The Customer Success Specialist serves as a trusted partner to Krux customers, helping them successfully adopt and use the platform. This role is responsible for customer onboarding, training, implementation support, troubleshooting, and ongoing relationship management. The Customer Success Specialist works closely with the Sales, Product, and Delivery teams to ensure customers have a positive experience and receive maximum value from Krux solutions.
Key Responsibilities
Customer Success & Relationship Management
- Build strong relationships with customers and understand their business needs.
- Guide customers through onboarding and implementation processes.
- Serve as a trusted advisor and support customers throughout their lifecycle.
- Gather customer feedback and share insights with internal teams to support product improvements.
Training & Product Support
- Deliver engaging training sessions, product demonstrations, and walkthroughs for prospective and existing customers.
- Create and maintain customer support resources, including FAQs, tutorials, and training materials.
- Identify opportunities for additional product adoption and refer qualified leads to the Sales team.
Customer Support & Issue Resolution
- Act as the primary point of contact for customer support inquiries.
- Troubleshoot and resolve customer issues in a timely and professional manner.
- Document customer interactions, support requests, and implementation activities within the company CRM.
- Follow up with customers to ensure issues have been fully resolved and satisfaction is maintained.
Implementation & Cross-Functional Collaboration
- Lead software implementation projects for new customers, both remotely and on-site when required.
- Communicate project progress, timelines, and milestones to customers and internal stakeholders.
- Collaborate with Product, Development, Sales, and Delivery teams to support customer success.
- Communicate product enhancements, feature releases, and bug fixes to customers.
Product Feedback & Reporting
- Analyze customer-reported issues and enhancement requests.
- Advocate for customer needs by providing feedback to Product and Development teams.
- Track and report key customer support and implementation activities.
Qualifications
Education & Experience
- Bachelor's degree in Information Technology, Geology, Business, or a related field preferred. Equivalent education and experience may be considered.
- 3-5 years of experience in Customer Success, Customer Support, Account Management, or a related role.
- Experience working with SaaS (Software as a Service) products preferred.
- Experience in the mining industry is considered an asset.
Technical Knowledge
- Familiarity with CRM systems and customer support platforms.
- Experience using remote support and collaboration tools.
- Comfortable learning and supporting software applications and technology solutions.
Required Skills & Competencies
- Excellent verbal and written communication skills.
- Strong customer service and relationship-building abilities.
- Problem-solving and critical-thinking skills.
- Ability to manage multiple priorities and meet deadlines.
- Strong organizational and time-management skills.
- Presentation, training, and facilitation skills.
- Ability to work independently and as part of a team.
- Adaptable, proactive, and detail-oriented.
- Patient, empathetic, and professional when addressing customer concerns.
Working Conditions
Work Environment
- Based in Calgary, Alberta.
- Hybrid work arrangement may be available following the probationary period.
- Travel up to 30%, including domestic and international travel as required.
Schedule
- Monday through Friday.
- 8:00 AM to 5:00 PM.
