Client Success Representative

Are you passionate about customer service? Do you love making a difference by helping clients save time and money? Do you love finding solutions for your clients by partnering with them to determine their needs? Are you tired of working for a company that doesn’t value its people?

If this is you, we have the CAREER you have been searching for!

Who We Are

We engage employees and empower leaders to love what they do by being the most complete and connected HR solution in Canada, and we want you to love what you do!

Our passion for all things people applies to everything we do! Citation Canada has been recognized TEN TIMES as one of Canada’s Best Workplaces, most recently in 2023 with further recognition in Best Workplaces for Professional Services!

What You’ll Do

Our client success representatives are committed to providing professional and responsive support to our clients regarding our platform and other available services.

As a client success representative, you will:

• Provide world-class support to new and established clients throughout their membership lifecycle.
• Provide phone-based instruction and technical support to our clients on issues related to our platform or their use of available products or services.
• Provide well-informed and insightful solutions that address barriers to usage and engagement to ensure maximum account utility.
• Act as a brand ambassador, striving to delight our clients in each interaction.
• Identify opportunities for account upgrades, usage of services, and consulting services, scheduling calls with the appropriate departments to support improved usage and service.
• Handle a high volume of contact daily while adhering to established processes.

Requirements

About You

You are a customer service professional who:

• Is technologically savvy.
• Thrives in a fast-paced and dynamic environment.
• Is driven by exceeding goals, including phone-based metrics.
• Can build immediate rapport and provide an engaging client experience.
• Emphasizes relationship maintenance and client retention.
• Is passionate about delivering high-quality service.
• Is energized by solving problems and overcoming barriers to usage.
• Possesses persuasive and professional communication skills.
• Has previous business-to-business customer service or sales experience, preferably in a contact-centre environment.
• Has post-secondary education or equivalent work experience.

It’s a bonus if you:

• Have experience in a software as a service environment.
• Know your way around Salesforce.
• Are fluent in French!

What You’ll Love About What You Do

In client success, you’ll find fulfilment in knowing that you are helping clients save time and money. By supporting a suite of products made in Canada for Canadian businesses and trusted by thousands across the country, you play a key role in their satisfaction and success. You’ll be part of a team that values collaboration and a positive work environment with opportunities to surpass personal goals and achieve new milestones.

Benefits

More Perks

• The rewards are plentiful! We offer a competitive compensation structure for all of your hard work.
• We want you to have a life outside of work. That’s why we are committed to providing a stable schedule that will allow you to balance your professional life with your personal life.
• We care about you. Paid wellness days, paid sick time, time off for birthdays, paid time to volunteer, health and dental benefits, and an EAP are just some of the ways we demonstrate our commitment to employee health and wellbeing!
• We care about giving back. We believe that a team builds a company and a company builds a community, and that's why we take pride in giving back to our London community!
• Flexible work model. We provide hybrid work options!
• Thrive in our culture. We’ve been recognized TEN TIMES as one of Canada’s Best Workplaces and are rated 4.2 out of 5 stars on Glassdoor.
• Be proud of what you sell. Our exceptional reputation means you can contribute to promoting products and services that you will be proud of and be excited about.
• We take our work seriously, but not ourselves. Joining the Citation Canada team means you will have a lot of fun, from exciting company incentives to virtual team builders. We make certain to take time to celebrate our successes!
• Grow your career with us. When you join our team, you are signing up for more than just a job; you are signing up for a career! You won't be just another human to fill a role, we see you as YOU; who you are today and who you aspire to be. That's why we invest in our employees through regular coaching, training, and professional development.

So, what do you say? Do you have what it takes to be a member of our award-winning team? If so, send us your résumé!

Citation Canada is an equal opportunity employer and will make accommodations available to applicants with disabilities upon request and throughout the entire recruitment process.

Thank you for considering a career with Citation Canada.