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Customer Success Specialist

COMPANY OVERVIEW:
Nulogy values autonomy, mastery, and purpose for our employees, and a highly transparent and honest culture. This has helped us to be repeatedly recognized as one of AON Hewitt’s Best Employers in Canada at their Platinum level for several years in a row — an award decided by anonymous employee surveys. Our motto is: It’s not just business, it’s personal. After 15 years working together, the company’s founders from the University of Waterloo are still all at Nulogy — and still great friends!

Today, Nulogy’s software is embedded in the supply chains of household names like L’Oreal, Sony, Procter & Gamble, and Pfizer. We create solutions for contract packagers and brands to collaborate on increasingly personalized consumer goods. For our rapid growth, Nulogy has been recognized by Deloitte’s Technology Fast 50 award, which identifies the fifty fastest growing  tech companies in Canada.

By joining Nulogy, not only will you work with intelligent and empathetic peers, you’ll also be solving challenging problems that have a real global impact.

YOUR MISSION:

You are central to the Customer Success team and its operations.  As a Customer Success Specialist, you are responsible for supporting the CS team and ensure we have an efficiently run operation.  You will be supporting each CSM on their customer adoption projects to ensure our customers maximize the value they derive from Nulogy’s products and services.  Your focus will also include helping build processes and implementing tools to scale the Customer Success team as we grow.  You will have direct impact to our customers’ health as well as our overall team’s health.

JOB PURPOSE:

Very simply, your purpose is to help our customers succeed by fostering a well-run, efficient and effective Customer Success organization.  We are seeking a Customer Success Specialist define and execute against our strategic priorities and help our customers adopt Nulogy’s Products fully & successfully. This hands-on, technical role will build a foundation of strong product knowledge to support our Customer Success Management team and drive adoption across our customer base.  Working very closely with our Director of Customer Success, you will be instrumental in contributing to building a scalable Customer Success operation. Additionally, you will be the team’s go-to person for evaluating/implementing business processes and managing our tools.

Motivated individuals with a technical background, who want to perform at a high level and succeed are well-suited for the this position. Nulogy is committed to investing in our employees’ futures and will do everything we can to support your growth.

KEY RESPONSIBILITIES:

  • Learn from, and share, Best Practices within our diverse customer base
  • Assisting in driving product knowledge & increase adoption
  • Conduct demos on the products and showcase new functionality for existing clients
  • Clearly translate our customers’ business requirements into technical product capabilities
  • Partner and collaborate with our internal teams on projects and customer-related matters
  • Manage customer expectations effectively with a focus on project success
  • Identify and action internal & customer-facing continuous improvement opportunities
  • Work with cross-functional teams to develop data-driven processes that enable customers and help achieve renewal and growth goals
  • Support management in implementing and managing software tools that elevate the operations of the CS team
  • Assisting in leading and participating in special initiatives that standardize processes and promote business objectives
  • Working closely with our Salesforce and reporting team to improve and refine workflows and ensure we are getting the maximum value out of the tool while meeting users needs
  • Responsible for managing customer communications using Pardot and Salesforce.

EDUCATION & TECHNICAL QUALIFICATIONS:

Bachelor Degree - Business, Science, Engineering or Technical Degrees preferred

KNOWLEDGE, SKILLS & ABILITIES:

  • Excellent interpersonal skills and ability to stand up for your principles
  • Technical aptitude with strong business acumen
  • Strong Salesforce user, administrative, configuration and reporting skills
  • Excellent analytical and problem solving skills, combined with strong business judgment and ability to present analysis in a clear and compelling manner
  • Results oriented, attention to detail, ability to prioritize multiple objectives and projects
  • Strong work ethic, desire to learn and be challenged, self-driven and motivated
  • Ability to measure success through metrics and data
  • Exceptional written and verbal communication skills
  • Ability to dynamically prioritize in a fast-paced environment
  • Be friendly, empathetic, patient and personable even under stressful circumstances
  • Demonstration of basic professionalism, resourcefulness and the initiative to seek information in an effort to fill any holes in support of daily responsibilities
  • Able to travel up to 25% of the time

EXPERIENCE:

  • 1-3  years of experience in any of the following: CPG, supply chain or Customer Success
  • Experience in contract manufacturing or contract packaging environments is an asset
  • In-depth understanding of Customer Journey processes and systems (Customer analytics, services attach rates, NPS, expansion metrics)

NICE TO HAVE:

Enjoys travelling - our customers are situated across 4 continents (and counting)
Loves technology and sharing this love with others
Direct experience in Business Operations or Data Analytics, preferably at a high-tech or software company
Experience in Salesforce.com
Understanding of SaaS operating model
Ability to speak other languages (eg. Spanish, French) is a huge plus.

MOTIVATIONS, INTERESTS & PERSONAL CHARACTERISTICS:

Enjoys working in a close knit team and small company culture
Great people connector and networking skills
Doesn’t take themselves too seriously
Possess passion and love what you do
Be solution oriented – never say “try” or “can’t”
Demonstrate excellence by going above and beyond for the benefit of teammates and the company
View mistakes as an opportunity to learn rather than as a negative situation
Never be afraid to ask for help

Nulogy embraces diversity, and we recognize the need for teams that represent a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We encourage everyone to apply.

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