Customer Engagement Specialist at LexisNexis engaging with customers to drive adoption and support retention. Collaborating with teams to influence product value propositions for legal tech solutions.
About the role
- Customer Success Representative assisting customers with AI voice technology onboarding and support. Building relationships and ensuring exceptional customer experiences in a hybrid environment.
Responsibilities
- Client onboarding: Lead the end-to-end onboarding process for new customers, including platform setup, product demonstrations, and training to ensure a successful start
- Customer support: Manage incoming support requests via email, chat, and phone, providing prompt, clear, and helpful responses
- Proactive account management: Conduct regular follow-ups with customers to ensure their satisfaction, identify optimization opportunities, and anticipate needs
- Issue resolution: Diagnose and resolve customer problems, escalating technical issues to the product team as needed
- Documentation: Create and maintain help resources, FAQs, and user guides to enable customer self-sufficiency
- Feedback collection: Gather and share customer feedback with product and sales teams to continuously improve our offering
- Metrics tracking: Monitor and improve key performance indicators including customer satisfaction, retention rates, and onboarding success
- Cross-functional collaboration: Work closely with leadership and technical teams to ensure a seamless customer experience
- Systems implementation: Contribute to the setup and optimization of customer success tools and processes as we scale
Requirements
- 4+ years of experience in customer success, customer support, or a similar role at a software company
- Previous experience with customer onboarding and handling technical support
- Excellent communication and interpersonal skills with an empathetic approach to customer service
- Ability to explain technical concepts in simple, accessible terms
- Familiarity with AI products and technology (no need to be a technical expert)
- Strong organizational skills and the ability to manage multiple customers and requests simultaneously
- Proactive, solution-oriented approach to customer challenges
- Passion for helping customers succeed and achieve their business objectives
- Experience in the trades industry and/or service businesses is an asset
- Ability to work independently in a fast-paced startup environment
- Fluency in French and English, both written and spoken, is required
- Based in Montreal for a hybrid working arrangement
Benefits
- Competitive base salary with a performance bonus structure tied to customer satisfaction and retention
- Hybrid work environment in Montreal and a collaborative, global team culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Customer Success Manager driving software adoption and customer value for Rockwell Automation. Helping high - value strategic customers achieve measurable outcomes from software and services in Australia.
Customer Success Manager ensuring successful customer adoption of software and services at Rockwell Automation in Singapore. Collaborating with teams to maximize customer satisfaction and retention.
Senior Manager for Customer Success at Salesforce, driving customer value for retail and consumer goods. Responsible for customer relationship management and success planning for enterprise clients.
Intern in Customer Success Management at plus10 optimizing industrial manufacturing processes with AI software. Engage in international projects and help train customers for software integration.
Customer Success Manager developing strong relationships with heat pump installers in the UK. Driving growth and supporting customer success while enhancing their business operations.
Director of Client Success at Redwood Logistics driving revenue growth and customer retention across enterprise transportation clients. Leading a team to optimize logistics execution and build C - suite relationships.
Customer Engagement Specialist engaging with clients and driving adoption of Practical Guidance at LexisNexis Australia. Collaborating with teams to embed solutions in user workflows with a focus on customer satisfaction.
Provide technical, clinical, educational, and sales support for Abbott leadless technology. Educating healthcare providers and driving therapy adoption in the Great Plains Territory.
Customer Success Team Lead managing Customer Success Managers and Account Managers for Clio's EMEA operations. Driving retention, adoption, and growth in a client - focused role.