Bilingual-French/English Client Success Consultant

The Canadian Press; Toronto; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading company in Canada is seeking a bilingual Client Success Consultant to enhance customer satisfaction and retention. This full-time role involves onboarding, training, and supporting clients in maximizing the value of their services. The ideal candidate will have strong communication skills and experience in client success, particularly in B2B SaaS or media sectors. The position offers competitive benefits in a hybrid/remote environment.

Benefits

Paid vacation

Pension

Health benefits

Dental benefits

Flexible hours

Qualifications

• At least 3 years in client success or customer service.
• Experience supporting editorial, PR, marketing, or social media professionals.

Responsibilities

• Onboard and train prospects and subscribers.
• Develop success and adoption plans for key clients.
• Engage with media clients to understand their needs.

Skills

Communication

Problem-Solving

Relationship-Building

Multi-tasking

Education

University or college degree in business

degree in journalism

degree in PR

degree in communications

degree in marketing

Tools

MS Office

Salesforce

Job description

Bilingual-French/English Client Success Consultant

1 month ago Be among the first 25 applicants

The Canadian Press is seeking a bilingual Client Success Consultant to collaborate with the sales team in demonstrating our services to prospects and assisting clients in maximizing the value of their CP services. This full-time, permanent role focuses on promoting customer satisfaction and retention through a consultative approach that fosters strong customer relationships. The successful candidate will significantly impact the Sales & Marketing team and join a reputable, evolving company offering a competitive salary, paid vacation, pension, health and dental benefits, and flexible hours in a hybrid/remote environment based in Toronto.

Our Mission

The Canadian Press is Canada's bilingual national news agency, trusted by leading media outlets for over 100 years to deliver fast, accurate, and impartial reporting. Our Sales & Marketing team promotes, sells, and provides customer service for a growing suite of solutions:

• Media clients utilize our licensed news articles, photos, graphics, videos, and audio in their digital, broadcast, and print properties (e.g., The Globe and Mail, Toronto Star, La Presse, CTV, CBC, Yahoo, MSN);
• Public relations and communications professionals at government, corporate, and other organizations use our media relations tools to identify coverage opportunities and anticipate crises. We provide Canada's only media forecasting platform and Live Calendar, alerting clients in real-time about upcoming events, CP coverage plans, and wire stories—often published as-is by numerous websites or featured in radio/TV newscasts and newspapers.

We are transforming client-facing platforms used to access our content and services and are seeking a bilingual Client Success Consultant experienced in supporting SaaS solutions for editorial, PR, marketing, and communications users.

Role Overview

Are you an excellent communicator with strong relationship-building and problem-solving skills, eager to join a dynamic team central to CP’s revenue, customer service, and product development? Do you think like a journalist and can provide valuable insights and solutions to media and PR customers, fostering loyalty and high satisfaction?

As the bilingual Client Success Consultant, you will deliver exceptional onboarding, training, and customer support for our suite of products, including CP Images archive and NewsPro platform, which features real-time news monitoring and the Live Calendar of upcoming events and CP coverage plans.

Responsibilities

• Onboard and train prospects and subscribers to maximize platform value, establishing yourself as a subject-matter expert and trusted advisor with key stakeholders;
• Develop success and adoption plans for key clients by understanding their needs, setting milestones, and proactively managing churn risks;
• Set up and manage trial and client accounts, including creating and updating search queries and recommending search keywords/criteria tailored to user objectives;
• Assist users via video, phone, chat, and email by accurately assessing needs and resolving issues promptly and professionally;
• Conduct regular outreach to assess satisfaction, promote training, and identify success stories, case studies, and referrals;
• Engage with media clients to understand how they receive and utilize our content, ensuring we meet their needs;
• Log customer interactions and feedback in our CRM, alerting account managers to potential issues or upsell opportunities before renewals;
• Collaborate with Sales, Marketing, Product Development, IT, and Editorial teams, including leading product demos, preparing reports, conducting research, sharing feedback, and performing user acceptance testing.

Skills and Experience

• At least 3 years in client success, customer service, or pre/post-sales solutions consulting, preferably in B2B SaaS or media companies;
• Experience supporting editorial, PR, marketing, or social media professionals, especially with news and image archives or media tools;
• Excellent presentation and communication skills in both English and French;
• Fast learner, proactive, responsible, and effective working independently and in teams;
• Strong problem-solving, relationship-building, and multi-tasking abilities;
• University or college degree in business, journalism, PR, communications, or marketing;
• Proficiency in MS Office; Salesforce experience is a plus.

Application Deadline

Please apply by April 18, 2025.

Our Commitment

We are dedicated to diversity, equity, and inclusion, fostering an accessible environment and supporting employment equity. We respect all groups, including women, Indigenous Peoples, minorities, and persons with disabilities.

Maintaining a safe and healthy workplace is a priority. Employment offers are contingent upon proof of full COVID-19 vaccination by the start date, with accommodations available for medical or religious exemptions.