Client Success Specialist

Mindscope; Burnaby; Hybrid; CAD 45,000 - 60,000; Full time

Benefits offered by this job

Health and Dental Coverage

RRSP

EFAP

Generous Paid Time Off

Education Reimbursement Program

Job summary

Univerus in Burnaby, BC, is seeking a Client Success Specialist. This entry-level role focuses on onboarding clients, delivering product training, and providing timely support to ensure adoption of Unity ERP.

As the primary contact, you will manage relationships, respond to inquiries, and collaborate with Product, Sales and Professional Services. A bachelor’s degree and 2+ years in client-facing roles are required; English and French skills are an asset. Remote Canada.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field.
• 2+ years in a client-facing role, preferably in client success or account management.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities with a proactive approach to addressing client needs.
• Ability to manage multiple clients and projects in a fast-paced environment.
• Proficiency with a ticketing system.
• Bilingual English and French is an asset.

Responsibilities

• Onboard new clients and deliver product training.
• Respond to support inquiries via phone, email, and support ticketing systems.
• Build and maintain strong client relationships.
• Monitor onboarding progress and ensure milestones are met.
• Document and track client interactions in the CRM.
• Escalate complex issues to senior teams while keeping the client informed.
• Collaborate with Product, Development, Sales and Professional Services teams.

Skills

Customer-focused

Excellent communicator

Proactive problem solver

Analytical thinker

Multi-tasking

Education

Bachelor’s degree in Business, Communications, or related field

Tools

Ticketing system

Job description

Founded in 2019 and headquartered in Burnaby, British Columbia, Univerus is a fast-growing enterprise software company specializing in vertical market solutions. With over 300 employees, more than 20 acquisitions, and a global customer base exceeding 3,500 organizations, Univerus delivers mission-critical technology across public and private sectors. Our flagship product, Unity ERP, powers operations in local government, utilities, construction, manufacturing, health and safety, education, and beyond.

Learn more at univerus.com.

POSITION DETAILS:

Hours: 40 hours per week, Monday to Friday

Salary Range: $45,000-$60,000 CAD per year

Location: Remote in Canada

This is a replacement.

Job Description

Position Overview

The Client Success Specialist is an entry-level role responsible for delivering an exceptional client experience by supporting clients

throughout their journey with our products and services. As a primary point of contact, this role focuses on onboarding new clients,

providing product training, responding to support inquiries, and building strong client relationships. The Client Success Specialist

works collaboratively with internal teams to ensure client needs are met while identifying opportunities to improve client satisfaction

and adoption.

The ideal candidate is customer-focused, an excellent communicator, and a proactive problem solver who enjoys helping clients

achieve success.

Job Requirements

Key Responsibilities

Client Onboarding & Training

• Guide new clients through the onboarding process to ensure a smooth implementation and successful product adoption.
• Deliver virtual and in-person product training sessions tailored to client needs.
• Develop, maintain, and improve onboarding documentation, training materials, and user guides.
• Monitor client onboarding progress and ensure key milestones are achieved.

Client Relationship Management

• Serve as the primary point of contact for our clients, fostering positive and professional relationships.
• Respond to client inquiries promptly via phone, email, and support ticketing systems.
• Schedule and conduct regular client check-ins to gather feedback, discuss product usage, and identify opportunities for improvement.
• Maintain accurate records of all client interactions, activities, and communications within the CRM system.
• Build client confidence by providing proactive guidance and product best practices.
• Troubleshoot and resolve routine client issues in a timely and professional manner.
• Escalate complex technical or product issues to senior team members or appropriate departments while maintaining ownership of client communication.
• Reproduce, document, and track reported issues to support internal investigation and resolution.
• Follow up with clients to ensure issues have been resolved to their satisfaction.

Client Success Initiatives

• Collect, analyze, and communicate client feedback to Product, Development, and Leadership teams.
• Identify trends in client questions and recurring issues to recommend process or product improvements.
• Assist in creating and maintaining self-service resources, including FAQs, knowledge base articles, tutorials, and training videos.
• Support client adoption initiatives by promoting new features, enhancements, and best practices.
• Work closely with Product, Development, Sales, and Professional Services teams to ensure a consistent client experience.
• Participate in internal meetings to share client feedback and contribute to service improvement initiatives.
• Stay current on product updates and industry best practices to provide knowledgeable support.
• Contribute to process improvements that enhance team efficiency and client satisfaction.

Qualifications:

• Bachelor’s degree in Business, Communications, or a related field.
• 2+ years of experience in a client-facing role, preferably in client success or account management.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills with a proactive approach to identifying and addressing client needs.
• Ability to manage multiple clients and projects simultaneously in a fast-paced environment.
• Proficiency and understanding of using a ticketing system
• Strong critical thinking skills and the ability to think quickly and effectively on your feet.

Preferred Skills:

• Experience in the Sport & Recreation and/or Staffing Industry
• Familiarity with project management methodologies.
• Demonstrated ability to work collaboratively across different departments and teams.
• Proficient at documenting and organizing work
• Experience in building customer-facing content, such as e-learning platforms, support and training resources (ie articles, videos..etc).
• Bilingualism (English & French) considered an asset

WHAT WE OFFER:

• Health and Dental Coverage
• RRSP
• EFAP
• Generous Paid Time Off
• Education Reimbursement Program

Our Commitment to Diversity, Equity & Inclusion

Univerus is proud to be an equal opportunity employer. We are committed to creating an inclusive and respectful workplace where everyone feels valued, supported, and empowered to contribute fully. We welcome applications from candidates of all backgrounds, abilities, and experiences, including but not limited to Indigenous peoples, racialized persons, women, LGBTQ2S+ individuals, persons with disabilities, and veterans.

If you require accommodation at any stage of the recruitment process, please let us know. We are committed to working with you to ensure your needs are met.

Please note that we may use AI as part of our recruitment and hiring process. While we may incorporate select AI features to enhance process efficiency, we remain committed to human-led decision making. We recognize that AI is not perfect, so all AI-generated outputs are subject to human review to ensure accuracy and fairness. Our goal is to use technology to support, not replace, thoughtful human decision-making in recruitment and hiring.