Customer Success Specialist

At Common Wealth, we are driven by our mission to help all Canadians achieve financial security in retirement. Through our award-winning digital retirement platform, Common Wealth makes it easy to plan, save, and build a reliable retirement income - so our members can feel confident about their financial future. As Canada’s only retirement fintech, Common Wealth is the trusted group retirement plan provider to a rapidly growing number of businesses, non-profits, and other groups across the country, and works in collaboration with benefits advisors, HR platforms, and other valued partners. Our team is growing to continue to improve the financial security of more and more Canadians. We are looking for a Customer Success Specialist to join our team and make significant contributions to ensure our members and employers are getting the most out of their workplace retirement plan, receive expert administration support and are provided with an exceptional experience. If you are curious, feel free to read more about us at Common Wealth: https://www.commonwealthretirement.com/about

What you will do:

• Promote and support the client’s goals and needs. You will act as a liaison, provide product and service information, answer questions and resolve problems from our members and employers. You will put yourself in the client’s shoes to better understand their needs, so you have enough information to answer questions or resolve issues. Providing exceptional client service over multiple communication channels such as phone, chat and email while updating the case tracking system are tasks you can expect to execute on an everyday basis.
• Deep understanding of our operations to influence positive client experiences. You are comfortable with feedback from both internal teams and members. You are a master at ensuring the feedback is used to create a positive employer/member experience. You will help roll out new features to our current clients and work to expand those using the platform when this adds value to the organization. We have a robust administration dashboard that you are comfortable navigating and proactively triaging any issues that come up. Reporting is something that comes very naturally to you, as you will be required to utilize the dashboards and other information to report metrics, including compliance issues to key members of the team.
• Improve the Customer Success department and drive innovation. As a fast-growing organization, there are continuous opportunities to add value internally to our department. For example, you will be asked to aid in building out the tools to support our clients by creating client support collateral such as FAQs and training videos. You will own and enhance the client experience through innovation. With your regular engagement with clients, you will understand their issues and the department’s ability to support them. This experience will help you discover, implement and drive innovative business processes to improve client engagement, service delivery and operational efficiency. You will work cross-functionally with various teams within the organization to ensure alignment of member/employer support. Internal features are being rolled out constantly, and you will need to make sure you have everything documented and appropriate operational procedures set up. You will be the first to identify opportunities and/or risks that may prevent clients from getting the most out of the product.

Who you are:

• Attention to detail. Your attention to detail is often what sets you apart from others. You’re meticulous in how you plan, organize, track and monitor projects and data. You will be using your attention to detail skills regularly in your everyday work.
• Problem solver. You enjoy solving problems in order to help the user better leverage the product and manage their administrative duties. You thrive when looking through dashboards and analyzing feedback to understand user activities and devise a plan to improve the client experience. You consistently demonstrate ownership over your role - this can mean triaging the problem to the proper people in order to help you solve the issue.
• Technologically inclined. You are able to adapt to various technologies and have often been referred to as someone who can learn new systems quickly. We work with Microsoft, ZenDesk, HubSpot and a variety of other systems.
• Customer-driven. Your work will be very closely tied to our customers to inform decision-making for Common Wealth and the product. You are great at balancing the current and future needs of the business while producing results for our customers. You listen well and know how to put yourself in someone else’s shoes.
• Effective communicator. You can easily impact and engage with a range of people both internal and external, while masterfully personalizing your approach in order to reach your goal. You are able to summarize and communicate your thoughts very clearly with a broad range of stakeholders. You are professional and courteous in your communication style with a diverse group of people, including both employers and plan members and other external and internal stakeholders. You always use your best judgment of what you can and cannot advise on when creating solutions for clients.
• You are comfortable with the unknown. We are a fast-growing company and often have a variety of priorities at one time which change frequently. You need to be comfortable working in an environment that will continue to evolve. You thrive in uncertainty and are able to help bring organization to the Customer Success department. You are continually honing your craft and keeping up with the best tools for the job.

Why work with us:

Common Wealth is a fast-growing company with a mission to change the lives of Canadians. Joining our team will allow you the opportunity to have first-hand experience shaping and influencing key decisions about the organization. You will have a great amount of autonomy in your job and how you organize your day-to-day. You will be joining a team of like-minded mission-driven innovators who want to improve the Canadian retirement landscape. In addition to a competitive salary of $60-70K, you will receive health and dental benefits, life insurance, an additional Health Spending Account, a 5% employer match into one of our award-winning group retirement plans, and four weeks of vacation. You will work in a hybrid workplace that is flexible, combining working in an office environment and working from home. Our growing team combines deep expertise in the key disciplines necessary to help our customers achieve retirement success. We have also formed partnerships with world-class investment and annuities providers, including BlackRock, the world’s largest asset manager, and Brookfield Annuity, a leading provider of group annuities.

To apply:

We are a respectful workplace committed to building a skilled and diverse workforce. We believe in fostering an inclusive work environment where all individuals have an opportunity to succeed. We welcome and encourage applications from everyone. We look forward to hearing from you!

Job Type: Full-time

Salary: $60,000.00-$70,000.00 per year

Benefits:

• Casual dress
• Commuter benefits
• Company events
• Company pension
• Dental care
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• Paid time off
• RRSP match
• Stock options
• Vision care
• Work from home

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Toronto, ON M5K 1E7

Application deadline: 2024-04-01