Client Success Specialist

Job Responsibility:

ORGANIZATION OVERVIEW

GreenWorks ESG is an innovative and forward-thinking Calgary-based SaaS start-up. Our software is built to streamline Environmental, Social, and Governance (ESG) data management and reporting for companies of all sizes, while advancing transparency, consistency, and report quality. We also connect clients to expert ESG advice, both in-house and through our international network of consultants and advisors.

Our mission is to change the perception around industry and the environment, inspiring solutions that protect the planet and the economy. Our small, hard-working team is built around people, and collaborative, entrepreneurial energy.

The GreenWorks team is founded around collaboration, leadership, innovation, passion, and fun. Our common goal is to positively impact the landscape of ESG reporting, achieving value through focused ingenuity.

PRIMARY FOCUS

The Client Success Specialist supports our clients reach their expected outcomes by leveraging all the power that our products deliver as well as identifying opportunities for new product developments. They develop strong, positive, business-to-business relationships with a defined portfolio of clients. This is achieved through maintaining close client contact, understanding the client's needs, their strategic direction, and collaborating within GreenWorks to provide cross departmental support on client focused solutions.

Main responsibilities will include working with new clients to identify, prioritize and manage implementation needs, including training needs to achieve successful client onboarding, product adoption, and continued engagement. We're looking for a motivated team member who is a professional and genuine communicator, has a technical aptitude, and the flexibility to help with a variety of projects in a dynamic start-up environment where change is the only constant.

REPORTING RELATIONSHIP

Directly Reports to: Senior Product Manager

KEY RESPONSIBILITIES

• Develop an extensive working knowledge of the GreenWorks ESG platform
• Manage a portfolio of clients with a High and Mid Touch approach, responsible for guiding clients through a successful implementation and on-boarding process, client advocacy, expansion and retention
• Understand clients' business needs and objectives, and provide recommendations for how our tool can best support them
• Monitor client engagement and usage of the tool to identify opportunities for growth and expansion.
• Engage clients through regular strategic touchpoints to drive product adoption and continued engagement, ensuring they are using our tool effectively and provide training or guidance as needed.
• Gather and communicate client requirements and feedback in a clear, objective and actionable manner in order to collaborate with internal teams to plan, track and implement any development requirements
• Help improve and scale implementation and training processes and methods
• Provide exemplary support and service to all clients
• Convert our clients into our advocates and champions

Here's what you'll need to know/have:

REQUIRED SKILLS & QUALIFICATIONS

• A Bachelor's degree or post-secondary diploma in Business Administration, Communications, or a related discipline
• Minimum of 2 years' experience in a client service role with a business-to-business focus, preferably in SaaS
• Can master new technology quickly, and effectively communicate technical information in non-technical terms
• Communication is critical to our success, and you master the art of active listening and delivering your message in a clear and objective manner
• Ability to prioritize, solve, and where appropriate, escalate challenges or opportunities
• Outstanding organizational skills and experience managing multiple projects and tasks simultaneously
• Can work with assigned accounts to plan and carry out implementation of customized deliverables, deliver product training sessions in person and virtually
• Ability and desire to build effective client relationships and establish a user feedback loop
• Can work cross-collaboratively and communicate effectively with different personalities and job functions
• You are a team player. You like to share your knowledge and help people toward success
• Advanced competency in Outlook, Word, Excel, PowerPoint and strong numeracy skills

NICE TO HAVES

• Experience in SaaS
• Environmental, Social and Governance (ESG) knowledge or experience
• Ability to create training videos and other training materials

WORKING ENVIRONMENT AND COMPENSATION

GreenWorks is based in Calgary, Alberta. The GreenWorks team follows a hybrid work structure where employees can work remotely and from the office, based on the demands of specific tasks and teams, as well as personal work preferences. Working from the office is highly encouraged when working on tasks that require a high degree of collaboration.

GreenWorks offers competitive compensation, as well as the opportunity to participate in the future success of the company through stock options.

GreenWorks employees are covered under a flexible health care spending plan and are provided additional benefits including paid vacation and tuition reimbursement.

Job Type: Full-time

Schedule:

• Monday to Friday

Education:

• Bachelor's Degree (preferred)

Experience:

• client service: 2 years (preferred)

Work Location: Hybrid remote in Calgary, AB T2P 0S2