Job Posting
About TalentClick:
This is your chance to join an amazing team that is making its mark on the world! TalentClick Inc. (www.talentclick.com) is a software company specializing in HR technologies for employers (B2B SaaS). In over 100 countries and in 25+ languages, organizations use TalentClick’s solutions to hire and develop top performers.
Clients use our cloud-based software (psychometric assessments; employee engagement surveys; 360 degree reviews; and more) to improve quality-of-hire, employee engagement, and productivity, while also helping decrease employee turnover, theft, fraud, harassment, violence, and safety-related incidents.
Organizations using our tools include: the Ontario Ministry of the Solicitor General, VIA Rail, Canadian Forest Products, Alberta Motor Association, Insurance Corporation of British Columbia, Saskatchewan General Insurance, RCMP, Chicago Transit Authority, Philadelphia Transit (SEPTA), BC Pavilion Corporation, and many more around the world.
About The Role:
As the Bilingual Customer Success Specialist at TalentClick, you will serve as a relationship builder with a wide range of our clients/customers across industries as these employers look to us to help them build great teams and great cultures. You will help build and execute client-engagement programs, develop innovative approaches to customer satisfaction and create service measurements of success for TalentClick clients. You will be a highly collaborative partner who is passionate about driving client happiness and delivering successful outcomes.
Reporting to the VP Operations, you will partner with TalentClick Sales, Marketing, and Technical Support to optimize the client experience and ensure our clients achieve their desired outcomes.
The primary mode of contact with clients and partners is by phone and web meetings, and at least 50% of your time will be spent making outbound “warm” calls to existing and prospective clients. Procedural manuals, email templates, and phone scripts have been developed to provide a starting point, which you should follow at first, but you may then work with TalentClick colleagues to revise as needed. This role is ideal for someone who enjoys talking on the phone for several hours each day, connecting with clients to uncover needs, present options, upsell our solutions, and close deals.
The successful candidate will be fully bilingual in written and spoken English/French.
While our head office is in downtown Vancouver, BC, this is a remote work-from-home role which must be based in the Eastern Time Zone of Canada. (This is important to service our clients in eastern North America and in Europe).
The role may be part-time (minimum 24 hours/week) or up to full-time (37.5 hours/week). There is some flexibility in scheduling for the right candidate (though the nature of the role requires at least 3-4 hours each weekday).
Day-to-day you will be involved in these key tasks:
- Reach out by phone to warm inbound leads, and follow up with virtual presentations to nurture and eventually close the business of smaller accounts.
- Schedule Zoom calls and conduct regular check-ins with current clients and partners, including phone calls 30, 60, and 90 days after new account setup and onboarding.
- Introduce new products, resources, upcoming events, webinars, and case studies during the phone/Zoom calls.
- Obtain details from clients for Customer Stories and testimonials.
- Create Account Summaries (metrics data, usage info) and complete account renewals.
- Collaborate with the sales team to identify upsell opportunities and contribute to revenue growth.
- Track customer interactions and feedback to inform product development and improvements.
- Respond to incoming questions and requests as a TalentClick expert!
- Track and analyze TalentClick NPS feedback, providing timely follow-ups with clients as required.
- Build relationships and trust with customers to wow them, retain them, and grow new business.
About You:
You have an outgoing and positive personality, with high energy and a desire to interact with people “live” by phone and via virtual meetings (Zoom, MS Teams etc).
You are a naturally curious person, who learns about your customers’ business, partners with them to plan success, and continuously delivers their desired outcomes.
You are a process-oriented and analytical thinker, who seeks to constantly assess the current state of systems, and implement improvements.
You are a collaborative team player, who inspires action, strives for continuous improvement, practices & expects self-accountability.
You are a data-driven problem solver, who places great value on systems of record, looks for stories in the numbers, and acts based on quantitative insights.
What You’ll Need:
- 100% fluency in English and French, with excellent verbal and written skills in both languages.
- 2+ years of client-relationship / customer success experience in a call centre, customer service or client care department, sales, account management, project management, or training.
- Experience in software/technology is preferred but not required. Knowledge of Human Resources technologies and a desire to support HR professionals is also an asset but not required.
- Bachelor’s degree or college diploma in a related field is preferred, but relevant work experience and engaging personality are more important than formal education.
Compensation & Benefits:
- Base Salary: $60,000 to $70,000 per year, depending on experience
Bonuses & Commissions (based on performance) - Vacation: 3 weeks of vacation (plus all statutory holidays AND your birthday off!)
- Comprehensive health Benefits package
- Two 2-day trips per year to Vancouver, BC for all-staff planning and strategy meetings
How to Apply:
Please email your resume to: Info@TalentClick.com
We thank all applicants in advance. However, due to the volume of enquiries, we will only respond to qualified applicants whom we wish to interview.
