Customer Success Specialist - D Ottawa

Company Description

RedMane Technology LLC is an application software consulting and systems integration company based in Ottawa, Vancouver, and Chicago. We design and build technology solutions focused on helping Indigenous communities across Canada use technology in supporting their most vulnerable citizens.

RedMane has earned an exemplary service reputation. Our primary objective is to ensure the solutions we design and implement meet or exceed the needs of our clients for their mission critical systems.

We are a problem-solving company. Technology is just our tool.

The Role

RedMane has a full-time opportunity for a Customer Success Specialist as we continue to grow our Ottawa based practice. The Customer Success Specialist provides technical support and education to our mCase customers by email, phone, or web conference. mCase is our low code, highly configurable SaaS product that powers key public sector case management solutions. This role focuses on helping customers get the most of their mCase investment, driving customer delight by identifying and satisfying customer needs, and maximizing product utilization.

Responsibilities & Role Requirements

• Analyzing customer utilization patterns to identify areas of risk, opportunity and need.
• Guiding customers through mCase functions, features and benefits.
• Providing mCase support and assistance to customers. This includes troubleshooting issues to help identify a root cause.
• Providing excellent customer service by understanding and addressing customer issues and needs.
• Sharing best practices with customers and encouraging their adoption.
• Providing mCase web-based training.
• Collaborating with peers and cross-functionally to resolve complex problems.
• Assisting with software testing and the creation of documentation.
• Conducting utilization reviews with customers, providing insight to utilization and making recommendations for improvement.
• Analyzing customer needs through technical support, discussion with customers, etc. then identifying and suggesting improvements to the mCase product management team.

Preferred Qualifications

• 1- B years of experience, with internships counting toward this, preferably in a software company or similar function
• Data-oriented, consultative approach to promote product utilization with customers.
• Bachelor- 7s degree or equivalent of work experience.
• Superb presentation, oral and written communication skills.
• Excellent organization skills, problem solving ability, and attention to detail.
• Demonstrated ability to quickly establish rapport with all level of personnel.
• Highly self-motivated with the ability to work independently.
• Proven ability to efficiently learn and apply new ideas and concepts.

All Professionals at RedMane are expected to possess these skills:

• A collaborative spirit, a team orientation, and a willingness and desire to contribute to the success of others.
• A strong ethical foundation, capable of thriving in an environment and culture where honesty, integrity, and accountability are core values.

We Offer You

RedMane has a great working environment, offering challenging and interesting work, a place where you can have fun and express your talent and creativity. A place where your voice is heard. A chance to make a significant contribution that will be recognized and valued. You will be working side by side with like-minded peers in a non-bureaucratic environment where sharing knowledge is the norm.

We believe you should have fun and enjoy growing your career; we provide the supportive and empowering environment to make it happen.

Market based compensation with a full range of benefits including medical, dental, vision, RRSP short and long-term disability insurance, etc