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IDEKA Services Conseils: Customer Experience Specialist

IDEKA Services Conseils

This is a Full-time position in Montreal, QC posted April 5, 2021.

CUSTOMER EXPERIENCE SPECIALIST (CRM)DetailsLanguages: French and English (conversational required)Salary: 55-75 K (according to evaluation of experience / competencies)Status: Permanent, full timeResponsibilitiesAs a Customer Experience Specialist (CRM), you will:Have significant interaction with clients, primarily online and over the phone and occasionally on site.

Facilitate the successful implementation of the company’s product stack with their customers, increase product adoption, and share best practices in document flow automation.Ensure high quality of service by developing a thorough and detailed knowledge of technical specifications and other features of customers’ systems and processes in combination with their software.Analyze, design, configure and implement solutions in accordance with the company’s standards and customer requirements.Document the configuration and deliverables of solutions implemented.Test services deliverables resolve any outstanding issues.Train customers, to help them better utilize the implemented solution.Build, perform and/or support product demos.Lead and coordinate conference calls and participate in pre-sales scoping calls.Liaise with customers post-sale to develop project documentation including statements of work and implementation plansEnsure successful onboarding and trials of new customers all activities and resources necessary to effectively deliver professional services.It’s important that you understand customer’s diverse and specific business needs and gather product knowledge to meet those needs.

In cooperation with our Project Managers, you will help customers in building their document templates, training them in the software and providing them with expertise in document processes in their organization.Qualifications and skillsProficient in CRM (preferably Microsoft Dynamics 365)Experience in customer care or customer serviceFamiliarity with Software as a Service (SaaS) or other cloud-based technologiesDegree/diploma in computer science, programming or equivalentExcellent knowledge of Microsoft Office (Word).Strong written documentation skills, including strong presentation skillsAbility to balance multiple projectsEnglish and French language skills.

Company BenefitsFlexibility with accountabilityFlexibility to work remotely or in the office as requiredMedical, Dental, and Vision insuranceCompany-paid Life insuranceVoluntary Disability insuranceHSA accountsRRSP with company matchTeledoc virtual healthHealth advocatePaid holidays and PTOCasual dress code