Customer Success, Implementation Specialist

Role Overview

• Learn the technical details of how SmartSkin’s solutions work and develop a deep understanding of the problems we solve for our clients.
• Travel to client sites to lead the onboarding process, support product implementation and provide training to users of SmartSkin Technologies products and services.
• Ensure clients seamlessly integrate our technical products/services and perform tests and diagnostics to ensure hardware and software solutions are meeting expectations and delivering value to our clients.
• Provide proactive support to customers as needed and communicate/report issues to internal team members in support of the clients.
• Generate analytical reports based on SmartSkin’s data and provide recommendations/solutions for clients.
• Understand our client’s priorities and key performance indicators in order to benchmark, monitor progress and deliver ROI from our solutions.
• Document and report on key use cases to continuously improve our solutions.
• Schedule and lead regular client meetings to identify areas to improve customer satisfaction and grow relationships; communicate issues and possible solutions to senior management, and promote new or existing SmartSkin solutions to meet customer needs.
• Build effective relationships with our client’s employees and leaders to encourage the use of SmartSkin's solutions.
• Promote new ways to leverage our products, ensure renewals, and grow the relationship through partnering with colleagues on SmartSkin’s Sales and Customer Success team.
• Maintain awareness and keep abreast of constantly changing quality technologies and solutions relevant in the industry.

Requirements

• Experience in a manufacturing environment, as a maintenance leader, maintenance technician or controls engineer.
• Knowledge of key pharmaceutical or beverage manufacturing principles, challenges, and best practices is an asset but not required.
• Outstanding communication and customer service skills with the ability to listen, understand, educate, and influence customers regarding products and services.
• Good organizational and time management skills, and high level of attention to detail
• Proven communication skills and ability to perform training.
• Excellent English written and verbal communication skills.
• The ability to speak other languages is an asset.
• Adaptability to a changing environment and strong ability to work independently.
• Experience applying new technologies to solve problems in a manufacturing environment and strong computer skills, including MS Office, Salesforce, CRM tools and other office applications
• Strong presentation and reporting skills
• A strong interest in traveling to work with clients across the globe (willing to travel up to 50% of time as needed).

Benefits

• company-paid health and dental benefits
• Group RRSP with matching
• real opportunities to grow your career while making an impact in a collaborative, forward-thinking environment.