Position:  Customer Success Specialist
Location:  Toronto, Canada
Job Id:  T399
# of Openings:   1

Position Overview

As a Customer Success Specialist, you will be responsible for ensuring that Replicon’s customers achieve success with their chosen solution, which is defined by effective implementation, high user adoption, and high return on investment. Leveraging your technical and consultative skills, you will achieve these goals by understanding the customer’s overall business objectives and provide recommendations on how to get the most out of Replicon’s solutions within their business environment. Successful candidates thrive on creating value for clients, have exceptional client servicing skills, and are comfortable working in a fast-paced environment with multiple/competing priorities.

Responsibilities:
  • Work closely with stakeholders within each customer account to identify their work flow processes and business challenges to create a Business Requirements document and Project Plan in regards to the successful implementation of their chosen Replicon solution
  • Oversee the successful implementation/configuration of Replicon’s product suite for each customer account by working with an Implementation Specialist
  • Identify and prioritize accounts based on outstanding issues, growth opportunity, strategic value and renewal timeframe
  • Develop a strategy for each account that identifies their critical success factors, measurable milestones, potential obstacles and recommended plan of action
  • Engage and individually manage a large volume portfolio of key customer accounts
  • Work collaboratively with various internal team/individuals for the best interest of the customer (technical support, engineering, sales, etc.)

Qualifications:

  • Bachelor Degree or equivalent work experience in the software industry
  • 5-7 years of relevant work experience 
  • Strong customer delivery experience
  • Strong experience managing projects related to business software (i.e. ERP, CRM and SAAS applications)
  • Technical Account Management & Customer Engagement experience
  • Must have hands on experience implementing business applications (i.e. SAP, Oracle, PeopleSoft)
  • Excellent written & verbal communication skills
  • Experience working with senior executive level personnel at customer accounts



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