Customer Success Specialist
Book4Time
Markham, Ontario, Canada
11d ago

Book4Time is a cloud-based wellness and activity booking software for Spas, Hotels & Resorts, and the Beauty industry.

We are looking for a Customer Success Specialist (Intermediate-level) who can build, manage and nurture strategic long-term relationships with our valued clients

  • Reporting to the Director, Client Success, the Client Success Specialist will be accountable for assigned client accounts;
  • you’ll manage relationships with key contacts at both Spa and corporate levels. You will achieve long-term client success by proactively helping your clients succeed and achieve their business goals.

    As the ambassador for the client, you’ll play a key role in helping drive their success through product adoption and also identify new opportunities for collaboration and success

    Responsibilities :

  • Develop and maintain strong relationships with assigned accounts, business users and key influencers to ensure the highest level of client satisfaction and account reference-ability
  • Provide proactive account management to ensure clients are successful with product and feature adoption of our solutions and services
  • Maintain a client revenue retention rate of 97% by proactively monitoring client satisfaction, and value proposition achieved.
  • Identify client churn risk throughout the year and in advance of contract renewal though continual monitoring of risk indicators and interactions with clients
  • Meet regularly with accounts at the buyer and handler levels to conduct account reviews and provide updates on roadmap, feature requests and other topics relevant to the account;
  • articulate value in terms of business outcomes

  • Manage professional services engagement projects, installations, and related custom delivery projects; to effectively organize, maintain timelines and communicate project updates to clients and internal stakeholders
  • Support internal stakeholders with client communication, product updates, scheduling meetings, documenting business requirements, feature requests and satisfaction surveys
  • Update and keep current all relevant client and partner contact information, communications and new up-sell opportunities in Salesforce
  • Assist in any other tasks and projects as assigned by the Director, Client Success
  • Expertise you’ll bring :

  • 3-5+ years experience with managing client relationships and delivery of B2B software / SaaS environments
  • High degree of empathy and ability to match desired client business outcomes with Book4Time product and services; communicate the value proposition in a meaningful way as each stakeholder would expect
  • Excellent verbal and written communication skills ability to articulate complex topics, issues and resolutions both orally and in writing
  • Proven ability to meet self-imposed deadlines, proactive account management skills and a track record of balancing the demands of multiple client accounts and projects
  • Strong business acumen, problem solving and analytical skills
  • Excellent presentation skills, both online and in person
  • A University Degree / Diploma in a relevant field
  • Experience working in a spa at a manager / director level would be an asset
  • The Perks :

  • Opportunity to learn and grow with an amazing team
  • 100% employer-paid benefit premiums
  • Health & Wellness Program and gym membership
  • RRSP match plan
  • 18 days of Paid time off
  • Free underground parking
  • Monthly catered lunches & daily snacks
  • Team building and social events
  • Casual work environment
  • Apply
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