Position Overview
As a member of the Intelex Global Services and Support team you will be responsible for ensuring that Enterprise level customers completing an implementation are successful in rolling it out to their business.
The Customer Success Analyst will assist newly transitioned customers with roll-out strategies, introductions to Intelex online content and assistance, refresher training, minor changes and fixes, and best practices.
The Customer Success Analyst will also be responsible for working with the customer to lay out success criteria, and the metrics and measures needed to track against them.
Responsibilities and Deliverables
With more than 850 clients and 750,000 system users across dozens of industries, Intelex Technologies Inc. is a leading global provider of environment, health & safety (EHS), quality and business performance management software.
Trusted for more than two decades, Intelex's scalable, web-based platform and suite of EHS, quality and business performance applications have helped clients across all industries improve performance, reduce risk, streamline their business processes and ensure sustained compliance with internationally accepted standards and regulatory requirements.
Intelex continues to win an array of accolades, having been named one of Canada's Best Managed Companies, as well as ranking in the Deloitte Technology Fast 500 North America for five consecutive years and Deloitte Technology Fast 50 North America for three years. Intelex was included on the GTA’s Top Employers exclusive list for three years in a row and Best Employers in the GTA for two years; the results were published in The Globe and Mail and Toronto Star. Intelex was also named one of Canada's 50 Best Small and Medium Employers two years in a row and ranked in the Great Place to Work in Canada list for the past two years.
As a member of the Intelex Global Services and Support team you will be responsible for ensuring that Enterprise level customers completing an implementation are successful in rolling it out to their business.
The Customer Success Analyst will assist newly transitioned customers with roll-out strategies, introductions to Intelex online content and assistance, refresher training, minor changes and fixes, and best practices.
The Customer Success Analyst will also be responsible for working with the customer to lay out success criteria, and the metrics and measures needed to track against them.
Responsibilities and Deliverables
- Work with newly live customers to foster the use of our online tools and information sources.
- Assist customers with roll out strategies and best practices.
- Manage, deliver, or assist with small changes and fixes to issues discovered during initial production stages.
- Act as an escalation point for issues arising during the roll out of our solutions.
- Schedule and conduct regular follow-up meetings with customers to ensure their continued success.
- When required, own the development of a post implementation summary, or report card.
- Act as a gate keeper for the transition from Services to Support, and ensure all documentation, SLA's, and information is complete and accessible.
- Proactively report and monitor customer usage and success to internal stakeholders.
- Create and manage a KPI showing the use and penetration of our solutions.
- Monitor and track expected vs actual usage of our solutions.
- Review open Support tickets with our Application Support Group to ensure successful resolutions.
- Reports to the Director of Customer Support.
- Fosters close cooperative relationships with the Services Team, Support Team, and Product Management.
- Builds and maintains relationships with cross functional teams within the organization.
- Degree in Computer Engineering, Computer Science, Information Technology, Environmental Sciences or a related discipline.
- Consulting, training or implementation experience on enterprise level software projects, including a demonstrated ability to execute the role out of technology to large Enterprise environments.
- Relentlessly optimistic about our solutions and technology.
- The skills and experience necessary to carefully balance Customer Advocacy with the goals and direction of the business.
- Able to resolve technical issues and questions through investigation, and assistance of others.
- Knowledge of Environmental, Health & Safety and/or Quality Management Systems, considered an asset.
With more than 850 clients and 750,000 system users across dozens of industries, Intelex Technologies Inc. is a leading global provider of environment, health & safety (EHS), quality and business performance management software.
Trusted for more than two decades, Intelex's scalable, web-based platform and suite of EHS, quality and business performance applications have helped clients across all industries improve performance, reduce risk, streamline their business processes and ensure sustained compliance with internationally accepted standards and regulatory requirements.
Intelex continues to win an array of accolades, having been named one of Canada's Best Managed Companies, as well as ranking in the Deloitte Technology Fast 500 North America for five consecutive years and Deloitte Technology Fast 50 North America for three years. Intelex was included on the GTA’s Top Employers exclusive list for three years in a row and Best Employers in the GTA for two years; the results were published in The Globe and Mail and Toronto Star. Intelex was also named one of Canada's 50 Best Small and Medium Employers two years in a row and ranked in the Great Place to Work in Canada list for the past two years.
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