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French and English speaking Customer Success Agent (Canadian Market)

French and English speaking Customer Success Agent (Canadian Market)

Posted 18 June by SiTEL Easy Apply Featured Ended

Permanent Contract

Hours: 14:00pm - 22:00pm GMT (9:00 AM-17:00 PM EST) with extra hours for training or other work when required.

4 Paid training: 2 weeks of product training and 2 weeks of App academy training.

The Role

Our client genuinely cares about their customers’ success with their products. Customer success is our success. We are looking for individuals with a customer-centric attitude who can help deliver that success.

Role Objectives

You will be responsible for building and maintaining post-sales relationships with our clients wide range of customers. You will serve as a trusted advisor ensuring the success of our custom Database-app deployment and adoption of our clients Platform.

Role Tasks

• Become the subject matter expert to ensure successful customer onboarding after completing the 4 weeks training - 2 weeks of product training and 2 weeks of App academy training.

• Identify customer needs and guide their journey by connecting them to their online Database.

• Community, User Groups and external Professional Services companies.

• Direct customers to the right platform to solve their problems.

• End-to-end account ownership including escalation and resolution of customer needs.

• Develop long-lasting business relationships with new customers.

• Be part of an effective feedback loop to the company on customer concerns.

• Ability to quickly create written summaries of customer interactions.

• Undertake discovery and education activities to identify expansion.

• Identify process and product improvements.

• Deliver and exceed on all performance targets.

• Liaising with end users in languages specified (written and spoken).

Attributes Needed

• You are genuinely enthusiastic about helping people solve their problems.

• You really listen, and can work collaboratively with our customers and internal teams.

• You have excellent communications skills: you understand people and people understand

• You have outstanding spoken and written skills in the languages specified.

• You can translate "techno-speak" into layman’s terms.

• You like finding long-term solutions, not just a quick-fix.

• You don’t hesitate to jump in when your co-workers need a helping hand.

• Show initiative to learn new technologies and method.

Qualifications

• HNC/HND/Degree or equivalent in an IT or IT related technical subject.

• Technical certifications/accreditations and/or proof of previous training are a plus.

• Fluency in spoken and written English.

• Experience in account management.

• Working knowledge of Windows, Mac, networking and web technologies.

• Good case management and administrative skills.

• Experience with Database software, SalesForce and Microsoft Office would be advantageous.

Reference: 34475263

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