Technical Service Representative (Full-Time)

The Customer Success Specialist manages a set of assigned accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. They are the primary contact for customers, they understand customer success criteria, address questions, resolve issues and over time serve as a trusted RQ product advisor to help each customer reach their specific goals.

25% - Get Customers Where They're Looking to Go

As an RQ product and solution expert you take ownership of your customers and their success

You successfully uncover what metrics each customer is measuring, and you'll use your knowledge of our software to help them achieve maximum value

and ways customers can hit their individual targets, metrics, and user experience goals

Have an eye for marketing and technical details - you understand technical subjects, and communicate them to our customers in non-technical terms

25% - Provide Proactive Service & Solve Problems Before They Happen

You identify and resolve potential customer issues before they do. Stuff happens - Resolve issues with the help of the Technical Support team in a timely manner (based on defined SLAs), and expand RQ products use throughout the account

You will respond to customer requests and issues as the highest priority (within defined SLAs)

Provide admin training on customer's request, and when new features are released

25% - Drive Retention Rates & Build Your Accounts

Maintain high customer renewal rates as a result of ongoing customer engagement and technical leadership

Capture and maintain current customer accounts, and work with your sales team to identify growth opportunities

Work with our sales and accounting teams to accurately renew yearly customers by ensuring all details are accurately captured and communicated

25% - Onboard New Customers

As an RQ product and solution expert, you understand your customer's requirements; you recommend options to create the best user experience for their users; and then setup the system that delivers beyond customer's expectations

Use your project management skills! You'll drive our new projects by capturing and implementing each customer's specific requirements. Capture and document each specific customers requirements and setup. It's your job to set up the next Customer Success Specialist to deliver value, so ensure they know what's important to each customer, and what's included in their individual setup

Retention rate – we want to partner with our customers for the long run

Proactive engagement – helping our customers be successful in meeting their targets

Onboarding time - Effectively onboard customers into RQ Products as per agreed delivery schedule

Build your territory - Contribute to growth your customer value; build your territory customer base by getting referred to potential customers; and identify potential accounts in your network

Job Type : Full time

Shift & Schedule :

Workday: 9:00 am – 5:00 pm, in office 3 days a week.

After-hours work may be expected to hit your customer targets

Commission: Percent (%) of the Annual Contract Value (ACV) onboarded and retained

Health benefit account ($2,500)