Customer Success Analyst and Executive Assistant

Job Responsibility:

Pathway Group of Companies is a leading Canadian IT company offering full-spectrum, technology services to businesses across Canada and the United States. Our portfolio includes managed business connectivity, server colocation, cloud computing, telephony and outsourced IT and application management services.

Job Summary

Responsible for managing Sales clients, support in Market research , provide high-level administrative support to the Chief Executive Officer and his direct reports. This role plays a critical part in ensuring the CEO's time and resources are utilized efficiently, and the organization's operations run smoothly. The ideal candidate is highly organized, professional, and capable of handling a wide range of tasks. Should have native-level English-speaking skills. This job is on-site.

Duties & Responsibilities:

Customer Success roles:

• Understand customer needs and thoughts through regular, proactive interactions
• Create performance reports, dashboards, and insights for customers.
• Support the service delivery teams to make compelling client presentations.
• Provide field feedback to sales, marketing and operations teams to improve service delivery
• Analyze customer data and competitor offers to identify potential churn signals
• Report on NPS and customer experience through data from surveys, telephone and in-person interviews and ‘pulse checks'
• Ensure that customer issues are resolved promptly, before they become problems
• Maintain a positive company image by implementing client-related events and programs.
• Help the sales team upsell services relevant to client needs
• Prepare and deliver critical incident reports and RCAs
• Follow up with new clients to ensure successful onboarding

Communication: Serve as the primary point of contact for internal and external stakeholders, including clients, partners, and employees. Handle, screen, and redirect phone calls, emails, and other correspondence.

Meeting Coordination: Prepare agendas, attend and document meetings, and follow up on action items. Organize executive and leadership team meetings, including logistics and catering.

Document Management: Maintain and organize important documents, reports, and files. Assist in preparing and proofreading documents, reports, and presentations.

Project Support: Provide administrative support for special projects initiated by the CEO, which may include research, data analysis, and reporting.

Client Relations: Assist in maintaining positive client relationships through effective communication and customer service.

Confidentiality: Handle sensitive and confidential information with the utmost discretion and maintain the highest level of professionalism.

Office Management: Oversee the smooth operation of the CEO's office, including ordering supplies, managing office equipment, and ensuring a professional and organized workspace.

Other Duties: Perform other administrative tasks as required to support the CEO and the executive team.

Qualifications:

• Bachelor's degree in business administration, management, or a related field is preferred.
• Proven experience as an executive assistant or in a similar administrative role, preferably within the IT services industry.
• Strong organizational and time management skills, with the ability to prioritize tasks effectively.
• Exceptional communication skills, both written and verbal.
• Proficiency in office software, including Microsoft Office Suite and calendar management tools.
• Ability to handle sensitive information with the highest level of confidentiality and professionalism.
• Strong problem-solving and multitasking abilities.
• Detail-oriented, with a proactive and positive attitude.
• Knowledge of IT services and terminology is a plus.

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