Customer Success Specialist

What does Smowltech do?

Smowltech is on a mission to build trust in digital learning. So will enable people to access quality education 100% online and as a consequence access to new opportunities that can improve their quality of life.

Online education is growing, but with it, some common problems are arising across the industry : teachers and evaluators do not trust to evaluate online.

How can organizations avoid online fraud? How can organizations verify that a user was actually the one who took the online exam or actually acquired the required skills in the online course?

Smowltech was born with the aim of helping organizations improve the quality assurance of their digital evaluations.

Who are the smowlers?

Smowlers are the ones who make this happen and the core of the company. They make this company a reality, making a global impact and building the future of education.

What drives a smowler?

We're a growing company with happy and motivated people, working on an impactful product in a fast-paced environment. We are driven with the following values - 3BDAS :

Be positive : Practice positivity : look for solutions, expecting good results and success. Acknowledge bad results or experiences, learn from them, do better.

Be collaborative : Constructively explore ideas with others to search for solutions that extend one's limited vision (communicate, visualize and acknowledge).

Build trust : By being honest and supportive, actively listening, being consistent, collaborating across teams and functions, and taking responsibility for your acts and words.

Dare to commit : Decide to show up fully and consistently while seeing things to their logical or necessary conclusion. Make things work.

Always go beyond your limits : Through self-awareness, curiosity and initiative. With determination, discipline and DOING.

Stay Agile : Be able to quickly adapt or evolve in response to changing circumstances in a highly responsive way so that we deliver our service to meet and exceed customer expectations and in a timely manner.

Position Summary

Are you someone who likes a challenge and wants to take responsibility? Are you passionate about data and genuine stories? Do you like experimenting while aiming for sleek executions? In that case, you are the right person we are looking for to join our team!

The Customer Success Specialist has primary responsibility for long-term success and retention of current customers. To accomplish this, the Customer Success Specialist will develop engaging relationships in order to optimize the customer experience and help them achieve successful outcomes with SMOWL.

Responsibilities

Accompanying clients through the post-sales lifecycle and onboarding to ensure the full adoption of the product in collaboration with the support team.

Establish and develop close relationships with customers acting as their trusted advisor and understand their individual needs.

Identify and implement processes and procedures to improve operational efficiency, drive adoption, and prevent churn.

Actively contribute to maintaining customer satisfaction by identifying opportunities and executing targeted actions.

Share clients feedback with key departments to constantly improve our product and services.

Communicate system updates and releases , promoting customer / user adoption.

Conduct product training and demos to ensure users complete the established journey.

Work collaboratively with the marketing, sales, customer service and product to evolve the sales strategy when new features and products are introduced.

Maintaining the CRM up to date and running status reports.

Stay up to date with market and sector needs, adapting the product and service to changing expectations.

Research, report on root cause of issues, and escalate the resolution of high priority issues and determine when an issue should be marked as out of scope or chargeable (i.e. a feature request).

Manage a high volume of deliverables and maintain clear communication with internal teams.

Achieve objectives of new renewals / retention, upsell and NPS.

Desired skills

3+ years of experience working in customer service roles (education sector preferred)

Strong communication skills, both written and verbal to communicate with customers all around the world and all types of cultures.

English and french

Ability to relate genuinely to our customers needs and provide support using optimal problem-solving methodologies

Experience onboarding and managing customers with ongoing needs and requests from multiple sources

Embrace and enjoy challenges and experimenting with new ideas in an innovative startup environment

Comfortable working hybrid across different time zones

Is patient with and respectful of people and processes. Tries to understand the people and the data before making judgments and acting. Expresses sensitivity and empathy when appropriate.

Your benefits

Competitive salary, commission and attractive benefits

Global career path for specialists and leadership

Tailored trainings and development opportunities

International and inspirational working environment with a dynamic work culture

Smowltech vision : Building trust in elearning

Social Impact driven : enabling access to quality education through online learning, which is linked to the Sustainable Development Goals (SDG) 4. Access to Quality Education and 13. CO2 reduction. How do we measure it?

Objective 1 : Strengthen the quality of online training .

Indicator 1 : number of online training users who have validated a professional degree or certification thanks to Smowl

Objective 2 : Improve accessibility to higher education or corporate training

Indicator 1 : Number of users with disabilities who have been able to examine themselves remotely thanks to Smowl

Indicator 2 : Number of users in areas far from the training centers who have been able to examine themselves remotely thanks to Smowl

Indicator 3 : Number of users with time restrictions who have been able to examine themselves remotely thanks to Smowl

Indicator 4 : Number of users with financial restrictions who have been able to examine themselves remotely thanks to Smowl

Objective 3 : Reduce the environmental impact of trips to educational centers or corporates

Indicator 1 : C02 emissions avoided thanks to remote examinations

Join the revolution and build the future of education