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As a Client Support – Safety Software Specialist for one of the leading workplace safety software companies, you’ll be responsible for a portfolio of clients located throughout Canada & Internationally. This position is responsible for on-boarding new customers by engaging with safety & HR professionals, driving ongoing adoption, and managing renewals. You will be involved in all aspects of client support, account management, demonstrating the product, educating customers and more. You will work along side the senior management team to help uncover new ways to make our safety software a part of everyday life. You are passionate about safety and take ownership of your tasks while working in a dynamic setting.
Some of the things you can expect to do on a day to day basis:
- Manage a portfolio that will include both national and international clients.
- Perform quarterly business reviews with clients to ensure they are continually evolving their safety program and practices.
- Nurture new clients through their implementation and on-boarding of their software and safety programs.
- Live and breathe workplace safety.
- Work with clients to understand the key components of their safety management system, online training and safety documentation requirements. Help them always improve their safety with our software.
- Work with clients regarding their support issues via phone, chat or email.
- You are accountable for client out reach and will need to determine on a day to day basis what you need to do so they are delighted and improving safety.
Accountabilities & KPI’s:
- Continue to foster existing client relationships.
- Help generate new revenue within the existing client base (up-sell/cross sell).
- Help generate leads/referral for the sales team from within.
- Work with existing clients to create client testimonials/references.
Key Competencies:
- Collaborator & Communicator – Whether oral or written, it is critical that all communications are concise, clear and convincing. Marshalling internal resources, when required and as needed, is a key aspect of successfully growing strategic accounts.
- Results oriented – Must have laser focus on getting results for the customer. This means you must be proactive and not wait for the customer to notice they are not on track to achieving a particular goal.
- Relationship Savvy – You are deeply embedded within the account, creating, strengthening and protecting the relationship. Must be able to read people and connect meaningfully with a variety of personalities. Must understand that all progress is made through relationships. You must know when to take the lead in relationship development and when to enable others to take the lead.
- Client Advocate – Act as client advocates to ensure that all departments understand clients’ requirements and respond with the right quality of service. Ensure that the product portfolio reflects changing customer needs.
- Innovator – finds ways of adding value to the client in ways that others don’t. Must be able to see the bigger business issues for the client and help the client manage their business.
- Appetite for Learning – Recognizes the pace of change we are undergoing. Consequently, you are always open to training and development.
- Tech Savvy – Learning the ins and outs of our software will be critical to your ongoing success.
Preferred Experience: Workplace Safety Experience: 2 years (Required)
