Serve as the primary point of contact for mid-market clients, maintaining regular communication to understand their business needs and creating advocates for our platforms both at the home office and advisor levels
Conduct periodic business reviews to assess customer satisfaction and align on goals and strategies
Design and deliver interactive customer workshops aimed at enhancing feature usage, demonstrating best practices, and reducing churn across our user base
Partner with the Sales, and Delivery teams to facilitate the successful migration of clients
Lead new customers through a streamlined onboarding process, ensuring a smooth and efficient transition onto our platform.
Deliver comprehensive onboarding and training sessions, to our compliance users using they become subject matter experts on our platforms
Conduct engaging group demonstrations for our customers to build awareness and understanding of our tools and offerings.
Support Enterprise Customer Success Partners with BAU activities, including troubleshooting, remediation, research, reporting and other requests as needed
Analyze usage data to identify trends and provide actionable insights that encourage clients to maximize the benefits of the product
Identify opportunities to expand client usage within the product suite, offering solutions that add value and align with their business objectives
Collaborate with customers sales teams to drive adoption, upsell and cross-sell opportunities
Advocate on behalf of customers to improve their product experience and communicate feature updates effectively
Address client issues and questions in a timely and efficient manner, collaborating with support and technical teams when needed.
Report on customer success milestones and achievements to internal stakeholders
Partner with marketing to ensure clients have our latest marketing materials that emphasize our competitive edge
Basic Skill Level Requirements
Education:
Bachelor's degree or equivalent experience preferred
Requirements
5+ years as a customer advocate to drive customer renewal and retention
Ability to work with the clients and develop relationships
Ability to serve as a business partner and trusted advisor
Digital marketing or experience in a SaaS organization required
Experience with financial services technology and products
Exceptional communication (written and verbal) and time management skills
Strong client interfacing and client relationship building
Ability to multitask and prioritize effectively
Strong problem-solving, attention to detail and analytical skills
Must have reliable internet connection and ability to work well independently
Tools:
JIRA
Microsoft Office Suite
Salesforce
Confluence
Recruitment Process
Throughout your application process, you may be asked to connect with us virtually or in-person. Our recruiters will explain how hybrid interviews will be held throughout the recruitment process, and they will be able to answer any questions you might have.
Benefits
Bonus Eligible PositionBenefits: Medical, dental, life and vision insurance. RRSP program with company match, paid parental leave, competitive vacation days and more. Medical insurance starts immediately upon hire.AI DisclosureNo AI or automated tools are used in the screening or assessment of applicants for this role.Vacancy DisclosureThis posting is for an existing and currently open position within Broadridge.Background Check ProcessBroadriDental insuranceVision insurancePaid time offEquity / stock optionsPerformance bonusParental leave
Additional Information
At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.
We are seeking a highly motivated Customer Success Specialist to join our dynamic team. In this role, you will be the crucial link between our organization and our small enterprise/ mid-market clients, ensuring that their needs are met, and their expectations exceeded. You'll build and nurture strong relationships, leveraging insights and best practices to drive customer engagement, satisfaction and value.
Your responsibilities will include orchestrating smooth client migrations, leading impactful large group onboarding sessions, and designing workshops to enhance product utilization. With a focus on success metrics and customer advocacy, you'll play an integral role in fostering a positive client experience and expanding their usage within our product suite. The successful candidate should be committed to driving business outcomes for clients.
Broadridge · Toronto, On, Canada