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Krux Analytics

Customer Success Specialist- French

Calgary, AB, T2P 3N4, Canada

Job type: Full-time
Experience: 3-5 years of experience in Customer Success, Customer Support, Account Management, or a related role.
Posting language: English
Posted: Sep 29, 2026

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Original job description

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.

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More about this job

Responsibilities

The Customer Success Specialist manages customer onboarding, training, and implementation while serving as a primary point of contact for support and troubleshooting. They collaborate with internal teams to ensure product adoption and advocate for customer needs to drive product improvements.

Requirements

Candidates should have 3-5 years of experience in customer success or account management, preferably within a SaaS environment. A bachelor's degree in Information Technology, Business, or a related field is preferred, along with strong communication and organizational skills.

Skills

Customer Success
Relationship Management
Onboarding
Implementation Support
Troubleshooting
Training
Product Support
CRM
Technical Support
Communication
Problem-solving
Critical-thinking
Time-management
Presentation
Facilitation
SaaS

Visa sponsorship

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Keywords

Customer Success
SaaS
CRM
Onboarding
Implementation
Technical Support
Relationship Management
Training
Product Adoption
Troubleshooting
Mining Industry
Software
Project Management
Stakeholder Communication
Data Analysis
Customer Lifecycle
Remote Support
Collaboration Tools
Customer Feedback
Reporting

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