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Client Success Coordinator

Date posted: November 23, 2022

About MakeShift

MakeShift is an online employee scheduling app, using a 'people-first approach'. It is a complete web and mobile solution that is intuitively designed to build schedules, track time and attendance and enable communication between staff and their management.

Description

Reporting to the Client Success Manager, the Client Success Coordinator will own the implementation process for new MakeShift clients from account creation through training and post-Go-Live support.

As a key member of the Client Success function, the ideal candidate will build strong relationships both internally across the various teams and externally with customers to deliver consistently excellent experiences.

To succeed in this role, the candidate should be proactive, passionate about providing excellent customer service, and focused on enhancing the value customers derive from the product to contribute to MakeShift’s revenue generation goals.

Responsibilities: 

  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.

  • Develop detailed project plans and schedules working with the client to help meet their internal deadlines.

  • Follow through on action plans with clients by working cooperatively to adhere to the project timelines and expectations.

  • Elevate concerns and/or issues by appropriately communicating with those who need to be involved internally as well as with the client.

  • Provide post-implementation support for MakeShift clients ensuring that their use of the software continues to meet their expectations.

  • Identify, build, and develop working relationships with MakeShift clients by acquiring their feedback before, during, and after the implementation process to ensure that MakeShift continually meets their needs and expectations in addition to helping strengthen the product.

  • Appropriately sharing client feedback on an ongoing basis with team members.

  • Work closely with technical and sales teams to help create and continually improve MakeShift’s workforce management features and capabilities.

  • Analyze existing client process and tools, with the goal of identifying gaps and opportunities to improve our implementation process along with our client's use of MakeShift.

  • Help ensure internal and client facing implementation related documents are complete and accurately up to date on an ongoing basis.

  • Execute, track, and manage various revenue generation and expansion campaigns such as customer referral campaigns, review campaigns, MSP campaigns, multi-year contracts, etc.

  • Grow MakeShift’s customer testimonials, client case studies, and referrals database by proactively seeking out new clients who are willing to provide the above.

Requirements: 

  • Motivated to thrive in a fast-paced, innovative, and highly collaborative environment.

  • Very proficient with technology and technical concepts (iOS, Android, Mac, Windows).

  • Strong analytical mind with proven attention to detail and experienced problem-solving skills.

  • Easily manage and execute client success and revenue milestones.

  • Exceptional customer service focus including the ability to problem solve while balancing the needs of both the client and the company.

  • Proven ability to proactively take initiative and work independently with clients as required.

  • Must be a self-starter and motivated to work in a remote environment

  • Strong, client and solution-focused with exceptional interpersonal communication skills (oral and written).

  • Strong time management skills, self-motivated and comfortable handling multiple projects simultaneously.

  • Bonus points: Bilingual in French and English, but all interested applicants are encouraged to apply.

Perks of MakeShift

  • Relaxed environment with a good team that enjoys what they do.

  • Everyone is responsible for coming up with great ideas and everyone’s input is heard.

  • Full benefits package.

Interested candidates should send resume and cover letter to careers@makeshift.ca with the subject Client Success Coordinator. Please note that only candidates selected for an interview will be contacted.