Posted 6 months ago  

Customer Experience Specialist

Posted 6 months ago - 161 views - 19 Applied

Job Description

Knit is seeking a customer-centric, energetic Customer Success Manager (CSM) to manage and support the expansion of our SMB client portfolio. This role will work closely with sales and marketing teams to meet customer needs and financial objectives.

What you'll do:

  • Develop a trusted relationship with customers and accounting partners to prioritize the achievement of their business goals
  • Respond to customer phone and email enquiries as needed throughout operational hours
  • Identify opportunities to expand customer usage of Knit's products and services
  • Collaborate with marketing and sales teams to support customer expansion
  • Identify barriers to customer renewals and mitigate customer churn
  • Collaborate with the product development team on customer feedback
  • Possess the most updated knowledge of Knit's products and services offerings and product roadmap
  • Proactively deliver product updates to customers
  • Periodically prepare business reviews to ensure customers are maximizing Knit's offerings

You'd be a good fit if you have:

  • Bachelor's degree in Business Administration or similar field
  • 2-3 years customer management experience, including managing a portfolio of SMB clients or larger
  • 2+ years experience with Payroll, Payments, or Human Resource software is highly preferred
  • Proven track record retaining clients and expanding customer portfolios
  • Strong written and verbal communication skills

You can expect from us:

  • An open and fast-paced work environment
  • Fully remote teams collaborating across Canada and internationally
  • Competitive compensation, commensurate with your skills and experience
  • Complete extended health benefits package from Day 1
  • Opportunities for career advancement and growth with the team
  • 2 weeks vacation and 2 weeks PTO to start

How to apply:

If you want to work in a highly collaborative environment and are committed to making a difference, we'd like to meet you. If you do not meet all the requirements, we'd still love to hear from you – just drop us a line to convince us you're the best fit!

Knit is committed to providing accommodations for all persons with disabilities. If at any point in the recruitment process you require accommodation, please let us know.

Before you apply, please check if any restrictions apply in terms of time zone or country.

To the best of our knowledge this position has no geo-restriction.