Client Success Associate

Team: Client Sucess
Location: Barrie or Waterloo, Ontario
Employment Type: Full-Time (Monday – Friday)
Hours: Typically 8:00 – 4:30, varied 8-hour workday

The Client Success Associate ensures every client receives a high-quality, seamless experience with Safety Co. This role is essential to achieving strong customer satisfaction, fostering client trust, and supporting business growth. As an individual contributor, you will manage client relationships, facilitate communication about training opportunities, and help clients succeed across the Total Safety Spectrum.

You will know you are successful when you consistently achieve:

• Customer Satisfaction:
  Maintain a 90% satisfaction rate.
• Lead Conversion:
  Achieve a 20% conversion rate of leads to clients.
• Response Time:
  Respond to all client inquiries within 24 hours.
• Recertification Compliance:
  Ensure 95% of clients complete required recertifications on time.
• Customer Retention:
  Maintain an 85% client retention rate.

Customer Care & Satisfaction

• Deliver a client-focused experience that reflects Safety Co’s values and the “Power of One” service standard.
• Build trusting relationships with clients, providing clear communication and support for all training programs, recertifications, and events.
• Proactively follow up with clients to ensure satisfaction and identify opportunities for additional services.
• Collect and act on client feedback to continuously improve the customer experience.
• Maintain a welcoming and professional environment that prioritizes client safety and well-being.

Sales & Business Development Support

• Support sales initiatives by following up on leads, preparing quotes, and identifying opportunities for client growth.
• Maintain accurate records of leads, prospects, and client communications in CRM systems.
• Assist with promotional campaigns and marketing initiatives targeted at clients.
• Represent Safety Co professionally in all client interactions, including events, trainings, and trade shows as required.

Reporting & Compliance

• Prepare reports on client interactions, inquiries, and training participation as needed.
• Ensure compliance with Safety Co policies, procedures, and ethical standards.
• Track client metrics (satisfaction, retention, recertifications) and elevate any issues to the Manager, Sales & Growth.
• Client Focus:
  Demonstrates care, responsiveness, and attention to client needs.
• Communication:
  Strong verbal and written skills, able to convey information clearly.
• Organization:
  Effectively manages multiple tasks, deadlines, and client priorities.
• Problem Solving:
  Identifies issues and provides proactive solutions.
• Collaboration:
  
  Works well with colleagues across departments to ensure seamless client experiences.
• Adaptability:
  Able to thrive in a fast-paced, dynamic environment.

Required:

• 2+ years in client success, account management, customer service, or a similar role.
• Strong interpersonal skills with the ability to build trust and rapport with clients.
• Customer-oriented mindset and adaptability to different personalities.
• Self-motivated, proactive, and able to work independently.
• Intermediate proficiency in Microsoft Office and CRM tools.
• Strong organizational, analytical, and critical thinking skills.

Preferred:

• Experience in the health and safety or training industry.
• Customer Service experience, minimum 3 years.
• Knowledge of CRM software (Zoho, Salesforce, Hub Spot, or similar).

Occasional travel may be required for industry events, training, or trade shows.

Salary: $45,000 – $55,000 annually

• Comprehensive medical, dental, and vision coverage.
• Mental health support and access to wellness programs.

Work-Life Balance:

• Two weeks of vacation starting, increasing with tenure.
• Paid sick leave and personal days.
• Maternity and paternity leave benefits.
• No overtime required.

Professional Development:

• Access to training and development programs.
• Tuition reimbursement for further education.
• Professional membership fees covered.
• Opportunities for career advancement within the company.
• Employee Assistance Program (EAP) for personal and work-related support.
• Discounts on company products or services.
• Social events and team-building activities.
• Company shutdown between Christmas and New Year’s Day.

• Inclusive, supportive, and professional environment.
• Business casual dress code.
• Commitment to continuous education and development.
• Dynamic workplace where every voice is heard and valued.