Customer Success Specialist

At March Networks, our goal is to create a positive working environment where all of our employees can thrive. When you join our team, you’ll enjoy flexibility and support for a healthy work-life balance, as well as the professional development opportunities needed to advance your career. You’ll be part of a growing global technology company that encourages teamwork and innovation, and where friendships are forged with colleagues all over the world. At March Networks, we value your hard work, creativity and your passionate desire to deliver only the best to our customers, partners and each other.

Description:

Reporting to the Customer Success Manager, the Customer Success Specialist will join our Ottawa based Professional Services team to onboard our Managed Services customers on a range of software products and services.

This position will be instrumental in allowing our customers to take full advantage of our Managed services offering by establishing a strong relationship with each customer, continually driving the value of our solutions, maintaining customer retention, and ensuring their overall success.

Your exemplary customer communication skills, ability to resolve technical challenges, and enthusiasm to demonstrate our market leading products, will make you the ideal candidate.

Duties and Responsibilities:

Customer Onboarding

• Onboarding new customers through post-installation checklist, user account creation, software training and periodic call-ins
• Become a trusted advisor to multiple people within each account and become their advocate within March Networks
• Provide best practices and deliver clear value on the service’s features, for each customer, based on their needs
• Introduce the customers to our self-help portal and continuously monitor their success
• Manage escalations from customers quickly and efficiently within March Networks

Education/Skills:

· University Degree, College Diploma, and/or Post Graduate Certificate

· Ability to understand an issue and propose solutions;

· trouble-shoot issues quickly under time pressure;

· learn and understand networking equipment as well as Cloud infrastructure;

· monitor (at high level) distributed systems on an IP infrastructure;

· work independently with the support of corporate teams;

· speak to small groups of people and hold interactive conversations through webinars.

· Motivated and driven to share knowledge and learn from others

• Excellent verbal and written communication skills
• Excellent time management and organizational skills

Experience

· 2 years of experience in a customer-facing role in technology with experience across a global enterprise customer base

· 2-5 years of experience providing exceptional customer service and support to customers

· Experience with Microsoft office (Word, PowerPoint, Excel)

· Proficiency in Salesforce software and other relevant tools.

· Experience providing webinars with applications like Teams, GoToMeeting, Join.me, Adobe Connect or others

Other Assets:

• Fluency in other languages such as Spanish, French, or Italian
• Experience coordinating and managing multiple projects simultaneously

Special Requirements:

This position will require you to support customers and March Networks employees in international time zones. Occasional flexibility outside of regular 9-5 hours is required.

March Networks is an equal opportunity employer and supports a diverse workforce.

Please note: Accommodation will be provided in all parts of the hiring process. Applicants can make their accommodation needs known to us in their cover letter.

To Apply:

Please click on the link [https://apply.workable.com/march-networks/j/F195A578C7/apply>/ to submit your application.