Senior Customer Success Specialist (Hybrid)

We are seeking a highly motivated Senior Customer Success Specialist to join our dynamic team. In this role, you will be the crucial link between our organization and our mid-market clients, ensuring that their needs are met, and their expectations exceeded. You'll build and nurture strong relationships, leveraging insights and best practices to drive customer engagement and satisfaction. Your responsibilities will include orchestrating smooth client migrations, leading impactful onboarding sessions, and designing workshops to enhance product utilization. With a focus on success metrics and customer advocacy, you'll play an integral role in fostering a positive client experience and expanding their usage within our product suite. The successful candidate should be committed to driving business outcomes for clients.

Key Job Functions/Responsibilities

• Serve as the primary point of contact for mid-market clients, maintaining regular communication to understand their business needs and creating advocates for our platforms both at the home office and advisor levels.

• Conduct periodic business reviews to assess customer satisfaction and align on goals and strategies.

• Design and deliver interactive customer workshops aimed at enhancing feature usage, demonstrating best practices, and reducing churn across our user base.

• Partner with the Sales, and Delivery teams to facilitate the successful migration of clients.

• Lead new customers through a streamlined onboarding process, ensuring a smooth and efficient transition onto our platform.

• Deliver comprehensive onboarding and training sessions, to our compliance users using they become subject matter experts on our platforms.

• Conduct engaging group demonstrations for our customers to build awareness and understanding of our tools and offerings.

• Support Enterprise Customer Success Partners with BAU activities, including troubleshooting, remediation, research, reporting and other requests as needed.

• Analyze usage data to identify trends and provide actionable insights that encourage clients to maximize the benefits of the product.

• Identify opportunities to expand client usage within the product suite, offering solutions that add value and align with their business objectives.

• Collaborate with customers sales teams to drive adoption, upsell and cross-sell opportunities.

• Advocate on behalf of customers to improve their product experience and communicate feature updates effectively.

• Address client issues and questions in a timely and efficient manner, collaborating with support and technical teams when needed.

• Report on customer success milestones and achievements to internal stakeholders.

• Partner with marketing to ensure clients have our latest marketing materials that emphasize our competitive edge.

Basic Skill Level Requirements

Education:

• Bachelor’s degree or equivalent experience preferred

Experience:

• 5+ years as a customer advocate to drive customer renewal and retention

• Ability to work with the clients and develop the relationships

• Ability to serve as a business partner and trusted advisor

• Digital marketing or experience in a SaaS organization required

• Experience with financial services technology and products

Skills:

• Exceptional communication (written and verbal) and time management skills

• Strong client interfacing and client relationship building

• Ability to multitask and prioritize effectively

• Strong problem-solving, attention to detail and analytical skills

• Must have reliable internet connection and ability to work well independently

Tools:

• Microsoft Office Suite

• Salesforce

• Confluence

• JIRA

Recruitment Process

Throughout your application process, you may be asked to connect with us virtually or in-person. Our recruiters will explain how hybrid interviews will be held throughout the recruitment process, and they will be able to answer any questions you might have. 

Background Check Process

Broadridge requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

• Employment verification

• Education verification

• Credit inquiry

• Canadian criminal record check

Workplace Flexibility

We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible. 

At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours.

Accessibility & Accommodation

Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team.

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