Enkel Backoffice Solutions Inc. Hiring For Client Success Lead at Toronto, ON Full Time

About Enkel

We started Enkel to disrupt the delivery of accounting services through the use of transformational cloud-based accounting technology. Today we provide managed accounting and reporting services to over 200 Canadian businesses and Not-for-Profit organizations. Enkel is well-capitalized and will be expanding its presence across Canada with the goal of becoming Canada’s most trusted Accounting-As-A-Service provider.

About the role

You will be supporting our clients and liaising with the delivery team to ensure that client expectations are exceeded in every interaction with our team and with every deliverable that they receive. You’ll use your creative problem-solving and conflict resolution skills while demonstrating empathy to provide the most effective resolution to a client’s concerns. You have a great attitude, a passion for client experience, and a willingness to roll up your sleeves and take on responsibilities outside of the everyday.

Duties and Responsibilities

• Directing communication from clients to the appropriate delivery resources and ensuring that issues are addressed within an acceptable time frame
• Providing clients with day-to-day support for routine queries, assigning technical queries to the appropriate delivery team members
• Regularly following up with clients on outstanding inputs needed for the monthly financial close
• Overseeing and maintaining delivery schedules and creating visual tools to ensure that timelines are clearly communicated to both clients and team members
• Providing clients with visibility on the status of deliverables to avoid surprises and ambiguity in expectations
• Reviewing client contracts and ensuring that clients’ needs are being addressed through current deliverables
• Other ad-hoc projects and/or requirements as required

Qualifications & Experience:

• A passion for client success and a desire to continuously exceed client expectations
• 2-3 years of experience in a similar role with a minimum of 1+ years of experience in an office environment
• Strong follow-through but flexible in how to get things done
• Highly developed emotional intelligence and the ability to de-escalate client concerns with attention and care
• Strong detail-orientation and driven to complete tasks/closeout tickets
• Strong computer skills with experience using MS Office Suite and Google Documents, you love tech and love to learn new things!
• Exceptional communication and interpersonal skills along with the ability to create strong relationships internally and with clients
• Ability to work independently and prioritize tasks in a rapidly changing environment with multiple stakeholders
• Experience with a variety of relevant apps such as Slack, TSheets, and Zoho