Client Success Representative

Client Support Ottawa, Ontario


Description

The Campaigner Client Success Representative reports directly to the manager of the Campaigner Client Success group, and is a key member of a dynamic, performance-driven team. The position’s primary role will be responsible for managing both pre- and post-sales relationships with j2 Global’s Campaigner cloud-based service prospects and customers.

 

The  Client Success Representative’s responsibilities are divided into two main support functions:

  1. In the pre-sales role, you will prepare training material, conduct end-user training webinars and assist the Sales organization with communicating the Campaigner value proposition and solution to potential clients.
In the post-sales role, you will serve as advisor and consultant in helping clients deploy and customize their Campaigner solution. Your technical abilities and business acumen will be critical in customizing, trouble-shooting issues, and answering technical questions as they arise, you will also serve as second-line support for our Customer Service organization.

Job Duties:

  • Work in a technical sales support capacity assisting the Sales organization with closing larger deals.
  • Dedicated account specialist for Enterprise Customers.
  • Provide detailed feedback and make suggestions for training improvements for Sales and Customer Service.
  • Prepare and deliver training material to support new and existing product releases.
  • Develop and maintain a close relationship with customers in an after-sales capacity and assist customers with customizing their version of Campaigner to meet their specific business needs. This includes custom fields, sales process, sales structure/organization, email templates and various other administrative features.
  • Serve as a second line of technical support for our Customer Service organization.
  • Lead webinars and demonstrate product features to prospective and current customers.
  • Report on various business metrics such as churn, account usage and adoption trends.
  • Serve as the “voice of the customer” in providing feedback to the Engineering, Marketing, Corporate Sales and Quality Assurance teams on new product enhancements, operating problems and bugs, and unique feature requests.
  • Identify product improvements or new features by remaining current on industry trends and market activities.
Job Requirements and Experience:
  • Minimum of 5+ years of experience in a Technical Support or Systems Engineer capacity.
  • Bachelor’s Degree desired or equivalent experience.
  • Experience with configuring and managing customer-facing software solutions; experience with SaaS products and Email Marketing applications is mandatory.
  • Familiarity with HTML and CSS is required.
  • Experience with API and integrations a plus.
  • High level of professionalism and willingness to approach work with a sense of urgency.
  • Exceptional teamwork abilities.
  • Record of strong initiative and follow-up.
  • Superior technical and problem solving skills.
  • Experience resolving user-related technical problems by giving directions over the phone.
  • Ability to suggest alternative solutions, innovate and use past experience to streamline implementations.
  • Excellent interpersonal skills and being an effective verbal and written communicator; able to successfully communicate technical and non-technical information to people at all levels, both within and outside the business.
  • Positive, customer-focused attitude.
  • Excellent organizational and time management skills strongly desired due to the fluid priority change nature of the position.
  • Having developed training and support materials would be considered a plus.
  • Understanding of sales cycle would be beneficial.
PC proficiency; knowledge of Microsoft Office programs, especially Excel and Outlook.

About j2 Global

Founded in 1995, j2 Global® (NASDAQ:JCOM) is an award winning, leading provider of Internet services through its two divisions: Business Cloud Services and Digital Media.

The Business Cloud Services Division offers Internet fax, virtual phone, hosted email, email marketing, online backup, unified communications and CRM solutions. It markets its services principally under the brand names eFax®, eVoice®, FuseMail®, Campaigner®, KeepItSafe® and Onebox® and operates a messaging network spanning 49 countries on six continents.

The Digital Media Division, created with j2 Cloud Services’ November 2012 acquisition of Ziff Davis, Inc.

Ziff Davis, Inc. is the leading digital media company specializing in the technology, gaming and men's lifestyle categories, reaching over 117 million unique visitors per month. Ziff Davis sites include IGN.com, PCMag.com, AskMen.com, ComputerShopper.com, ExtremeTech.com, Geek.com, LogicBuy.com and Toolbox.com. Ziff Davis also operates NetShelter, the largest community of technology publishers dedicated to consumer electronics, computing and mobile communications. Ziff Davis B2B is a leading provider of online research to enterprise buyers and high-quality leads to IT vendors.

As of December 31, 2016, j2 Cloud Services had achieved 21 consecutive fiscal years of revenue growth.

For more information about j2, please visit www.j2global.com

Our Culture:

At j2 Global®, we work in a culture of collaboration and welcome those who desire to join our growing global community. We seek enthusiastic individuals with an entrepreneurial spirit looking for an environment that rewards your best work.

J2 Global offers competitive salaries, health benefits, a 401k, and company-sponsored events. If you’re seeking a dynamic work environment where you can see the direct impact of your performance, then j2 is the place for you.

J2 Global® is an Equal Opportunity Employer.