Client Success Specialist

  • $50,000.00 - $55,000.00/year
  • Client Success Specialist – Bilingual preferred

    Base Salary:
    $50,000 - $55,000
    $65,000 - $70, 000

    Ackroo is seeking a Client Success Specialist for a full time, permanent position at our Hamilton office. Building the next generation of gift card, loyalty rewards, marketing, and payment products, you will join a dynamic, fast-paced and highly skilled team that strives to deliver excellence in customer experience.

    This is a multifaceted role, which requires abilities in sales and client retention, customer support, on-boarding and training, as a member of a cross-functional team. Reporting to the Director of Onboarding & Client Success, the CSS will support Ackroo’s small-to-medium accounts. You will join a dynamic, fast-paced and highly skilled team with lots of opportunity for growth. You should be self-motivated, energetic, and have a passion for Sales, Account Management and Customer Service.


    • Onboard, train, and install Ackroo Online, Point-of-Sale, and Payment products for new and existing merchants within the Automotive, Retail, Hospitality and/or Petroleum industries; monitor support needs post-launch
    • Ensure successful and timely delivery of our products and solutions to our customers, new and existing, by managing and prioritizing deployment tasks and projects; coordinate with technology vendors, merchants, and other parties to see the project to completion
    • Coach merchants on leveraging the Ackroo suite of products and services to see positive ROI; leverage and understand merchant data to provide sales and marketing strategy and identify upsell opportunities
    • Manage key accounts and act as lead point of contact for all customer communication and account management matters; build and maintain strong, long-lasting client relationships
    • Achieve a shared team target for sales growth through development of existing accounts and customer retention; Report and present on current and forecasted sales targets 
    • Clearly communicate the progress of monthly/quarterly/yearly initiatives to internal and external stakeholders
    • Manage challenging client requests or issue escalations as needed; Maintain a high level of customer satisfaction and support for all products and services 
    • Collaborate with internal teams to obtain in-depth understanding of our products and execute on various client    projects and initiatives; Escalate product issues to Engineering team
    • Assist with 1st-line technical support overflow, as needed, by phone and email, based on product knowledge and provide refresher training on software utilization
    • Take ownership of customer issues, troubleshoot and see problems through to resolution

    Required Qualifications:

    • Minimum 2 years experience in B2B or B2C sales, account management and/or building customer relationships
    • Excellent communication skills, written and verbal, in English
    • Strong problem-solving and project management skills and attention to detail
    • Strong customer support skills
    • Ability to work in a cross-functional team and multi-task across multiple projects and support inquiries
    ·       Intermediate experience with Microsoft Office tools (Word, Excel, Powerpoint)

    Experience in any of the following would be considered an asset:

    • Outbound sales experience
    • Experience in Marketing, Payment and/or Rewards
    • Experience in Automotive, Retail, Hospitality and/or Petroleum industries
    • Bilingual English-French, with excellent communication skills, both written and verbal
    • Familiarity with Zendesk, or equivalent customer service and support ticket system
    • Familiarity with Salesforce, or equivalent sales and business CRM tools
    • Familiarity with delivering webinar presentations for training purposes
    • Familiarity with Google Suite tools such as Email, Chat, Meeting, Drive, etc.

    What We Offer:

    Great work environment, competitive pay, full employee benefits, stock options, high career growth capability, and on-going training and development.

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