Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Customer Success Specialist helping Krux customers adopt SaaS solutions through onboarding, training, implementation, and support. Serving Calgary-based mining technology clients in a hybrid role.
Responsibilities
- Build strong relationships with customers and understand their business needs
- Guide customers through onboarding and implementation processes
- Serve as a trusted advisor throughout the customer lifecycle
- Gather customer feedback and share insights with internal teams
- Deliver training sessions, product demonstrations, and walkthroughs
- Create and maintain FAQs, tutorials, and training materials
- Identify product adoption opportunities and refer qualified leads to Sales
- Act as the primary contact for customer support inquiries
- Troubleshoot and resolve customer issues
- Document customer interactions, support requests, and implementation activities in the CRM
- Follow up to ensure issues are resolved and customer satisfaction is maintained
- Lead software implementation projects remotely and on-site when required
- Communicate project progress, timelines, and milestones
- Collaborate with Product, Development, Sales, and Delivery teams
- Communicate product enhancements, feature releases, and bug fixes
- Analyze customer-reported issues and enhancement requests
- Advocate for customer needs with Product and Development teams
- Track and report customer support and implementation activities
Requirements
- Bachelor's degree in Information Technology, Geology, Business, or a related field preferred
- Equivalent education and experience may be considered
- 3-5 years of experience in Customer Success, Customer Support, Account Management, or a related role
- Experience working with SaaS (Software as a Service) products preferred
- Experience in the mining industry is considered an asset
- Familiarity with CRM systems and customer support platforms
- Experience using remote support and collaboration tools
- Comfortable learning and supporting software applications and technology solutions
- Excellent verbal and written communication skills
- Strong customer service and relationship-building abilities
- Problem-solving and critical-thinking skills
- Ability to manage multiple priorities and meet deadlines
- Strong organizational and time-management skills
- Presentation, training, and facilitation skills
- Ability to work independently and as part of a team
- Adaptable, proactive, and detail-oriented
- Patient, empathetic, and professional when addressing customer concerns
- Monday through Friday, 8:00 AM to 5:00 PM
Benefits
- Hybrid work arrangement may be available following the probationary period
- Travel up to 30%, including domestic and international travel as required
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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