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HighlightTA - Client Success Specialist

London, Ontario - Europe *2d ago

In Office EMEA EdTech Customer Success Manager Client Onboarding Client Consulting Salesforce CRM Management

Requirements

• Post-secondary diploma or degree, or equivalent practical experience. • Previous experience in a customer-facing role with a strong focus on communication and relationship-building. • Strong written and verbal communication skills, with the ability to communicate clearly, professionally, and confidently with clients. • Composure and empathy with frustrated clients, including the ability to de-escalate. • Comfortable making proactive outbound calls to clients, initiating conversations, and confidently discussing service needs, renewals, and additional opportunities. • A genuine interest in solving client problems. • Sound judgment on when to resolve, when to escalate, and when to transfer. • Accuracy and attention to detail when booking services and preparing quotes. • Organized enough to juggle a high volume of inquiries and keep follow-up commitments. • Comfort with software tools and a willingness to learn OSG systems. • Exposure to CRM software. OSG uses Salesforce. • Familiarity with workplace health and safety training or compliance. • No prior client success or inside sales experience needed. This is an entry-level role and OSG provides structured training. • We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews. • This posting is for a current, open position within OSG. • This opportunity is offered through HighlightTA, the on-demand talent team supporting OSG's growth. • OSG on LinkedIn https://www.linkedin.com/company/osgworkplacewellbeing/home/ • HighlightTA on LinkedIn https://www.linkedin.com/company/highlightta/

Responsibilities

• Respond to inbound client contact by phone, email and chat within established service standards. • Resolve client support and troubleshooting issues, escalating and coordinating with internal teams through to closure. • Provide technical support to online learning clients, troubleshooting platform issues and helping ensure a smooth learning experience. • Answer client questions about OSG training, consulting and online services. • SERVICE BOOKING AND SALES • Book services for clients on request, confirming the request is understood so the right service is recommended and processed correctly. • Identify additional client needs during conversation. Book additional services directly where no further discovery is required, and make a warm transfer to the appropriate team member where further discovery is needed. • Proactively contact clients to coordinate and schedule evaluations, working closely with the Training Coordinator to ensure timely bookings. • RETENTION AND RENEWAL • Make proactive outbound calls to clients ahead of certificate and service expiry to secure recertification and renewal. • Onboard clients to OSG services. • INTERNAL SUPPORT AND ADMINISTRATION • Provide administrative support to the Sales team. • Track client interactions, issues and outcomes in the CRM. • Maintain working knowledge of OSG’s service catalogue and relevant health and safety regulatory changes.