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SalaryCustomer Success Coordinator
Enrollment Resources Inc.
We are a marketing company based in Victoria, BC, but with staff working remotely. Our purpose is to help our schools increase student enrollments with powerful lead generation tools and a dedicated team of experienced conversion experts.
Reporting to our Director of Customer Success, the Customer Success Specialist works directly with our Customer Success team to meet customers’ specific challenges, optimizing business value and increasing product adoption. You will work closely with other departments to resolve customer issues. The Customer Success Specialist is dedicated to helping our clients succeed in adopting our product and seeing tangible results. This client-facing role is responsible for both new and existing clients. You will be taking new clients through an onboarding process, manage projects with our support engineers, and meet regularly with the client and their team to ensure they see positive results. For existing clients, the Customer Success Specialist manages the client portfolio, following up on any improvements or upsells that can give the client the best of all Enrollment Resources offers. You will keep in regular contact with the clients through meetings, emails and phone calls, ensuring they are kept informed of new ways to improve performance, and proactively work to mitigate poor results.
What skills do you need?
● Ability to grasp the technical aspects of web functionality and analytics tools is essential, enabling effective communication with both our technical team and clients to optimize their web presence
● Knowledge of Google Calendar, Zoom, Google Meets, Microsoft Teams, and CRM software
● Demonstrated experience in working in roles requiring some form of customer service
● Detail oriented
● Good English communication skills
● Familiarity with web analytics, conversion rate optimization, A/B testing, and user experience best practices is highly desirable
Qualities we are looking forward in our new team member:
● Attention to detail
● Multitask well, work with tight deadlines and clarify priorities as things will overlap
● Strong communication skills, written and oral (communicating with clients in a professional way)
● Organized and analytical
● Works well with others and is respectful, easy to get along with, and has a strong work ethic
● Passion for customer service and success
What will you be doing?
● Regular communication with the client list you are assigned, monitoring the results they get from our products, suggesting new products to implement to better their success, recommending upgrades and seeking out opportunities for upsells
● Regular reporting on client performances and ROI to the CSS team
● You will work directly with our Customer Success team to meet our client’s needs and align solutions to address customers' results
● Optimize business value and increase product adoption for our clients
● You will work closely with the Customer Support team to facilitate projects, provide solutions and stay on top of customer updates
● Train and equip clients on product usage, and work alongside individuals or teams
Values we expect from staff:
● Driven to innovate
● Intellectually curious
● Responsible, takes initiative and can work autonomously
● Honest and transparent
● High standards, committed to doing really good work
● Humble, low ego
● Supportive of teammates
If interested, please forward your resume and cover letter to hr@enrollmentresources.com
Job Type: Full-time
Salary: $55,000.00-$70,000.00 per year
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Profit sharing
- Vision care
- Work from home
Flexible Language Requirement:
- French not required
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
- Bonus pay
Education:
- Secondary School (preferred)
Experience:
- Customer service: 2 years (preferred)
Work Location: Hybrid remote in Victoria, BC
