Customer Success Coordinator – Customer Service – / Coordinateur de la Réussite des Clients
| Company | CSA Group |
|---|---|
| Location | Montreal, QC, Canada, Toronto, ON, Canada, Calgary, AB, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- Strong PC skills, including MS Word, PowerPoint and Excel, experience in HTML application, knowledge of web-based applications.
- Three-year University degree or three-year Community College Diploma in Business Administration or post-secondary equivalent.
- Database management, eCommerce, Salesforce and SAP experience preferred.
- Customer service work experience.
Responsibilities
- In a timely manner and with a high degree of accuracy, creates and maintains product records; financial record details for all products including critical product information such as selling price, product titles, format, class, scope. Constantly edits the databases to ensure the most creative, and effective presentation of the data to maximize sales and CSA’s Corporate image.
- Coaches and provides guidance to customers to support product onboarding specifically for, but not limited to, Subscription services and Personnel Certification (PC) programs.
- Ensures effective onboarding and ongoing monitoring of subscription customer ‘health scores’, leveraging training and support mechanisms to intervene where customers appear at risk of non-renewal.
- Supporting hosting activities for virtual course events on a regular basis.
- Coordinates operations related to the delivery of value-added products (open enrollment classes, private onsites, training conferences, special events) including internal and external resource allocation, venue readiness, courseware delivery and customer service.
- Responds to existing customer product-related inquiries and requests for assistance.
- Regularly works with confidential information (for example, PC candidate test results and candidacy status).
- The Coordinator processes personnel certification applications by managing the order fulfillment of the Personal Certification program which includes; granting permission to customers to write certification exams and awards certification upon successful completion.
Preferred Qualifications
- French proficiency is preferred.
- Working knowledge of all processes including sales and distribution and materials management processes is an asset.