Client Success Specialist -
Client Service Focus

Client Success Specialist - Client Service Focus

Location

Guelph, ON, Canada

Type

Full Time, Hybrid

Department

Client Success

Dedicated to world class sensory, consumer science software and service solutions that keep our clients at the forefront of their field.

Founded over thirty years ago, Compusense has created cutting edge software solutions for clients all over the world. Currently, Compusense has an exciting opportunity for a dedicated, team-based individual to join their team in Guelph, Ontario.

This will be a hybrid position – candidates would work 3 days a week in the Guelph Office.

 

Summary

Reporting to the Director, Client Success, this role will be responsible for assisting existing and new sensory and consumer research clients in their use of Compusense software. Your primary role will be responsible for responding to client inquiries via phone, chat & email. You will also be contributing to documentation and self-help resources, for visiting clients to understand their needs and objectives, as well as for the planning and execution of client trainings either online or in-person. Client Success Specialists contribute to the development of our software by understanding our clients’ needs.

 

Qualifications

  • A minimum of 2 years of client-focused customer service experience.
  • Must have completed a University bachelor’s degree or higher.
  • Comfortable working in a fast-paced technical environment as front-line support, with ability to manage multiple channels of client inquires simultaneously.
  • Ability to quickly pick-up, learn, and retain knowledge for new software programs.
  • Ability to think outside-the-box for complex client-specific problem solving.
  • Ability to prioritize and move forward unpredictable or unfamiliar tasks, technical issues and client requests with confidence.
  • Facility and ease when speaking/presenting in front of a group, on the phone, over on-line sessions.
  • Ability to travel internationally for trainings, visits, and conferences (30%).
  • Demonstrated understanding and comfort in the use of statistics and Excel.
  • Ability to speak multiple languages (e.g. Portuguese, Mandarin) is considered an asset.
  • Experience with SaaS solutions is considered an asset.

 

Key Responsibilities

  • Build client relationships by understanding client needs and proactively working with clients to solve their problems.
  • Use phone, email, on-line chat, and video calling systems to actively respond to client requests for assistance with the implementation of the SaaS software.
  • Understand and solve client problems through a mix of workflows, methods, software features and tools, as appropriate.
  • Work collaboratively with the rest of the Client Success Team to address a wide range of client requests.
  • Accurately and consistently document and track client interactions.
  • Develop and deliver custom client trainings on the Compusense software both online and in person.
  • Assist in the creation and maintenance of internal and client-facing workflows, documentation, and videos.
  • Assist in the testing of Compusense software from a client perspective.
  • Maintain a strong working knowledge of Compusense software and the sensory methodologies it supports.
  • Assist in the planning and running of client in-person visits, workshops, conferences, trade shows and industry events as required.
  • Proactively look for mutually beneficial opportunities to increase our revenue from clients by growth, customization, training, etc.
  • Capture client sensory and consumer testing needs to help inform software solutions.
  • Relay any bugs to help with software fixes in new releases of Compusense software and complete testing for monthly software releases.
  • Collaborate with Development, Operations and SaaS as needed to move client and software product initiatives forward.

Please be advised that credit and background checks will be conducted for this position.

 

To apply for this opportunity, please send a cover letter and resume to hr@compusense.com by February 28, 2025

  • Please quote “Client Success Specialist” in the subject line.
  • Please acknowledge your ability to travel for work in your cover letter. Compusense Inc. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We thank all applicants for their interest; however, only those applicants selected for an interview will be contacted.

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Quality

Quality

Quality test methods are used to evaluate a product based on its sensory attributes and overall consumer perception to ensure it meets certain standards of excellence and consistency. These methods provide a consumer-centric assessment of product quality, ensure consistency and adherence to quality standards and drive continuous improvement and customer satisfaction. Examples include, but are not limited to, Shelf Life, Degree of Difference,

Difference from Control, In/Out, etc.

Quality test methods are used to evaluate a product based on its key attributes to ensure it meets specific standards of excellence for consistency. These methods provide an internal assessment of the product quality to adhere to quality standards and achieve customer satisfaction. Examples include, but are not limited to, Shelf-Life, Degree of Difference, Difference from Control, and In & Out methods.