Customer Success Specialist

Department: Customer Success

Employment Type: Full Time

Location: Head Office

Compensation: $45,000 - $55,000 / year

Description

MandateAs customer success specialist, you will encourage customers to maximize the value of their RESP contributions and answer their questions and concerns along the way. You have a revenue driven mindset that focuses on building balance and identifying up sell opportunities. Through providing a fantastic customer experience and using your ability to make complex concepts simple and understandable, you will promote retention, increase customer satisfaction, and safeguard the reputation of Embark in the marketplace.

CHALLENGES TO BE MET

• Focus and deliver on retention, revenue, and reference ability within our customer base.
• Proactively manage and retain existing customers by building strong relationships. 
• Execute and improve upon current customer retention strategy in an inbound and outbound call center environment.
• Establish trust and credibility through regular communication and effective relationship-building strategies. 
• Act as a trusted RESP advisor to help customers maximize grants, optimize contributions, align with education savings goals, and leveraging opportunities for new business.
• Contribute to the overall growth of the firm by growing both our client base and assets under management.
• Identify upsell opportunities and convert existing customer base to new product offering(s) in collaboration with product and sales teams to drive revenue growth. 
• Responsible for various outbound activities such as those related to potential loss of business and balance build. 
• Act as a subject matter expert and manage various activities such as written notifications, heads-up and/or lists to sales force and outreach to customers and increase our customers usage of self serve.
• Operational tasks on executing the cancellation of customers’ plans, if needed.
• Accurately document all interactions, cases, and outcomes in CRM tools.
• Maintain up-to-date knowledge of the company’s market conditions and leverage advantages to build effective solutions for great customer experience and identify areas for internal process improvement.
• Contribute to a strong team culture by actively supporting teammates and sharing best practices.
• Work cross-functionally with Sales, Product, and Operations teams to ensure seamless customer experience.
• Participate in training sessions, feedback loops, and coaching to continuously develop customer success capabilities.
• Perform other duties as required outside of those mentioned above.

WHO WE ARE LOOKING FOR

• 6-9 months of experience in Customer Service, managing front-line interactions
• Strong interpersonal Skills & negotiation skills
• Customer-centric approach, providing financial Advice when appropriate, by ensuring that our customers understand all the benefits of their RESP at each stage of its lifecycle including balance building, grant maximization and strategic withdrawals 
• Autonomy and excellent judgement
• Analytical skills with attention to detail
• Good stress management
• Able to work in a team environment as well as individually
• Possess a strong financial acumen
• Experience in partnership relations and virtual management 
• Result oriented and focused on business/operational improvements
• Proven ability to set and achieve objectives
• Team player, with ability to multitask
• Ability to synthesize large volumes of data in order to derive trends and patterns
• Flexible and open to accept change and constantly strive to improve processes
• Experience in Microsoft Excel and reporting background will be considered an asset
• Bilingual (French/Mandarin/Cantonese) is an asset 
• Must be eligible to be licensed through your local provincial authority and recognized by the RESP Dealers Association of Canada.