Splashlight & Telmar Looking for Customer Success Specialist at Montréal, QC Full Time

Customer Success Specialist

Customer Success – Remote

Telmar is the global leader in advertising and media solutions, providing the most influential agencies, media owners and planners with innovative cloud-based tools to help create, plan and predict the most successful media campaigns.

For over 50 years, leading media and advertising agencies have relied on Telmar’s innovative cross-media and data analytics solutions to create the most successful media campaigns worldwide.

Telmar is a truly international company with over 25,000 users and 600 customers worldwide. Our team of media experts has a global presence with locations around the world including New York City, London, Montreal, Johannesburg, Paris, Amsterdam, Shanghai, Singapore and Hong Kong. For more information about Telmar and its solutions, please visit: www.telmar.com

Role Summary

The Customer Success Specialist is responsible for owning, driving and developing the relationship with clients for a portfolio of accounts managed in North America. The CSS will be responsible for maintaining or exceeding targets for specific measurements of performance including client adoption and client satisfaction. This individual will work closely with the Sales, Customer Success, Product, Marketing, Legal and Finance teams to maximize the value of current and prospective client offerings, thereby minimizing churn risk and maximizing client loyalty and retention. The CSS will be responsible for checking in with the team to understand what clients need the most help and where proactive solutions can be found for the client.

You will:

• Provide client support and handle client communication effectively for all of North America
• Ensure that client requests are answered accurately and in a timely fashion
• Demonstrate urgency and proactivity in closing client tasks promptly in coordination with cross-functional teams
• Measure, monitor, drive and maintain client adoption and satisfaction, and identify and review client concerns and feedback
• Responsible for refresher / client new-hire training
• Support internal teams with creating of logins, maintaining/updating internal systems
• Continuously look for opportunities to leverage learnings across clients to improve systems and processes across all aspects of the customer journey, including but not limited to renewals
• Ensure data is accurate and timely information is captured within company CRM database
• Maintain up to date knowledge about company products and services
• Properly QA syndicated and proprietary data that is being uploaded into the platform to ensure data accuracy
• Manage the onboarding of new clients: , client access, data clearances, and training
• Build strategic relationships to expand Telmar’s presence within existing brands, agencies, and media networks

Professional Skills

Essential Skills

• English communication skills required, French skills would be an advantage
• Bachelor’s degree or equivalent marketing/advertising experience
• Highly adaptable, able to react and adjust to potentially rapid shifts in priorities and organizational policies
• Demonstrated ability to develop relationships and collaborate effectively across cross-functional teams throughout an entire organization
• Excellent organizational skills and attention to detail; ability to manage multiple priorities and tasks simultaneously
• Strong communicator (oral and written), comfortable with having to explain complex queries or solutions to clients on calls and via email
• Must be self-motivated, goal-oriented, able to work independently to deliver within established deadlines and ensure timeliness in responding to client requests

Desired Skills

• Experience mining survey-based data (e.g. Vividata, Numeris, YouGov, MRI, Simmons, Scarborough, custom surveys) or related datasets for consumer audience insights (profiling, segmentation, targeting) strongly preferred
• Knowledge of Telmar tools, or other relevant Crosstab and reach/frequency tools. Experience with media planning and reach and frequency is strongly preferred
• Knowledge of Salesforce or similar CRM/Sales management tools
• Strong process management policy adherence skills
• Ambition to look for opportunities to expand the scope of the role and take on new projects
• Advanced skills in G-Suite and MS Office (Word, Excel, PowerPoint)

Why Telmar

• Work with an established leader in advertising and media solutions
• Work with other brilliant, passionate and engaged advertising and media insight experts
• Be a part of the next evolution in real-time, actionable audience insights
• Work location flexibility
• Holistic and regular 360° feedback
• Employee Assistance Program (24/7)
• Weekly open door meeting with CEO and the HR Team
• Team Building and Quarterly Events

We are on an ambitious global journey at Telmar, no two days are ever the same and we’re therefore looking for people who can adapt quickly to this ever evolving environment. In return, our multinational; best-in-class team will support your desire to grow as an individual and challenge you in new roles. We are proud of the team and believe that our diversity has made us more successful. We are therefore keen to recruit candidates from all backgrounds. Telmar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type.

OUR MOST VALUABLE INTELLIGENCE IS NOT ARTIFICIAL