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Client Solutions Analyst


This is a Full-time position in Toronto, ON posted June 11, 2019.

The Opportunity SHIFT started 18 months ago, received venture funding and is now growing quickly.

You would be coming in at the earliest stage to help us scale.

This is a tremendous opportunity for anyone who wants to learn & grow.

You’ll join our small Customer Success team and work closely with a co-founder and head of Customer Success.

The whole customer success team will be 3.5 people, including you, and the role covers a bit of everything (e.g., onboarding, support, adoption, retention) and all outcomes (e.g., NPS, renewals, up-sell, within client expansion).

Some challenges you’ll tackle: Analyze quantitative and qualitative user data to identify causes of and solutions to not progressing through our usage flow (e.g., people do 1 exercise but why not a 2nd, why does client A have a 70% usage rate of tool B while client C only has a 40% usage rate) Implement campaigns to increase user adoption of our tools Help a Co-Founder with creating and then testing hypotheses on product and service changes that will drive higher client NPS Run special improvement projects or research to better our product and what we deliver to users Help us build out internal dashboards and an insights engine to know where we are or are not succeeding with clients Help scale our Customer Success function Expect key goals such as: Convert pilot or trials into committed roll outs Achieve high client retention and renewal rates Expand usage within a given client (both number of users and which of our tools they’re using) Attain a high NPS rating of both our users and our paying clients You The ideal candidate is a driven and enthusiastic self-starter who is passionate about users and making clients successful plus a desire to make an immediate impact on a rapidly growing business.

You should be a scrappy entrepreneur who thrives in fast-paced and cross-functional environments and is comfortable with change.

He/she should be customer-obsessed.

Ideally you’d have an interest in teams, culture or anything related to the EQ side of business.

You Should Have A scrappy, entrepreneurial approach and willingness to learn and improve A spike of skill in at least one key area, and not terrible in any key areas (i.e., client advisory, creating client materials, running process and being organized, empathy & user understanding, data analysis) Experience in Customer Success for enterprise SaaS company a big plus Experience with or instincts for team effectiveness and culture change in big companies a plus Must be located in Toronto