Sales Support Specialist supporting Genetec’s global sales team, CRM accounts, pricing exceptions, and sales administration. Collaborating with customer service, inside sales, and technology teams in Montréal.
About the role
- Client Support Specialist managing enterprise support portfolios for Meltwater’s data intelligence platform. Delivering technical guidance, dashboards, training, and actionable insights to global customers.
Responsibilities
- Manage a portfolio of Enterprise Premium Support clients
- Handle day-to-day reactive requests by delegating tasks or addressing them directly
- Oversee completion of customers’ scopes of work
- Create blueprints for Searches and Dashboards
- Architect and manage comprehensive global project structures using Boolean logic and rule-based frameworks
- Support global account analysis, case management, and insights generation
- Translate complex data and technical findings into actionable recommendations
- Create and maintain governance documentation for each client
- Monitor Enterprise support consumption and provide insights to account stakeholders
- Enhance enterprise support offerings with the Customer Success Executive and Program Manager
- Support operational tasks for software and service deliveries
- Identify workflow inefficiencies and out-of-scope requests
- Prioritize and manage concurrent customer initiatives across global account portfolios
- Align support activities with customer strategies, operational goals, and success metrics
- Collaborate across regions in a global delivery model
- Act as a product expert and provide technical guidance
- Deliver demos and conduct client training
- Show customers how to leverage the platform and maximize value
Requirements
- Bachelor’s degree or higher in any field
- Minimum of 3 years experience in business-to-business client support, preferably within the SaaS industry
- Proficiency in at least one major business domain area
- Strong analytical skills and business problem-solving ability
- Convincing communication, presentation, and influencing skills across organizational levels
- Strong understanding of AI technologies and motivation to stay current with breakthroughs
- Experience applying Boolean logic and structured data methodologies
- Ability to translate structured data and insights into actionable recommendations
- Highly organized, with ability to communicate milestones, status updates, and progress
- Proactive identification of challenges, risks, and opportunities
- Cross-functional collaboration skills and client-centric mindset
- Experience with large-scale enterprise implementations
- Proficient in Boolean logic and data structuring methodologies
- Excellent written and verbal communication skills in English
- Willingness to work a hybrid schedule, in the office 3 days a week
- Ability to legally work in the country of hire
Benefits
- Flexible paid time off
- Excellent medical, dental, and vision options
- Complimentary CalmApp subscription for you and your loved ones
- Hybrid work style
- Ongoing professional development opportunities
- Mentorship and inclusive leadership support
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