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Firmex

Customer Success Associate (Remote)

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Toronto

3w ago
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Job Description

Remote
Firmex is a global software-as-a-service provider with corporate headquarters in Toronto, Canada. The company’s Firmex VDR service is the world’s most trusted virtual data room, having been used by over 140,000 companies worldwide to share confidential documents for due diligence, litigation and compliance.  

On a day-to-day basis, the Customer Success Associate is the single point of accountability for the customer from onboarding to adoption to expansion and retention. The CSA will be responsible for implementation planning, coaching customers to ensure they are maximizing their use of Firmex, managing escalations of at-risk accounts, actioning opportunities for account growth, and providing quarterly business reviews (QBRs) to key contacts. They must be comfortable at consulting with key client stakeholders to establish productive and trusted relationships, backed by a strong understanding of the customer’s business objectives. They will develop a deep understanding of the typical business challenges they face as they will be the clients trusted advisor, and advocate internally for their needs within Firmex. Excellent communication and organizational skills are critical to the success of this role.
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