About Us: Ingenio is at the forefront of digital transformation in the legal industry. We design and build innovative software solutions that empower legal practices to operate more efficiently, effectively, and transparently. As a trusted partner to law firms and legal departments, we are dedicated to delivering transformative change through cutting-edge technology, grounded in our core values of trust, accountability, ingenuity, and transformative change.
Job Description: We are seeking a dynamic and motivated Customer Success Specialist to join our growing team. As a Customer Success Specialist at Ingenio, you will play a crucial role in ensuring that our clients achieve their desired outcomes using our software solutions. Your primary responsibility will be to guide our clients through the onboarding process, provide ongoing support, and act as their advocate within Ingenio. Your goal is to drive customer satisfaction, retention, and growth by ensuring that our clients derive maximum value from our products.
Key Responsibilities:
- Client Onboarding: Lead the onboarding process for new clients, ensuring a smooth transition and successful implementation of our software solutions.
- Customer Support: Provide timely and effective support to clients, addressing their questions, concerns, and technical issues. Serve as the primary point of contact for customer inquiries.
- Client Engagement: Build and maintain strong relationships with clients, regularly checking in to ensure they are using our software effectively and achieving their goals.
- Product Advocacy: Act as the voice of the customer within our organization, communicating feedback to our product development team to help shape future product features and enhancements.
- Training & Education: Develop content and conduct training sessions for our clients and users, including the creation of educational resources to help clients maximize their use of our software.
- Retention & Growth: Help developer and monitor customer health metrics and proactively address any potential issues to ensure high levels of customer retention. Identify opportunities for upselling and cross-selling additional services or features.
- Data-Driven Insights: Utilize customer data to identify trends and insights that can be used to improve the customer experience and drive business growth.
Qualifications:
- Experience: 2+ years of experience in customer success, account management, or a related role, preferably in a legal technology or SaaS environment.
- Legal Knowledge: Familiarity with corporate law practices and the challenges faced by legal professionals is highly desirable.
- Technical Proficiency: Comfortable with software and able to quickly learn new tools and platforms.
- Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner.
- Customer-Centric: A passion for customer success and a deep commitment to helping clients achieve their goals.
- Team Player: Ability to work effectively with cross-functional teams, including sales, product development, and marketing.
Additional Qualification We Value:
- Autonomous / Self-Starter: Demonstrated ability to take initiative and work independently with minimal supervision, proactively identifying and addressing customer needs and challenges.
- Resourcefulness: Creative problem solver who can leverage available resources, tools, and networks to find effective solutions to customer problems and improve the overall customer experience.
- Problem-Solving: Strong analytical and problem-solving skills, with the ability to think critically and strategically.
- Critical Thinking: Able to anticipate potential roadblocks, develop contingency plans, and think several steps ahead to prevent problems before they arise.
- Adaptability: Comfortable working in a fast-paced, rapidly changing environment.
Benefits:
- Competitive salary and performance-based bonuses
- Flexible work environment (remote, hybrid, or in-office)
- Comprehensive health, dental, and vision insurance
- Professional development opportunities
- Paid time off and holidays
- Opportunity to work with a talented, innovative team and make a real impact in the legal industry
How to Apply: If you are passionate about helping clients succeed and are excited to work at the intersection of law and technology, we would love to hear from you! Please submit your resume and a brief cover letter explaining why you are the ideal candidate for this position to [email protected].
Ingenio is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Types: Full-time, Fixed term contract
Contract length: 12 months
Pay: $41,475.66-$89,105.08 per year
Benefits:
Schedule:
Experience:
- SaaS: 1 year (required)
- Customer service: 2 years (required)
- Analysis skills: 1 year (preferred)
Language:
Location:
- Calgary, AB T2P 3H9 (preferred)
Work Location: In person
