Customer Success Specialist (Remote - Canada)

Hiring has been recently opened for this position!

About Circuit Virtual Tours

Circuit Virtual Tours is unifying the visitor experience through virtual and self-guided tours and interactive maps. Campuses, offices, and retirement homes use Circuit to digitize and tell their stories through their physical spaces.

In Canada, Circuit is the #1 virtual tour platform used by colleges and universities. We’ve been customer-led since the beginning, resulting in an enthusiastic base of advocates and a high customer retention rate. We’ve got significant momentum and a bold vision for the future, and are looking for talented individuals to join us in making it happen. If driving customer satisfaction for a SaaS platform with a fast pace of innovation appeals to you, read on.

The Role

At Circuit, one of our values is to guide our customers. Customer empathy is a superpower we use to build better solutions and deliver greater value. Reporting to the Customer Success Lead, the Customer Success Specialist will take full ownership of their customer portfolio, supporting their onboarding, implementation, and launch of best-in-class virtual experiences. Following that, they will collaborate to help their customers maximize Circuit with strategies to boost usage, engagement, and lead generation, and with the goals of long-term relationships and retention.

If building relationships and collaborating with customers to tell their stories through high impact virtual experiences inspires you, please apply. You’ll be joining an innovative and energetic team developing a next-generation digital marketing platform.

What you’ll be doing

• Develop meaningful relationships, rapport, and trust with our customers
• Proactively provide recommendations that contribute to our customers developing compelling content and impactful virtual experiences
• Provide exceptional customer support through various channels including video meetings, chat, email, phone, and in-person
• Lead customer onboarding and training sessions on the Circuit Content Management System
• Interpret, summarize, and present analytics to inform potential courses of action for customers
• Explain new features and functionality to encourage adoption and usage
• Discuss pain points and collect feedback from customers that can be shared with the product team
• Craft compelling how-to content, documentation, help videos, and webinars/workshops to assist customers with using Circuit
• Interact with customers to build case studies and thought leadership articles, to share knowledge and position Circuit as an industry leader

Qualifications

• Relevant Bachelor’s degree, or equivalent combination of education and experience
• 2+ years of customer service or experience in technology, EdTech, and/or software companies or related experience
• Demonstrated ability to communicate and collaborate cross-functionally with internal and external stakeholders
• Curiosity and understanding of marketing analytics and campaign performance measurement, and experience with analytics tools
• High degree of ownership and strong business acumen
• Organized and with a heightened sense of detail while operating in a fast-paced environment
• Excellent communication skills, ability to convey yourself and the product clearly through verbal and written methods
• Strong planning/project management skills with a demonstrated capacity to balance speed and quality, while quickly adjusting priorities as needed
• Bonus points: include a short video to help us get to know you better

We take potential into consideration. A combination of education and experience may be accepted if your resume doesn’t include exactly the specifics listed above. If you think you have what it takes to succeed here, tell us more in your application.

What’s in it for you?

Join a growing team of enthusiastic product managers, UX designers, developers, and content creators who are passionate about memorable user experiences. Work directly with customers on a tech platform being used by hundreds of thousands of end users.

Ownership is part of our philosophy. You're encouraged to think like an owner, rather than an employee with available stock options that give you the opportunity to shape the future of our company.

Employee perks include:

• Competitive salary
• Comprehensive health benefits package
• Equity options
• Individual and team training and development
• Macbook/professional grade equipment provided
• Team outings

Our values

Win together: By strengthening relationships and trust, we win as a team.

Guide our customers: Our customers are our heroes. We listen to them, guide them, and achieve more together.

Always be growing: We believe that growth comes from leveling up our shared knowledge and skills.

Be inclusive: We celebrate what makes us unique, and build inclusive experiences.

Question the status quo: We discover new routes forward through innovation and questioning the status quo.

Take ownership: We have a philosophy of ownership. Everyone has a role to play in shaping our vision and making it a reality.

Other details

Type: Permanent Full-Time

Company Headquarters: Markham, ON, where we are committed to reconciliation, partnership and enhanced understanding with the communities in circle. The North, West, South and Eastern directions, and Haudenosaunee, Huron-Wendat, Anishnabeg, Seneca, Chippewa, and the Mississaugas of the Credit peoples.

Note: candidates must have legal eligibility to work in Canada