarity with the software as a service (SaaS), recurring revenue business model and how Customer Success is key to this
  • Experience managing and supporting customers in a technology driven environment
  • Demonstrable concise communication in all media, such as verbal/video and written
  • The ability to manage stakeholder expectations
  • The ability to articulate technical concepts and understand business drivers.
  • The ability to effectively communicate with customers, Sales and technical subject matter experts through all phases of customer engagements
  • A proven ability to deliver and grow customer value with enterprise technology solutions.
  • Working knowledge of service delivery concepts, processes, and procedures, as well as the ability to enhance and manage continuous process improvement
  • The ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
  • Post-secondary degree
  • 3+ years of related work experience in a corporate customer facing role
  • Excellent listening, interpersonal, written, and oral communication skills
  • Great attention to detail
  • Experience working in a team-oriented, collaborative environment
  • Practical knowledge of services delivery and IT Operations preferred
  • ITIL certification an asset
  • Strong time management skills


Why people love working here:


  • Softchoice has been recognized as a Best Workplace in Canada by the Great Place to Work Institute for 16 consecutive years. 
  • Softchoice has been certified as a Great Place to Work in the United States for several years. 
  • We offer meaningful work and opportunities for career growth. 
  • Our team members have 2 paid volunteer days per year to give back to a cause of their choice. 
  • We offer an opportunity to build a career in the technology industry. 
  • We have raised over $3 million through Softchoice Cares, our grassroots fundraising organization. 


Inclusion & equal opportunity employment:


We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. 


Require an accommodation? We are ready to help:


We are proud to provide interview and employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com. We are committed to work with you to best meet your needs. 


Our commitment to your experience:


We are committed to the safety of all candidates and team members. With that in mind, we have implemented virtual interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will most likely be doing the same. 


Before you start with us, we will conduct a criminal record check, verify your education and check your references.: 


When you join Softchoice, we will onboard you remotely. Don’t worry. It’s quick, simple and you’ll be connected with your new team in no time.