City : TORONTO, Ontario, Canada

Category : Customer Service | Client Advice | Sales

Industry : Financial/Banking

Employer : RBC

Ownr, an RBCx Ventures company, is hiring a Customer Success Manager. Ownr is the leading platform for entrepreneurship in Canada. In this role, you will help thousands of entrepreneurs as they build and grow their business using the legal tools, perks, and other valuable resources provided by Ownr. You will encourage users to maximize the value of their Ownr subscription and answer their questions and concerns along the way. Through providing a fantastic customer experience and using your ability to make complex concepts simple and understandable, you will promote retention, increase customer satisfaction, and safeguard the reputation of Ownr in the marketplace.

Guided by your passion for entrepreneurship, you will take the lead in gathering user feedback and ensure that the voice of the customer is heard throughout the organization. You will collaborate with the product, design, marketing and leadership teams to place the customer at the heart of Ownr’s future.

WHAT WILL YOU DO?

• Provide a strong customer experience by identifying customer needs, providing relevant product information, and trouble-shooting any issues, while maintaining a positive, customer-centric attitude

• Escalate issues to relevant teams for investigation, and follow-up both internally and with the customer to ensure resolution

• Promote the value of the Ownr product, ensure customers obtain maximum utility from their subscription, and seek opportunities for upsells

• Build and maintain product expertise, as well as in-depth knowledge of internal and external business processes which affect the customer journey

• Develop and share best practices within the CS Team to continually improve the quality, effectiveness, and efficiency of our processes and initiatives

• Be the voice of the customer internally, and partner closely with cross-functional team members to translate business needs and product requirements into new solutions for customers

• Drive personal projects and experiments that address business needs, and contribute to the attainment of team and organizational KPI targets

WHAT DO YOU NEED TO SUCCEED?

MUST HAVE:

• Customer service experience in a startup environment and/or fast-paced growing organization

• Willingness to learn about legal concepts and other issues affecting business owners in Canada

• Excellent written communication skills and the ability to respond quickly to customer concerns

• Proactive attitude, and ability to identify and tackle new opportunities

• Interest in technology and building innovative online solutions  

NICE TO HAVE:

• Experience using Intercom, or similar customer-engagement software

• Background as a business operator and/or firsthand exposure to entrepreneurship

RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.

WHAT'S IN IT FOR YOU:

• Be part of a collaborative, progressive, and high-performing team, where your work is valued and has a direct impact on the success of the organization.

• A strong organizational culture, where we  thrive on the challenge to be our best, and we work together to help our clients thrive and communities prosper. We care about each other and believe that achieving success is a goal shared across the organization.

• A comprehensive Total Rewards Program including bonuses and flexible benefits.

• Leaders who support your professional development through coaching and managing opportunities.