Your role:
A Customer Success Administrative Assistant will play a key role within the organization to provide support to the Customer Success team.  Responsibilities will include answering and triaging in-bound customer requests (phone, email, website), managing Customer Success case queues, and assisting with scheduling.  Additional responsibilities include responding to billing inquiries, collection requests, customer events, monthly reporting, and other administrative tasks. A high degree of professionalism, organization, customer empathy and ability to act as a positive ambassador for the department and organization is crucial.

Your responsibilities: 

• Assist and coordinate Customer Success activities by setting up phone calls, demonstrations, webinars and various correspondences between our regional teams
• Triage customer requests, cases, and schedule meetings for team members
• Answer phone calls, relay messages to appropriate departments and individuals
• Perform administrative duties in Salesforce such as data entry, client file updates, and ensuring data accuracy
• Coordinate with Global Relay’s Provisioning, Support, Accounting, Training and Legal teams to respond to partner/customer inquiries and questions
• Ensure customer success processes are updated on internal Wiki
• Compose external correspondence to Global Relay customers in a professional and friendly matter.
• Follow-up on inbound Customer Success inquiries, sales demo inquiries and product questions
• Help drive and manage special projects and customer campaigns as needed
• Various other duties as projects arise

About you:

• Post-secondary education complemented by relevant work experience or training; Bachelor's Degree is preferred
• Minimum 2 years relevant customer service experience
• Excellent English communication skills, interpersonal, presentation and listening skills
• Proficient in Microsoft Office applications (Word, Excel, Access, PowerPoint & Outlook) and Confluence
• Previous experience with customer relationship management platforms such as Salesforce an asset
• Familiarity with vlookups and pivot tables helpful
• Strong work ethic with a willingness to multi-task and be flexible to take on varied responsibilities.
• Exceptional time-management and organizational & prioritizing skills with great attention to detail is essential
• Comfortable working with technology and computers and demonstrates the ability to learn new software quickly
• Ability to exercise tact and discretion and can be entrusted with confidential information
• Good judgment to proactively and independently solve problems and make decisions
• Goal-oriented self-starter who can work independently and reliably with minimal supervision and has an appetite for continuous learning; comfortable working under pressure in a fast-paced environment
• A friendly, “can-do” attitude and customer focused approach that will enable you to deal with challenging situations with integrity, empathy and sincerity