Job Description

About Us: Tophat HR is a boutique consulting firm- We are an expert in tailored and comprehensive human resources consulting & management services. About our client and role: Our client is a SaaS/IT company whose mission is to create well designed APIs that enable businesses to automate and scale otherwise manual processes. Our client is looking for an incredible Customer Success Manager who is passionate about solving client problems. This person will be responsible for bridging the gap between sales/client support and engineering, and deliver solutions that meaningfully impact the clients. Role & Responsibilities:

• Providing feedback: provide feedback to management about customer concerns, product issues, and potential improvements to the company\'s customer service operations.
• Interacting with clients/customers: interact with customers and clients via phone, email, chat, or in person to answer their queries, provide information, and address their concerns.
• Collaborating with other departments: The team works closely with other departments within the company, such as sales, marketing, and technical support, to ensure that customer issues are addressed in a timely and efficient manner.
• Resolving issues: help clients and customers resolve their problems and concerns by providing them with suitable solutions and guidance.
• Retention - Maintain long-term clients who are engaged in the product. Help overcome obstacles that a client may position as reasons to leave/stop using the platform.
• Maintaining client records: maintain accurate and up-to-date records of clients and their interactions to ensure that customer service is consistent across all channels.
• Upselling: will also be responsible for upselling products and services to existing customers.

Skills and Qualifications:

• 2-3 years of relevant SAAS experience - Client Support, Client Success, Inside Sales Rep, or any other client-facing role.
• Strong problem-solving skills. You must be passionate about your ability to always find solutions to clients\' needs.
• Strong technical aptitude and ability to learn new software quickly.
• Prior experience with databases and database technology such as API built platforms, is preferred but not a requirement.
• Be a team player with a positive attitude and a willingness to contribute to the overall team\xe2\x80\x99s success in a fast-paced environment.

Why Apply:

• Great Culture (Small but dynamic team)
• Opportunity to learn and become a better leader Major career opportunities in the future.
• Good Pay and Perks.

We are an equal opportunity employer and we encourage applications from all people who believe they have the right blend of experience and character. Job Types: Full-time, Permanent Salary: $50,000.00-$55,000.00 per year Benefits:

• Company events
• Dental care
• Disability insurance
• Discounted or free food
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay
• Commission pay

Experience:

• Customer service: 2 years (preferred)

Work Location: Hybrid remote in Markham, ON Application deadline: 2023-04-18
Expected start date: 2023-04-18