Customer Success Specialist

BLAZE; British Columbia; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading company in retail software seeks a Customer Success Specialist to enhance customer experience with their POS software. This role involves onboarding clients, building relationships, and ensuring high customer satisfaction through effective communication and problem-solving.

Qualifications

• 3-5 years in onboarding, customer success, account management, or sales preferred.
• Strong cannabis knowledge is required.

Responsibilities

• Onboarding new customers for a great experience with BLAZE.
• Build trust and rapport with assigned customers.
• Maintain customer success metrics and data.

Skills

Communication

Analytical Skills

Interpersonal Skills

Tools

Microsoft Excel

Job description

We are a full-stack retail software company with the vision of building the most reliable, scalable, and secure omnichannel retail experience in the world. We have a rapidly growing team that is distributed across Canada, working remotely to support 1000+ retail stores that process millions of payments a year.

Customer Success Specialist

We are looking for an additional Customer Success Specialist to add to our team. This position will play a critical role in the development of customers’ experience with the BLAZE POS software. The successful candidate will build and maintain strong customer relationships acting as a customer advocate, offering solutions to customers’ pain points, and enhancing customers’ knowledge through training.

Our ideal candidate is passionate about using their analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, the individual must have strong communication and interpersonal skills, be proactive and be a team player.

Key Responsibilities :

• Onboarding new clients
• Builds trust and develops healthy customer relationships
• Evaluates and analyzes customer needs through metrics
• Acts as a customer advocate
• Encourages customers to upgrade their products / services
• Notices churn indicators and increase customer retention

Objectives

• Own overall relationship with assigned customers, which includes managing onboarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
• Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services.
• Maintain and develop customer success strategies and best practices as well as customer support content.
• Communicate effectively with both internal and external stakeholders to understand customer needs, maximize retention and growth, and communicate learnings.
• Maintain existing customer success metrics and data as directed.

Job Duties

• Onboarding new customers to ensure they have a great experience with BLAZE from day one.
• Serve as day-to-day contact for assigned customers, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
• Review the customer journey, identify how it is supported, taking a consultative approach in helping customers overcome issues and achieve goals.
• Facilitate interaction and workflow between team members, including third-party service providers, to ensure deliverables are on time.
• Collaborate, problem-solve, and / or strategize upcoming customer meetings with team members.
• Prepare educational materials such as documentation and videos for customer facing training platforms.

Required Skills and Qualifications :

• 3-5 years of experience in onboarding, customer success, account management, communications, marketing, or sales is preferred.
• 1 year of retail experience.
• Strong cannabis knowledge is required.
• Microsoft Excel experience.
• Analytical and process-oriented mindset.
• Comfortable working across multiple departments and remotely.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.