Customer Experience Specialist

Have you heard of BlueCat? We’re one of those hidden gems that’s been disrupting the market as a key player in the rapidly growing space of Intelligent Network Operations. Organizations require a new model of network operations that links foundational core services with a deep, predictive understanding of network health and performance to improve change readiness. BlueCat’s Intelligent NetOps is a first-to-market combination of systems of understanding and change. BlueCat enables teams to enhance agility and mitigate risks from high rates of change with a unified management lifecycle, from provisioning to proactive troubleshooting and remediation.

At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including Technology, Today's Youth and Women, and Mental Health and Inclusion.

Here is what you need to know about our Customer Success Operations team: We are a technologically savvy and proactive team dedicated to outstanding customer experiences. We love problem solving and we take pride in being the face of BlueCat for our customers. We enjoy and thrive on receiving feedback and having the opportunity to voice the needs of our customers to the overall organization. Think of us as BlueCat’s central operations team!

As a Customer Experience (CX) Specialist, you bring the voice of the customer to all areas of our business and build experiences that scale. This is a dynamic position and you must be comfortable with frequent multi-tasking between management, technical, business, strategic, marketing, and planning activities.

Every day will bring new and exciting challenges. You will:

·      Campaign Management: Oversee execution of internal and external campaigns, such as our Feature of the Month series, Welcome emails, Webinars, and video content.

·      Content and Template creation: Collaborate across teams to create and update slide decks, knowledge base articles, and templates for recurring CS activities and centralize them in Confluence

·      Totango Platform: Maintain the Totango CSM platform, driving value from customer data, enhancing reporting, tracking, and survey result collection and utilization while expanding the platform usage

·      Customer Marketing Liaison: Collaborate to enhance all end-user touchpoint experiences (New Community Portal, campaign coordination, BlueCat CS best practice blogs), distribution list requirements, monthly newsletter content, white paper/PR/case study/success story collection and creation, event awareness and promotion

·      Customer Feedback and Performance Metrics: Regularly analyze customer feedback to identify trends and insights that can inform CS strategies and initiatives. Monitor key performance indicators (KPIs) to measure the effectiveness of CS initiatives and drive continuous improvement.

·      Stakeholder Communication: Maintain clear and effective communication with stakeholders to ensure alignment of CS goals and initiatives.

Skills and Experiences Required:

·       Degree in marketing, business, communications, or equivalent

·       Minimum 3-5 years of experience in a Customer Success role and/or 1-3 years of experience in a CX Specialist role with a direct impact on customer experience initiatives while working in cross-functional teams

·       Prior work experience within a fast-paced technology company

·       Understanding of Project Management practices

·       Strong team player who demonstrates a high level of initiative and attention to detail

·       Advanced proficiency in Salesforce

·       Experience with Totango and Marketo would be an asset

If you share our enthusiasm for the future of our company and are eager to contribute to our vibrant workplace, we look forward to receiving your application! Our comprehensive benefits encompass your health, financial well-being, and overall wellness, and we are committed to providing an exceptional work environment, enriching employee programs, and fostering a remarkable company culture. At our core, we champion values such as transparency, curiosity, respect, and above all, the pursuit of enjoyment.

In addition, we offer a range of appealing perks, including:

A Professional Development Budget

Dedicated Wellness Days and Wellness Week

A Lifestyle Spending Account

An Employee Recognition Program

Join us in shaping the future of our organization, where your talent and dedication can truly thrive. We invite you to apply and become a valuable member of our team!

BlueCat is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. BlueCat will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.