Customer Success Representative

TitanFile Inc.; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A tech company providing secure file sharing solutions in Toronto is seeking a Customer Success Representative. You will deliver exceptional client support, drive customer engagement, and collaborate with teams to ensure satisfaction and retention. Ideal candidates have experience in a B2B SaaS environment and strong communication skills. This position offers flexible hours and competitive compensation.

Benefits

Flexible work hours

Competitive base pay plus commission

Industry-leading benefits package

Qualifications

• 1-3 years of experience in a customer-facing role, in a B2B SaaS environment.
• Fluent in English with excellent written and verbal communication skills.
• Strong computer skills and willing to work in a hybrid environment.

Responsibilities

• Provide outstanding customer support via phone, email, and live chat.
• Own customer engagement within the SMB segment.
• Build and nurture relationships with key stakeholders.
• Assist clients in navigating TitanFile, offering proactive solutions.

Skills

Customer support

Communication skills

Adaptability

Organizational skills

Tech-savvy

Education

College or University degree

Tools

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Job description

Overview

Customer Success Representative
Location: Toronto, ON, Canada (4 days/week in office near Exhibition Go Station)
Type: Full-Time

TitanFile is an award-winning solution enabling secure, efficient exchange of confidential files. As the easiest, most secure file sharing service available, we’re transforming how businesses interact with their clients, pushing the boundaries of productivity, security, and compliance. Our mission is to set the standard for secure client communication and collaboration. At TitanFile, talented individuals thrive in an environment that removes barriers to innovation. We seek out innovative minds and offer them the freedom to make significant impacts.

Who You Are

You have the confidence to deliver an exceptional client experience. We will give you the power to do it! You have experience working in a customer-facing role, you’re proactive, a great listener, and eager to drive customer success. You are a self-starter, a great listener, and you’re willing to put in the work to figure things out. You thrive in a role where your efforts are to partner with customers and help them achieve value with software directly contributing to company growth. You are enthusiastic about technology and eager to build a career in customer success within the tech industry.

Your Day to Day

• Provide outstanding customer support via phone, email, and live chat, ensuring a seamless and positive experience.
• Own customer engagement within the SMB segment, ensuring end-to-end satisfaction and account success
• Build and nurture relationships with key stakeholders to ensure their needs are met and they recognize the full value of TitanFile.
• Regularly connect with clients, identifying needs and uncovering new opportunities for engagement and growth.
• Maintain and protect revenue by ensuring high levels of customer satisfaction and retention.
• Keep customers informed about the product roadmap and newly released features to encourage continuous product usage.
• Collect and relay customer feedback to the product management team to influence future product enhancements.
• Create opportunities for customer advocacy through third party reviews and case studies
• Assist clients in navigating TitanFile, offering proactive solutions and recommendations to optimize their experience.
• Escalate technical issues to the appropriate team, ensuring timely follow-up and a smooth resolution process.
• Collaborate closely with internal teams to ensure the success of key accounts and to enhance the customer experience.
• Perform other duties as needed to support the Customer Success team

Basic Qualifications

• 1-3 years of experience in a customer-facing role, in a B2B SaaS environment
• Fluent in English with excellent written and verbal communication skills
• College or University degree preferred

What We Are Looking For

• Self-starter with the ability to learn and ramp quickly, and highly determined to figure things out as you go
• Execution-oriented with a passion to work in a fast-paced startup environment
• Strong organization skills demonstrating ability to manage multiple tasks and/or priorities
• Excellent communication skills, both written and verbal
• Passion for technology and a strong desire to actively contribute to a team.
• Strong computer skills, including Microsoft Word, PowerPoint, Excel
• Willingness and ability to work effectively in a hybrid environment

Interested candidates are requested to include a hyperlink to a 60-second video recording introducing themselves and explaining why they are an ideal fit for this role.

Why Join Us?

Our team is made up of high-performing professionals and we work towards solving two of the biggest challenges in the digital age: communication and privacy. We provide opportunities to build a career and grow professionally; there is no limit to what you can accomplish here! We want you to have a good work-life balance, so we offer flexible work hours. We provide an industry-leading benefits package, competitive base pay plus commission compensation, and tailored career growth. Does this sound like the perfect opportunity for you? Apply today to join our outstanding team!

TitanFile is an equal opportunity employer. Please reach out to [e-mail] for accommodations in the hiring process.