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Bilingual Client Success Manager

Customer Service & Sales Support
013956 Requisition #
About us
411.ca makes digital marketing simple for business owners across Canada. We take the hassle and confusion out of critical online marketing channels by offering services and tools to help businesses establish and stabilize their online presence, manage and respond to their online reviews, and monitor social media conversations about their business. We’re also Canada’s top exclusively online directory, connecting over 19 million visitors to people and local businesses each year.
Role Summary 
This is the kind of person you are:

You are a Bilingual Client Success Manager professional! You’re all about relationships, meeting commitments and service! You come to work everyday to ensure the long-term success of your clients.  You’re an expert at building strong relationships using your experience, knowledge, and specialized skill set to provide exceptional service and an outstanding customer experience for those you serve everyday. You know that doing this consistently everyday will ensure customer loyalty. 

You provide value. You know our products, how they work and how to report on their performance. You are an expert at understanding the opportunities our products can open up to your customers. And you know how to make opportunities a reality.

The Details – What you need to do to make your clients successful, and insure your success, too!
Maintain high levels of customer engagement and focus on the experience clients are having with every interaction they have with you and your team members. Do this well and you enjoy customer satisfaction and loyalty in return.
After the Onboarding and Performance team have established the customer’s account, welcome your new customer into 411.ca and make it your mission to understand their business needs and objectives. 
Establish a contact strategy with your customer. Make sure you have all the accurate information you need to maintain a strong relationship and insure their experience with you and 411.ca is as great as it can be. 

From there, make sure you’re focused on the following critical things everyday:

Execute on that contact strategy in a timely, accurate and relevant way. Make sure you know the best way to connect with your clients. You are the only point of contact they will ever need to have with 411.ca. Make them come to depend on that. 
Know what’s happening with each and every detail of their account and interaction with 411.ca. 
o The products and services they are subscribed to.
o The pricing, terms and conditions associated with the business we do together.
o The performance of their programs and the results generated for your customer’s businesses.

Ensure the timely and successful delivery of our products/solutions according to client needs and objectives – collaborate with all departments and all your colleagues to do whatever it takes to deliver a great customer experience!
Operate as the lead point of contact for any and all matters specific to your client.
Strategically manage the engagement with your clients and identify areas to grow that engagement with Entrepreneur’s Club, Google AdWords, Google My Business, 411.ca listing, websites and all future products to meet growth goals.
Resolve issues and deal with complaints to maintain client trust and loyalty - develop a plan for how to solve for these types of issues. 
Ensure client accounts are accurately updated and maintained in CRM 
Respond to cancellation requests in a timely fashion in an effort to retain clients  
Develop a plan and work towards achieving goals for sales volume, retention and consultations.
Adhere to company policies and procedures. 
Complete required training and development objectives within the assigned time frame.
Other duties as assigned. 
2+ years Customer Service experience in a call centre environment.
1 + years sales experience in a telemarketing environment. 
Experience with retention of customers/accounts
Online account management experience is an asset.
Experience in a collection environment is an asset  
Application of upselling/cross-selling techniques 
Strong active listening, negotiation and presentation skills.
Excellent verbal and written communication skills.
Must be able to work independently or as a part of a team in a fast-paced/multi-tasked environment.
Critical analytical thinking and problem solving skills.
Strong attention to detail.
Comfortable with working under pressure.
Excellent time management, organizational and problem solving skills.
Engage in continual learning in regards to new products, tools and resources. 
Post-Secondary education degree/certificate
Bilingual: Verbal and written French required 
Google certification – if you don’t already have it, you need to do so within 60 days of your start date. 

This description has been designed to indicate the general nature and level of work performed by employees in this position. The actual duties, responsibilities, and qualifications may vary based on assignment or group and are subject to change at any time.
411.ca is an Equal Opportunity Employer committed to creating an inclusive and diverse work environment. We thank all applicants for their interest, however only those candidates under consideration will be contacted.  

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