Customer Success Specialist

Key responsibilities:

1. Tactical Re-Onboarding (Account Stabilization)

Execute specialized playbooks to re-engage accounts when specific "trigger events" occur:

• Stakeholder Shifts: Lead the re-introduction process for New POCs or New Leadership Teams to prevent churn during transitions.
• Strategic Realignment: Pivot the program when a client announces New Goals (e.g., shifting focus from Tenant Engagement to ESG reporting).
• Platform Adoption: Proactively intervene when MyHive is not set up or shows No/Low Activity, ensuring the client sees the digital value of the program.
• Engagement Recovery: Reach out and drive action when a Workshop is not booked, ensuring the property meets its tenant engagement targets.

2. Renewal 

• Renewal Conversations: Be the point of contact for renewal questions and concerns during the client’s journey.
• Contract Health: Identify and resolve any lingering issues that might block a smooth renewal.

Skills & Competencies

• Customer Success-Oriented: Deeply understands the "Value Gap." You can identify what specifically brings value to a client and possess the communication skills to demonstrate that value effectively during re-onboarding.
• Experimentation Mindset: Approaches playbooks as "living documents." You are expected to test new outreach strategies, process flows, and re-engagement tactics, using data to optimize them and share best practices with the broader team.
• Agility: Ability to jump between different client types and technical problems without a dedicated book of business.
• Data-Driven: Comfortable using a Customer Health Score (CHS) to prioritize your daily "attack plan."
• Project Management: Disciplined in executing playbooks to ensure no "trigger event" goes unaddressed.

Compensation structure: 

Base salary (80%) + Variable bonus (20%)

 

Note that this a bilingual EN-FR role based out of our Montreal HQ.

 

Accessibility Accommodations: Alvéole is an equal-opportunity employer. We celebrate diversity and welcome candidates of all backgrounds. We do not discriminate based on race, religion, color, ancestry, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, pregnancy, genetic information, marital status, or military service. If you require an accommodation or adjustment at any stage of the recruitment process, please let your recruiting partner know at [email protected].

 

Use of AI: We may use artificial intelligence (AI) tools to support parts of our hiring process. These tools assist our Talent Acquisition team but all final hiring decisions are made by humans.