Client Success Specialist; Bilingual

Reporting to the Manager, Client Success, the CSS is the main point of contact for after‑sale support for a group of assigned clients. The successful candidate must be a strategic thinker and self‑starter with high initiative and drive. A demonstrated ability to multi‑task and prioritize workloads from multiple, and sometimes competing demands, is a must‑have.

• Act as the main point‑of‑contact for after‑sale support of assigned clients, with responsibility for pro‑actively providing guidance to clients and training them on new products, enhancements, and changes
• Troubleshoot and resolve routine technology or program issues; collaborate with internal teams to resolve more complex issues
• Constructively question programs and processes, looking for avenues to continuously improve our performance
• Monitor and analyze client usage of our product
• Improve system usage with existing clients and/or identify areas of improvement
• Prepare reports on program usage and analysis, typically quarterly or annually, depending on client size
• Share opportunities of client program growth or expansion with Sales team (as clients suggest needs)
• Share best practices and client program successes with peer group through team feedback channels
• Build and maintain strong, long‑lasting client relationships
• Manage customer activity with CRM tools for maximum efficiency and visibility with carefully executed follow‑up to close open issues
• Assist Accounting with client invoicing, including troubleshooting issues, understanding client nuances, and submitting credit and rebill requests
• Manage various projects, timelines, and issues at one time
• Attend and participate in internal trainings
• Other duties and responsibilities, as assigned

• Strong client service skills with the ability to develop trust and genuine relationships with clients
• Ability to multitask, prioritize, and process work quickly, efficiently, and accurately while under pressure
• Strong analytical, critical thinking and problem‑solving skills, with a proven ability to research complex issues and identify and implement effective and creative solutions
• Ability to analyze data to compile a story
• Ability to work well in both a team atmosphere and independently
• Ability to question current processes and identify new, more efficient solutions
• Above‑average computer skills, including proficiency in the Microsoft Office suite and web‑based applications. Demonstrated ability to learn various computer systems quickly
• Self‑starter with a strong sense of personal accountability and ownership of work
• Professional demeanour and good business acumen
• Excellent oral and written communication skills in both French and English
• Strong presentation skills, including presentation composition and delivery to both internal and client audiences
• Self‑motivated and able to thrive
• Post‑Secondary education (diploma/degree) and two years of relevant work experience

The base salary range for this position is $65,000 - $78,000. Our salary ranges are determined by job and level. Within the range, individual compensation is determined by job‑related skills and knowledge, relevant experience and/or work location.

At O.C. Tanner, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported. O.C. Tanner is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). If you require accommodation for disability during any stage of the recruitment process, please notify Human Resources at 289‑293‑1222.