Job Description

Veuillez postuler sur Isarta.com

The Canadian Press is looking for a bilingual Client Success Specialist to join our team in a full-time permanent role located in Toronto or Montreal. The successful candidate will make a major impact as part of the Sales & Marketing team at a reputable and evolving company that offers a competitive salary, paid vacation, pension, health and dental benefits, and flexible hours in a hybrid/remote working environment.

OUR MISSION

The Canadian Press is Canada\'s bilingual national news agency, trusted by leading media brands to deliver fast, accurate and impartial reporting for more than 100 years. Our CP Images team is responsible for promoting, selling and providing customer service for a growing suite of solutions used by:

• Media clients such as The Globe and Mail, Toronto Star, La Presse, CTV, CBC, Yahoo, MSN and many more; and,
• Public relations and communications professionals at government, corporate and other organizations looking to earn media coverage and anticipate potential crises. We provide Canada\xe2\x80\x99s only media forecasting platform, alerting them in real time to CP wire stories that will be published imminently by countless websites, or that are likely to appear in tonight\xe2\x80\x99s radio/TV newscasts and/or tomorrow\xe2\x80\x99s newspapers.

We\xe2\x80\x99re revolutionizing the client-facing platforms used to access our content and services and seeking a bilingual Client Success Specialist with experience supporting SaaS solutions that serve editorial, PR, marketing and communications users.

OVERVIEW OF THE ROLE

Are you an excellent communicator with very strong relationship-building skills, eager to join a dynamic team that\xe2\x80\x99s at the heart of CP\xe2\x80\x99s revenue generation, customer service and product development initiatives? Are you known for providing first class customer service that leads to loyal and highly satisfied clients?

As the bilingual Client Success Specialist, you will be instrumental in providing excellent onboarding, training and customer service for all our products, especially for the new platforms being rolled out this year as we embark on an exciting journey to migrate clients to the next generation of our products.

RESPONSIBILITIES

• Onboard and train prospects and subscribers to maximize the value they get from using our platforms by being a subject-matter expert in current products and new products as they are launched.
• Set up and manage trial and client accounts, including building and updating search queries to surface relevant news content in our platforms and recommend search keywords/criteria suited to each user\xe2\x80\x99s objectives.
• Assist users via video conference, phone, online chat and/or email by accurately assessing and understanding their needs and resolving their issues in a timely and professional manner.
• Perform regular client outreach to proactively offer one-on-one and group training sessions and to assess satisfaction and adoption/use of our services.
• Capture customer interactions and feedback in our CRM system, ensuring to alert the client\xe2\x80\x99s account manager of potential issues and/or upsell opportunities ahead of client renewals.
• Provide support to and collaborate with Sales, Marketing, Product Development, IT and Editorial teams as needed, including preparing for product demonstrations, conducting online research and sharing customer feedback.

SKILLS AND EXPERIENCE

• Minimum 3 years\xe2\x80\x99 experience in a client success or customer service role, preferably at B2B SaaS companies and/or media companies.
• Experience in industries that serve editorial, PR, marketing, communications and social media professionals is preferred, especially related to providing support for news and image archives and/or media monitoring tools.
• Excellent presentation, verbal and written communications skills in English and French are required.
• Fast learner who takes initiative and accountability and works well both independently and with cross-functional teams.
• Strong problem-solving, relationship-building and multi-tasking skills.
• University or college business commerce degree with a focus on communications.
• Proficient in MS Office applications (e.g. Word, Excel, PowerPoint). Experience using Salesforce is an asset.

PLEASE APPLY BY May 26, 2023

Committed to a maintaining a safe and healthy work environment

Offers of employment are conditional upon the candidate providing proof of full vaccination against COVID-19 by the time of start date. We have a process in place to provide suitable accommodation to employees who are unable to obtain vaccines against COVID-19 for qualifying medical or religious exemptions.

Committed to diversity, equity and inclusion

The Canadian Press is an equal opportunity employer. We are committed to fostering an inclusive, barrier-free and accessible environment and support the goals of employment equity. We respect all diverse groups, including but not limited to women, Indigenous Peoples, members of visible minorities and people with disabilities.

Isarta