Customer Success Representative
We are seeking a highly motivated Customer Success Representative (“CSR”) to join our team. Reporting to the Sales Director, the CSR will develop and maintain long-term business relationships by serving as an internal advocate, and customer liaison. The CSR is responsible for improving customer retention and increase upsells or referrals by ensuring customer satisfaction. Your duties include responding to customer inquiries, working with our vendors to negotiate pricing, managing customer accounts, and resolving internal/external customer issues. We are seeking a driven professional to discover the root cause of a problem, quickly analyze potential solutions, and make clear and informed recommendations. The ideal candidate will demonstrate superb communication, organization, and time management skills, and be able to effectively handle a set of diverse and complex problems at the same time.
Key Responsibilities
Prepare and deliver procurement and services quotes in conjunction with Account Managers while verifying accuracy, terminology, and specifications
Lead, facilitate and assist in transacting all renewal activities with all customers
Preparation of renewal quotes for all accounts, proactively identifying refresh, cross-sell/upsell, and upgrade opportunities well before renewal is due
Liaison with select customer house accounts to ensure continuity within our smaller organizations where no Account Manager is named
Document customer updates within Salesforce specific to all procurement and some services opportunities
Support the sales team relative to the timely distribution of information, quotations, and confirmations to customers
Attend client meetings with the extended iON sales/support team as required, occasionally leading and presenting to a customer/vendor on behalf of the Account Manager as necessary.
Attend internal/external team meetings as required
Register deals with distribution and direct vendor partners to maximize discount potential
Identify and negotiate additional discounts and extended terms as required
Register and become familiar/proficient with distribution and vendor portals
Receive and review supplier quotes and ensure accuracy, terminology, and specifications
Prepare weekly and monthly activity reporting as required
Prepare purchase orders and send copies to suppliers and to departments originating requests
Provide out-of-office coverage for team members
Maintain sales certificates for top manufacturer solutions
Identify and manage non-domestic procurement opportunities to understand and effectively document tax, shipment or insurance obligations and risk
Respond to customer and supplier inquiries about all areas of the sales cycle; quote builds, order status, changes, cancellations, etc.
Contact suppliers to schedule or expedite deliveries and to resolve shortages, missed or late deliveries, and other issues that may arise
Prepare invoicing for procurement opportunities. Coordinate delivery and reporting of the same with the iON finance team as required
Prepare, maintain, and review procurement reports and price lists
Compare prices, specifications, and delivery dates to determine the best bid among potential suppliers
Track the status of requisitions, contracts, and orders
Maintain knowledge of all organizational and governmental rules affecting purchases, and provide information about these rules to organization staff members and to vendors
Collaborate with key persons to ensure clarity of the specifications and expectations of the company
Achieve quarterly KPI objectives as assigned
Other duties as assigned
Skills and Qualifications
3-5 years of proven experience working in a customer facing environment and experience building strong customer relationships
Sales Support experience in the IT Industry would be an asset
Strong verbal and written communication skills, along with high attention to detail is required
Proven ability to build and maintain strong customer relationships
Ability to spot opportunities to grow usage of our services or upsell procurement opportunities
Ability to utilize understanding of customer structure, strategy, and trends to identify growth opportunities
Superb time management and organizational skills
Prioritize work and tasks effectively to achieve best customer outcomes
Bachelor’s degree or equivalent experience in a relevant field is preferred, but not required
Additional Information
This position is primarily a remote work from home position, with occasional in office presence required. This position will support the Pacific Time Zone (PST). This position does not have any direct reports.
iON has a mandatory vaccination policy for new employees and contingent workers that requires you to be fully vaccinated with a Health Canada approved vaccine against COVID-19.
As a requirement of this position the successful candidate must satisfy and receive clear results for a Criminal Record Check.
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