RBC Ventures is a new kind of organization – one that marries the strength of one of the world’s most trusted and successful financial institutions with a mission to reimagine the role we play in people’s lives. We are building a world class team focused on creating new experiences, exploring new business models and developing new relationships that add value to how people live and work. In 2020, RBC Ventures was named to Fast Company’s Top 100 Workplaces for Innovators. Ownr is an RBC Ventures company and we’re on a mission to become the leading platform for entrepreneurship in Canada. As an all-in-one legal platform, we help thousands of entrepreneurs each month start and grow their businesses.
About the role
Ownr, an RBC Ventures company, is hiring a Customer Relationship Manager to support its growing Customer Success team. Ownr is on a mission to become the leading platform for entrepreneurship in Canada. In this role, you will leverage your relationship management skills to 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 existing 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.
Driven by your passion for entrepreneurship, you will take the lead in connecting with customers that are up for renewal or want to cancel, gathering user feedback and ensuring that the voice of the customer is heard throughout the organization. You will collaborate with the sales, product, marketing, and leadership teams to place the customer at the heart of Ownr’s future.
What will you do?
· Proactively reach out to customers via phone and email to promote renewals and identify upsell and cross-sell opportunities.
· Take responsibility and accountability for customer communication by conducting scheduled meetings (phone and video), managing inbound chats, tracking tickets, and identifying solutions.
· Track metrics, leverage data tools and collaborate with the Data Analytics team to track churn and optimize renewals.
· Provide feedback for process improvements and play a pivotal role in Ownr’s retention strategy.
· Build and maintain ongoing relationships with users, and be a vital piece in driving the growth and retention of our customer base.
· Partner closely with cross-functional team members to translate business needs and product requirements into new solutions for customers.
· Put customers’ needs first and provide an invaluable customer experience while focusing on retention, mitigating churn rate, and upsells.
· Align with Sales, Marketing and Product teams to develop revenue focused content and processes to enable revenue from existing customers.
What do you need to succeed?
Must have
· Inbound or outbound sales, or customer success experience, in a startup or high-growth environment.
· Comfortable making high volume outbound phone calls.
· Willingness to learn about legal concepts and other issues affecting business owners in Canada.
· Excellent verbal and written communication skills in English, and the ability to respond instantly to customer concerns.
· The ability to quickly communicate complex concepts in simple terms.
· Interest in technology and building innovative online solutions.
Nice to have
· Experience using Intercom and HubSpot or similar customer-engagement software & CRMs.
· Background as a business operator and/or firsthand exposure to entrepreneurship.
· Aptitude for data analysis and data-driven decision making.
· Bilingual (French & English).
· Experience managing a portfolio of customers that vary in industry and size.
About Ownr
At Ownr, we have helped thousands of Canadians establish their businesses. As we redefine the entrepreneurship landscape, we take pride in simplifying what it takes to be a business owner. We’re on a mission to become the leading platform for entrepreneurship in Canada, and it takes an entire team to build something big. So join our team and discover how we can help entrepreneurs make their dreams a reality.
About RBC Ventures
RBC Ventures Inc., a subsidiary of the Royal Bank of Canada, is going beyond banking to create meaningful solutions that touch every Canadian. We are building new ventures, acquiring growing firms, making investments and partnering with organizations that share our vision. The results are products and services that solve problems and make lives better. For more information, visit RBCVentures.ca.
VSCUSTOMERSUCCESS
RBC Ventures
RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.
RBC requires as a condition of employment that all successful candidates in the United States and Canada be fully vaccinated against COVID-19 prior to their start date, and may require proof of the same. Reasonable accommodation is available where required by law.
Job Type: Full-time
Schedule:
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