Customer Success Specialist

As part of this role, you will be responsible for supporting clients throughout their journey with flovver. From acting as their primary point of contact to delivering training, offering tailored advice, and ensuring their long-term satisfaction, you will play a key role in building strong relationships. By collaborating closely with internal teams and sharing valuable client feedback, you will contribute directly to enhancing our platform and driving continuous improvement.

Primary contact: Act as the main point of contact for clients, answering their questions, resolving issues, and providing personalized support.

Ongoing monitoring: Closely track client progress and autonomy, ensuring they are informed at every step and fully understand the process details.

Active listening: Pay attention to client needs and concerns, and collaborate with internal teams to deliver appropriate solutions.

Client training: Deliver training sessions on how to use our loan management platform and explain the benefits of our services.

Guidance and advice: Advise clients on optimizing their use of the platform, helping them make informed decisions and plan their business effectively.

Relationship building: Develop strong, lasting relationships with clients and maintain regular follow-up to ensure ongoing satisfaction.

Continuous improvement: Identify opportunities to enhance our services and gather client feedback to contribute to the evolution of our offering.

Cross-team work: Collaborate closely with development, onboarding, and management teams to guarantee a smooth and consistent client experience.

Feedback sharing: Communicate client feedback and relevant insights to support the continuous improvement of our processes.

The Ideal Profile

• Strong organizational and project management skills.
• Excellent communication abilities.
• Professional and approachable with both clients and internal teams.
• Advanced technical skills in Python, Django, HTML, CSS, JavaScript, and Docker.
• Knowledge of AWS infrastructure.
• Ability to work independently while fostering team collaboration.
• Ability to engage in client farming without pressure, when appropriate.
• Strong analytical skills to evaluate marketing performance and identify opportunities for improvement.
• Adaptability to quickly adjust to changes and manage multiple priorities.
• Passion for Flovver’s mission and values, with a strong desire to contribute to its growth and visibility.

• 2 to 5 years of experience in customer success, account management, or client support within a SaaS, fintech, or technology environment.
• Proven experience managing client relationships and delivering high-quality customer service.
• Experience in product training, onboarding sessions, or personalized client support.
  Proficiency with CRM tools (e.g., Salesforce, HubSpot) and support platforms (e.g., Zendesk, Intercom).
• Experience analyzing client needs and proposing tailored solutions.
• Experience collaborating with product, sales, and technical teams.
• Demonstrated ability to manage multiple client accounts or projects simultaneously.
• Knowledge of loan management solutions, fintech, or financial products (asset).
• Bilingualism in French and English, both spoken and written.

*Any combination of education and experience will be considered.