Customer Success Specialist
Alianza / CounterPath Corporation, Canada

Alianza/CounterPath is more than softphones. We’re more than a growing tech company. We pride ourselves in being world-class engineers, marketers, designers, builders, mentors and industry disruptors.

We believe that technology will truly revolutionize how we communicate and we’re driven by our mission to empower organizations with powerful communication tools that are secure, yet flexible for elastic business needs and a growing mobile workforce. We believe our people are key to success.

Who You Are

At CounterPath, our focus is on understanding our customers’ challenges and providing innovative solutions to solve them. In your role as a Customer Success Specialist (CSS) you will provide basic technical education to customers about what the company does, what the products can do, and how to make best use of the Company’s services. Your focus is coaching our customers to successfully using Bria to its maximum potential. You will be responsible for fostering customer relationships while promoting retention and interaction with our products, and providing vital insights of the needs of the customer back to the company. In this fast-paced environment, you will assist customers via email, voice, video, and live chat, from first contact through to end of the Customer Life Cycle.

Although this is not a Technical Support role, your proven ability to understand and explain technical solutions to a variety of audiences in both written and verbal communication will be one of the keys to your success in this role. The Customer Success team is backed up by our amazing world-wide team of Technical Support, Operations, and Development. CSS’ escalate any Technical Support issues to the Support team, while remaining as a key contact for the customer.

To be successful in this role you’ll need to be a self-documenting, fast-moving team member who’s articulate, outgoing, and obsessed with delivering customer value. You will be measured on our customer’s success and your timeliness of resolving issues, customer satisfaction, and your ability to meet other company goals

Requirements

• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention
• Ability to develop, prepare and nurture customers:
• You believe that you own the overall relationship with assigned clients, including increasing adoption, ensuring retention, and satisfaction.
• You are able to establish a trusted/strategic advisor relationship with each assigned client and are able to assist our customers to extract the maximum value of our products and services in their businesses
• You are able to work with clients to establish their critical goals and aid the customer in achieving their goals.
• Through internal reviews, you are able to advocate customer needs/issues cross-departmentally.
• Prior experience in assisting customers remotely, and familiarity working with clients of all sizes
• Impeccable written and verbal communication skills
• You recognize the value of documenting your work in a clear and concise manner
• You need to be detail oriented and analytical
• You are a strong team player but still a self-starter
• You thrive in a multi-tasking environment and can adjust priorities on-the-fly
• You have some technical aptitude and but more importantly you have the ability to learn new software programs and new technologies
• You have experience with efficiently using Customer Relationship Management (CRM) software such as Salesforce
• As our Customers are worldwide and communicate 24x7, you may be assigned to afternoon or evening shifts in the future
• Proven ability to drive continuous value of product(s)
• Typing at least 40 words per minute

Skills amp; Experience that will be useful in this role:

• As you will be supporting users on all manner of devices, including Macs, Windows, iPhone, iPad, and Android devices, experience with those platforms will be useful.
• Ability to identify and/or develop upsell opportunities.
• Experience with any SoftPhone and/or Unified Communications software. Regardless of the name of the client, we probably made or powered it so if you used one you have some experience with our products.

Job Rewards and Benefits