Customer Success Associate, Optix

• 2-3 years of experience in a customer support, success or sales role with a technology company
• Your writing is clear, concise, empathetic and typo-free
• You have exceptional verbal communication skills over phone and video calls – speaking to new people every day and building relationships excites you!
• You have experience with helping people or businesses use and get the most out of software and managing multiple relationships at once
• You have experience with product education and training in both 1:1 settings and virtual group settings
• You obsess about the details and getting them right
• You're passionate about offering positive, interactive, and delightful customer experiences
• You have strong time management skills and are able to work independently
• You question the status quo, take ownership of your work, and proactively identify and address issues and opportunities
• You are excited about the world of customer success in SaaS, and the emerging best practices in this field
• You like to move quickly and have a great sense of humour
• You are ambitious, yet humble and quick to support your fellow teammates

Desirable

• As a Customer Success Associate, you will become a product expert and educate clients on the benefits and functionality of the Optix platform
• In joining our team at this stage, you will play a critical role in developing and managing client relationships on the front line and contributing to our customer engagement, onboarding, and success efforts
• This is a great opportunity for a customer support or success specialist who’s had a few years of experience in a SaaS and/or tech product support environment
• Be a primary point of contact for our clients serving as a product expert and answering product-related questions via Intercom chat, email and live calls
• Foster relationships with clients to establish yourself as their partner and build advocacy for Optix within our clients’ organizations
• Schedule, manage and facilitate onboarding sessions to introduce new clients to the Optix platform
• Support with client adoption of new features and functionality, helping them to reach critical milestones and helping us to expand revenue
• Ensure clients gain the full value of the Optix platform throughout their entire lifecycle by supporting with resource development, ongoing education tools, and account management support
• Keep track of clients' engagement with the platform to highlight key accounts and potential growth areas
• Support the product's development by capturing ongoing client feedback
• Troubleshoot and investigate client questions while working with our team to ensure client issues and feedback are addressed
• Execute on strategic customer success initiatives to support the growth of the company