Customer Success and Solutions Specialist, Software

GiatecscientificCanadaFull Time

Continue with your CV

PDF, Word, or image. Under 10MB.

Upload CV

Apply now

Job description

About the role

Giatecscientific is seeking a dedicated Customer Success and Solutions Specialist to join our dynamic team in Ottawa, Ontario. This full-time position is pivotal in ensuring our clients achieve maximum value from our innovative software solutions. The ideal candidate will possess a strong background in customer support and technical solutions, enabling them to effectively address client inquiries and enhance their overall experience with our products. As a key player in our customer success team, you will collaborate closely with various departments to ensure seamless communication and support for our clients.

Key facts

Location: Canada

Engagement: Full-time

What you'll do

Serve as the primary point of contact for clients, providing expert guidance on the use of Giatec's software solutions to ensure they meet their specific needs.
Develop and maintain strong relationships with clients, understanding their goals and challenges to deliver tailored solutions that enhance their experience.
Conduct product demonstrations and training sessions for clients, showcasing the features and benefits of our software to maximize user adoption.
Collaborate with the sales team to identify opportunities for upselling and cross-selling additional products and services to existing clients.
Troubleshoot and resolve technical issues reported by clients, working closely with the development team to ensure timely solutions.
Gather and analyze client feedback to identify areas for improvement in our software offerings and customer support processes.
Create and maintain comprehensive documentation of client interactions, technical issues, and resolutions to streamline future support efforts.
Monitor client usage of our software to proactively identify potential challenges and provide solutions before they escalate.
Participate in product development discussions, providing insights from client interactions to help shape future enhancements and features.
Assist in the creation of training materials and resources to empower clients and enhance their understanding of our software.
Stay up-to-date with industry trends and best practices in customer success and software solutions to continuously improve our service offerings.
Contribute to team meetings and strategy sessions, sharing insights and ideas to enhance our customer success initiatives.

Requirements

Bachelor's degree in a relevant field such as Computer Science, Business, or Engineering.
A minimum of 3 years of experience in customer success, technical support, or a related field, preferably within the software industry.
Strong problem-solving skills with the ability to troubleshoot technical issues effectively.
Excellent communication skills, both written and verbal, with a knack for explaining complex concepts in a clear and concise manner.
Proven ability to build and maintain relationships with clients, demonstrating empathy and understanding of their needs.
Experience with customer relationship management (CRM) software and support ticketing systems.
Ability to work independently and as part of a team in a fast-paced environment, managing multiple priorities effectively.
Strong organizational skills and attention to detail, ensuring accurate documentation and follow-up on client interactions.
Familiarity with software development processes and methodologies is a plus.

Nice to have

Experience in the construction or engineering sectors, particularly with concrete testing and monitoring solutions.
Knowledge of data analytics tools and techniques to help clients interpret their software usage data.
Previous experience in a role that required cross-functional collaboration, particularly with sales and product development teams.
Familiarity with project management tools and methodologies.

Skills & tools

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace.
Experience with customer support platforms such as Zendesk or Freshdesk.
Familiarity with software development tools and environments, including Agile methodologies.
Strong analytical skills to assess client needs and software performance metrics.

Practical notes

This position is based in Ottawa, Ontario, and may require occasional travel to client sites for training and support purposes.
The salary for this role is competitive and commensurate with experience.
Giatecscientific is committed to fostering an inclusive and diverse workplace. We encourage applications from individuals of all backgrounds and experiences.
Candidates must be eligible to work in Canada and able to provide proof of eligibility upon request.