Eastwood, QC

Your Day-to-Day

Customer Success Associate will manage a portfolio of new customers and proactively guide them through our defined onboarding stages (typically spanning the first 60-90 days). This includes:

o Initial Engagement & Data Integrity (Post-Sale)

· Delivering personalized welcome communications and setting expectations between Salesforce, Gainsight and Gmail.

· Guiding customers through their first-time platform access (Reveal) to verify their pre-filled account, user, and operational data.

· Providing valuable "Pre-Flight Check" resources during the pre-installation period.

o Installation & Activation Readiness

· Ensuring customers complete a digital pre-installation checklist to confirm their preparedness.

· Proactively monitor customer progress toward readiness milestones, providing targeted support and removing obstacles to maintain the implementation timeline.

o "Go Live" Orchestration & Verification

· Facilitate installation scheduling and provide customers with continuous, just-in-time status updates (e.g., shipping, scheduled dates), meticulously cataloging all touchpoints within the CRM tool.

· Acting as the primary liaison and support contact for 3rd party installers. Providing installers with verified installation job details and assisting with on-site issue resolution.

· Guiding customers to verify successful activation and see their fleet live in the Reveal platform, post-installation.

· Take ownership of any emerging concerns or confusion during the critical Go-Live period, coordinating all necessary internal resources for swift resolution.

o Driving First Value & Early Adoption

· Guiding customers through "Guided First Value Actions" within Reveal, tailored to their persona needs or business goals.

· Sharing "Early Win Spotlights" and sending targeted

· communications to encourage engagement and highlight relevant product benefits.

o Value Confirmation & Transition Preparation

· Proactively communicate realized value and impact achieved by the customer before their first billing cycle

· Providing a clear explanation of the initial invoice to prevent confusion and solidify the partnership.

· Preparing a comprehensive "Accomplishments Summary" for a smooth handoff to the customer's long-term Account Manager (SAM.)

What We're Looking For

· Experience: Minimum of 2 years International voice experience and 6 months in customer onboarding, implementation, customer success, or a similar client-facing account management role, ideally within a SaaS or technology environment are required.

· Exceptional Customer Communication: Proven ability to communicate clearly, empathetically, and persuasively. This includes mastering the skill of converting complex technical concepts into business value statements; connecting product features directly to how a feature will save the customer money, make them money, reduce their risk, or save them time.

· Strong Organizational & Account Management: Proven ability to build trusted partnerships and manage a portfolio of clients. Strong organizational skills to manage multiple client engagements simultaneously and drive structured implementation processes. Proven ability to manage multiple client engagements simultaneously with high attention to detail and adherence to structured processes.

· Conflict Resolution & De-escalation: Exceptional ability to proactively anticipate, troubleshoot, and resolve critical customer issues. Proven track record of leading difficult conversations and transforming dissatisfied customers into confident partners.

· Tech Savvy & Quick Learner: Comfortable and proficient with CRM software (Salesforce), customer success platforms (Gainsight), and web-based business applications; ability to quickly master new tools and product features.

· Collaborative & Team Oriented: Experience working well with diverse internal stakeholders (Sales, Support, Order Processing, Product) to act as the sole, dedicated owner and advocate for the customer's success.

· Results Driven with a Focus on Customer Outcomes: Motivated to ensure customers are successful, use the product fully, and get the value they expect by understanding their challenges and connect our product's features directly to their measurable results and long-term goals.

Salary: 35k to 39.5k

Shifting schedule

Work In Office

Job Types: Full-time, Permanent

Pay: Php35, Php39,500.00 per month

Benefits:

• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Work Location: In person