Senior Customer Success & Onboarding Specialist

Tribute Technology; Kingston; On-site; CAD 85,000 - 120,000; Full time

Job summary

Tribute Technology, through its AdPerfect offering, seeks a Senior Customer Success Manager / Senior Implementation Specialist to help clients maximize value from our products and services. You will leverage project management and technical problem-solving to ensure customers are onboarded, set up, and effectively using our solutions.

As a trusted advisor, you will guide implementation, optimization, and long-term success strategies to enhance satisfaction, retention, and growth.

Responsibilities

• Manage Customer Portfolio: Own the post-sale commercial relationships, ensuring clients receive maximum value from our solutions through data-driven optimization and world-class support.
• Lead New Customer Onboarding: Oversee the full onboarding process, from kickoff to launch, ensuring a smooth and seamless experience.
• Advocate for Customers: Act as the voice of the customer internally, influencing product and service improvements based on client needs.
• Monitor Customer Health: Conduct regular health checks, track key success metrics, and proactively address any risks to engagement or retention.
• Problem-Solve & Troubleshoot: Identify challenges, recommend solutions, and quickly resolve customer issues to ensure optimal platform usage.
• Product Expertise & Training: Develop a deep understanding of AdPerfect's offerings and provide tailored training to help customers leverage our products effectively.
• Drive Growth Opportunities: Identify and nurture opportunities for account expansion by recognizing additional use cases and value-driven solutions.
• Collaborate Cross-Functionally: Work closely with internal teams to align on customer needs, optimize processes, and improve the overall client experience.
• Project & Relationship Management: Oversee key customer projects, ensure timely deliverables, and maintain strong relationships at all levels of the organization.
• Prepare Insights & Reporting: Create documentation and visuals to illustrate customer performance, helping clients understand the impact of our solutions.
• Proactively Anticipate Needs: Stay ahead of potential challenges, aligning priorities with both customers and internal stakeholders to drive success.
• Continuously Learn & Improve: Stay up to date on industry trends, product updates, and best practices to enhance customer engagement.

Job description

Tribute Technology, through its AdPerfect offering, seeks a Senior Customer Success Manager / Senior Implementation Specialist to help clients maximize value from our products and services. You will leverage project management and technical problem-solving to ensure customers are onboarded, set up, and effectively using our solutions.

As a trusted advisor, you will guide implementation, optimization, and long-term success strategies to enhance satisfaction, retention, and growth.