Client Success Specialist

Sales & Customer Success · Montreal, Quebec
Department Sales & Customer Success
Employment Type Full-Time
Minimum Experience Entry-level

Sofdesk – Who we are


Sofdesk is a fast-growing enterprise that focuses on renewable energy and succeed by bringing out the best in its people. You’ll be part of a supportive, inclusive team that shares common values, including a fundamental respect for each other.  Our values promote collaboration, innovation, diversity and the desire to go beyond expectations. We hire people from around the globe only to bring the best of every corner of the earth right here, at Sofdesk.


Working at Sofdesk means being part of a dynamic and ambitious team that evolves every day. There is always room to bring new ideas. 


Why Sofdesk?


-       For our family culture where collaboration and respect are key;
-       For the growth opportunities in house, our priority is on personal and professional development;
-       For the space that we give to your ideas;
-       For our competitive salary and comprehensive benefits; 

-       For our participation to your retirement funds
-       For our inviting environment: friendly fellow workers, monthly team building activities, Friday happy hour, focus on your mental and physical health.


Why do we need you?


We're looking for a dynamic and customer-oriented individual to join our Roofgraf team. In this Client Success Specialist role, you'll be working with Sofdesk customers all over North America who use our market-leading software solution: Roofgraf. You'll support our customers throughout their work week, ensuring they get the most out of their subscription to our software, which empowers them to grow their businesses.


If you are a caring and communicative person who wants to make a difference in one of Canada's most promising tech companies, Sofdesk needs you!


More specifically, as a Client Success Specialist, you'll...


  • Build sustainable customer relationships of trust through open and interactive communication
  • Produce roof reports upon client requests and send them to the clients
  • Resolve product or service problems by clarifying the customer's issue; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Meet personal/team targets and call handling quotas
  • Keep records of customer interactions, process customer accounts and file in the CRM
  • Assist with placement of orders, refunds, or exchanges
  • Attempt to persuade customer to reconsider cancellation
  • Inform customer of deals and promotions
  • Work as part of a team to ensure an excellent client experience;
  • Provide tips/recommendations to customers on-the-fly based on your conversation with them, and their recent account usage;
  • Provide exceptional service to our clients via email, telephone, and over live chats.



What we are looking for:


  • You have at least 1 year of experience working in customer service and are passionate about working with people,
  • You have Roofing Industry knowledge,
  • You find problem-solving rewarding,
  • You have excellent English skills – both written and spoken,
  • You have great attention-to-detail and are very organized,
  • You have strong time management and multitasking skills,
  • You are very patient and enjoy going the extra mile for customers,
  • You consider yourself tech-savvy, are comfortable working with a computer, and enjoy learning how to use new software,
  • You are level-headed and can stay calm in heated conversations.


BONUS POINTS IF YOU HAVE


  • College or university degree
  • Experience working with SaaS clients
  • Experience with Hubspot


Sofdesk is an equal opportunity employer. We are committed to providing equal opportunities regardless of race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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  • Location
    Montreal, Quebec
  • Department
    Sales & Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level