The Coordinator, Customer Success (Bilingual) will be responsible for ensuring that customers of Imagine Canada’s social enterprises – namely Grant Connect and the Standards Program – are deriving maximum value from our products and services, that we are acting as strategic partners in their success, and that we are constantly learning from them to inform product and service improvements. The ultimate goal for this role is not mere retention, but well-served, highly engaged, and long-term advocates of our products and services.
As a resident super-user, this role will be the front-line, day-to-day point of contact for English- and French-speaking customers across the country. Daily activities will include communicating with customers, helping them overcome hurdles large and small, liaising customer feedback to internal stakeholders, compiling and analyzing customer data to improve user experience, and supporting the development and execution of strategies to increase user adoption and success.
The focus of this role will be roughly 80% on bilingual customer success for Grant Connect and 20% on francophone-only customer success for the Standards Program.
Salary: $46,700 to $60,700