Customer Success Administrator

Maplesoft™ is a leading provider of software tools for engineering, science, research and teaching. Maple is math software that combines the world's most powerful math engine with an interface that makes it extremely easy to analyze, explore, visualize, and solve mathematical problems. Maple's powerful mathematics engine allows students to analyze, explore, visualize and solve complex mathematical problems.

We are looking for an enthusiastic Customer Success Administrator to join our team in Waterloo.

Join our team and help inspire a companywide culture of customer success, putting our customers at the heart of all we do. The Customer Success Administrator will work closely with our Marketing and Sales teams to ensure our customers are getting the most out of our products. The Customer Success Specialist will support our renewals process by maintaining pipeline of upcoming renewals and securing renewal prior to expiry.

Key Responsibilities

• Promptly and professionally receive incoming customer inquiries through phone, email, Service Cloud or other channels and route the request appropriately.
• Become an advocate for the customer by ensuring that support requests and feature requests are escalated, timelines and expectations are communicated back to the customer, and that solutions are provided in a timely manner.
• Help administer renewals, including proactively reaching out to customers prior to the end of the license term, presenting the new rate, processing renewals, and triaging issues to the appropriate teams.
• Engage with customers to understand how they are using our products and to promote the services we offer.
• Leverage client data and behavior to proactively identify customer risk and growth opportunities; develop comprehensive strategies to address and/or limit risk.
• Positively represent the company with a strong emphasis on superior customer service with an ultimate goal of customer retention.
• Collaborate with cross-functional teams to ensure seamless experiences for customers.
• Ensure that Salesforce information is accurate and maintained correctly.

• Post-secondary education in a related field or equivalent experience.
• Proven success in a customer facing role.
• Experience with Salesforce would be considered an asset.
• Customer-first orientation and approach.
• Strong organizational and time-management skills.
• Exceptional communication skills. 

Our teams build world-class software and services for system simulation, calculation management and systems engineering. Our product suite reflects the philosophy that given great tools, people can do great things!

Maplesoft offers a collaborative culture and the opportunity to work on some of the most innovative and exciting projects in the industry. We are committed to providing every employee with professional growth opportunities, a supportive work environment, and excellent compensation and benefits.

Maplesoft is committed to integration and equal opportunity. Accommodation throughout the recruitment process is available upon request.