Client Success Specialist

Onboarding & Client Success · Stoney Creek, Ontario
Department Onboarding & Client Success
Employment Type Full-Time
Minimum Experience Mid-level
Compensation Base $50,000 - $55,000. OTE $65,000 - $70,000

Ackroo is seeking a Client Success Specialist for a full time, permanent position at our Hamilton office. Building the next generation of gift card, loyalty rewards, marketing, and payment products, you will join a dynamic, fast-paced and highly skilled team that strives to deliver excellence in customer experience.

 

This is a multifaceted role, which requires abilities in sales and client retention, customer support, on-boarding and training, as a member of a cross-functional team. Reporting to the Director of Onboarding & Client Success, the CSS will support Ackroo’s small-to-medium accounts. You will join a dynamic, fast-paced and highly skilled team with lots of opportunity for growth. You should be self-motivated, energetic, and have a passion for Sales, Account Management and Customer Service.

 

Responsibilities:

 

  • Manage key existing accounts and act as lead point of contact for all customer communication and account management matters; build and maintain strong, long-lasting client relationships
  • Understand, onboard and train both new and existing merchants on Ackroo Gift & Rewards software tools for Point-of-Sale and Payment products within the Automotive, Retail, Hospitality and/or Petroleum industries; monitor support needs, post-launch  
  • Achieve sales targets based on pre-determined metrics established by the sales management team, through development of existing accounts (cross-sell/upsell) and customer retention; Report and present on current and forecasted sales targets
  • Coach existing merchants on leveraging the Ackroo suite of products and services to see positive ROI; leverage and understand merchant data to provide sales and marketing strategy and identify upsell opportunities  
  • Ensure successful and timely delivery of our products and solutions to our customers, by managing and prioritizing deployment tasks and projects; coordinate with technology vendors, merchants, and other parties to see the project to completion
  • Clearly communicate the progress of monthly/quarterly/yearly initiatives to internal and external stakeholders
  • Manage challenging client requests or issue escalations as needed; Maintain a high level of customer satisfaction and support for all products and services
  • Collaborate with internal teams to obtain in-depth understanding of our products and execute on various client projects and initiatives; Escalate product issues to Engineering team
  • Assist with 1st-line technical support overflow, as needed, by phone and email, based on product knowledge and provide refresher training on software utilization
  • Take ownership of customer issues and escalate cross-departmentally, as needed, to see problems through to resolution

Required Qualifications:

 

  • Minimum 2 years experience in B2B or B2C sales, account management and/or building customer relationships
  • Excellent communication skills, written and verbal, in English
  • Strong problem-solving and project management skills and attention to detail
  • Strong customer support skills
  • Ability to work in a cross-functional team and multi-task across multiple projects and support inquiries
  • Intermediate experience with Microsoft Office tools (Word, Excel, Powerpoint)

 

Experience in any of the following would be considered an asset:

 

  • Outbound sales experience
  • Experience in Marketing, Payment and/or Rewards
  • Experience in Automotive, Retail, Hospitality and/or Petroleum industries
  • Bilingual English-French, with excellent communication skills, both written and verbal
  • Familiarity with Zendesk, or equivalent customer service and support ticket system
  • Familiarity with Salesforce, or equivalent sales and business CRM tools
  • Familiarity with delivering webinar presentations for training purposes
  • Familiarity with Google Suite tools such as Email, Chat, Meeting, Drive, etc.


What We Offer:


Great work environment, competitive pay, full employee benefits, stock options, high career growth capability, and on-going training and development.

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  • Location
    Stoney Creek, Ontario
  • Department
    Onboarding & Client Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level
  • Compensation
    Base $50,000 - $55,000. OTE $65,000 - $70,000