Customer Success Representative

We are a fast-growing software-as-a-service provider looking for a new addition to our **Customer Success Team.
**

You will serve customers in Canada and the US, communicating with Technical support and Sales teams by project managing the resolution of issues, upselling, cross-selling and reducing client churn.
**Be a PosiTrace ambassador**
- Conduct regular account Health Checks to increase retention
- Prepare individualized training materials if needed
- Help clients achieve successful and timely equipment installation within 15 calendar days from the date of delivery
- Be the "Go To" person and the main point of contact for all day-to-day questions
- Identify issues before they become an "issue."
- Project Manage issues resolution with support and keep the client informed on ETAs and manage expectations to ensure better satisfaction with the issue resolution process
- Obtain customer feedback about features requests and pass it to Product Department
- Generate referral business from successful client partnerships
- Obtain customer testimonials, including video testimonials
- Invite customers to Interviews for Marketing and Product purposes
- Having a positive and "consider it done" attitude
- Up-sell and cross-sell GFM's products and services
- Increase MMR
- Reduce client churn

**Language requirements**:

- Excellent spoken English
- Excellent written English communication skills are imperative

**Commission/Bonus Structure**
- Churn rate bonus
- Upsells/Upgrades commission

**Benefits**
- Food vouchers
- Vacations
- Vacation premium
- Christmas Bonuses 15 days
- Life Insurance
- Funeral Expenses

**Salary**: From $16,000.00 per month

**Language**:

- English (required)