Customer Success Specialist

SkyXoft Technologies, Inc.; Ontario; Remote; CAD 40,000 - 60,000; Part time

Job summary

A leading company in document management is seeking a Customer Success Specialist. This role involves onboarding new clients, managing software implementations, and ensuring customer satisfaction. Ideal candidates will have strong analytical, communication, and problem-solving skills, along with experience in customer success. This part-time position offers remote work with occasional in-person meetings.

Qualifications

• Experience as a customer success or implementation specialist.
• Advanced Excel skills for managing complex data.
• Strong organizational and time management skills.

Responsibilities

• Onboarding new customers and managing implementation processes.
• Customizing software based on client needs.
• Creating training materials and programs for clients.

Skills

Customer Service

Analytical Skills

Communication

Problem Solving

Time Management

Tools

Excel

CRM Tools

Microsoft Teams

Zoom

SharePoint

Camtasia

Loom

Job description

We are looking for a proactive and customer-oriented Customer Success Specialist to join our dynamic team.

In this role, you will be instrumental in onboarding new customers and ensuring they receive the full benefits of our product.

Your responsibilities will include managing the implementation process, including conducting data import requests, being the go-to contact for customer inquiries, configuring software elements, and coordinating with other teams for complex integrations or customizations. You will advocate for customer needs, respond to feedback, and actively engage with customers to promote successful outcomes.

If you are passionate about customer success and adept at managing multiple projects, we would love to have you on board.

About us

Expiration Reminder is the leading web-based platform for managing document expiration dates. Our software gives organizations the ability to track, manage and send automatic email and text notifications when documents are about to expire, maintain compliance with regulations and keep vendors and customers compliant with company policies. Hundreds of organizations around the world rely on Expiration Reminder to track expiration dates. Our clients include Fortune 500 companies, small businesses, nonprofits, healthcare providers, schools, and more. With a powerful suite of features that includes compliance rules, roadmaps, policy acknowledgement, document scanning, and more, we help companies stay compliant.

Responsibilities

• Meeting with clients following the sale of software to collect data and other information required to customize software systems.
• Creating a project plan for each client, detailing the tasks that need to be completed for the implementation.
• Communicating with clients throughout the software customization process to obtain feedback and approval.
• Customizing software based on clients’ individual needs and specifications.
• Training clients on how to use purchased software and assisting with webinars.
• Creating a specialized document for each client, detailing all customizations made.
• Importing data for clients and customizing the software.
• Advocating for customer needs by capturing and sharing feedback.
• Proactively contacting customers based on account health.
• Responding to NPS survey feedback and addressing concerns.
• Develop Training Programs : Creating comprehensive training materials and programs for onboarding new clients. This may include e-learning modules and certification programs.
• Video Editing : Creating and editing training videos for the Academy.
• Logging tickets with the development team and escalating appropriately based on the impact of the issue.
• Becoming an Expiration Reminder power user—before you can support others, you must know the product yourself.

Required Qualifications

• Previous experience as a customer success specialist or implementation specialist is beneficial.
• Manage successful product implementation and onboarding.
• Advanced Excel skills required such as managing, analyzing, and interpreting complex data sets using Microsoft Excel's advanced features (Formulas, PivotTables, VLOOKUP, INDEX / MATCH).
• The ability to multitask effectively.
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
• The ability to work independently and as part of a team.
• Strong analytical and problem-solving skills.
• Excellent organizational and time management skills.
• Exceptional communication and customer service skills.
• Detail-oriented.
• Passion for delivering a fantastic customer experience.
• Excellent presentation skills.
• Ability to prioritize and manage time effectively across multiple projects.
• Expertise in developing engaging and effective training materials and programs.
• Experience with CRM tools such as HubSpot for tracking performance data and integrating training processes.
• Familiarity with Microsoft Teams and Zoom for facilitating communication and collaboration within and across teams.
• Experience with software like SharePoint for organizing and sharing training materials and resources.
• Video editing skills using tools such as Camtasia and Loom.

Location

• Remote.
• Occasional face-to-face meetings.

Compensation and Benefits

• Market compensation commensurate with your proven abilities.
• This is a part-time position with a set schedule.