Customer Success Specialist – Europe

If you want to be instrumental in scaling up a rapidly growing and innovative software company onto a global stage, and if the current digitization of the manufacturing sector fascinates you, then this opportunity is hard to beat since you will be part of creating the future in manufacturing. JOB SUMMARY  JOB SUMMARY We are looking to hire a Customer Success Specialist to provide customer support for our suite of hardware and software products. We are looking for the best people: self-motivated and driven professionals with very high ethical standards. You will be responsible for ensuring customer satisfaction by means of quick response to maintenance support requests, general help desk type requests, and being very proactive with our quickly evolving product offering. You will be accountable for ensuring that existing customers continue to gain business value from our solution and maximize adoption. Fluency in French is a requirement. Best fits for this role tend to come from Engineering, Operations, and Consulting backgrounds. If the candidate has a programming background, there is also an opportunity to work within our team on software development projects. Your role will grow as you gain experience – in time, you could become involved with Customer Advocacy, Pre and Post-Sales Support, Customer and Partner Training, and Field Services. What you’ll be doing: 
  • Help Desk: Manage customer support cases on a day-to-day basis, including monitoring of the incoming queue, answering the support phone line, and escalate cases appropriately and in a timely manner.
  • Support: Diagnose and troubleshoot technical issues, including account setup and configuration. Determine the cause and solutions or workarounds to an issue. You will need to work with senior team members while learning how to effectively diagnose issues, but should become very self-sufficient, eventually providing ideas and feedback as to how we can enhance our product to avoid these issues in the future.
  • Adoption: Present and discuss new features with the customer, perform the changes, then review and validate with the customer.
  • Communication: Communicate with Customers about software features, provide training, and assist with implementation.
  • Process Improvement: Help build our Knowledge Base and engage in continuous improvement by creating written materials that can be shared amongst the team as well as with our partner community and customers.
  • Advocacy: Engage and support Continuous Improvement initiatives by assisting customers with improvement insights
We are looking for candidates with: 
  • Diploma & Technical Certification in Engineering, Computer Science or Business Administration.
  • Excellent problem solving and communication skills. Fluency in French is a requirement
  • Ability to self-manage and be proactive when your tasks are complete.
  • Knowledge of Electrical Wiring, PLC programming are advantages.
  • Experience working in manufacturing environments and good understanding of manufacturing practices and Operational Excellence are valued
  • Experience working directly with customers
  • Good organization and time management skills an absolute must.
  • Customer Service experience and experience working with cross-functional teams
  • Ability to apply theoretical concepts to practical applications and installations.
  • An entrepreneurial and fast-growing software company, both through organic growth and acquisitions
  • Access to best practices and growth opportunities through our owner Constellation Software
  • Competitive compensation, flex hours, and a comprehensive benefits package
  • We take great pride in our first-class team and family-like culture. “Open-door” communication
  • The premium and most progressive product on the market
  • This is a full-time and permanent position.
PRODUCT DESCRIPTION Shoplogix is an advanced IIoT software platform that increases efficiency, boosts productivity, and improves performance in manufacturing. We offer an innovative web-based solution that transforms the way we see, analyze, and interpret data to drive machine and process efficiency on the plant floor. Our cloud-based performance management solution delivers real-time visual tracking and analysis of production and automatically highlights the opportunity cost of downtime in a highly visual and intuitive reporting interface. Shoplogix integrates data visualization with powerful analytics to expose hidden losses, eliminate waste, and accelerate continuous improvement and operational excellence. COMPANY DESCRIPTION Shoplogix is a fast-growing and highly innovative organization focused on delivering smart, could-based, software solutions that improve production performance for manufacturers worldwide. We have customers in 32 countries and direct representation in 11 countries. Shoplogix is an autonomous company under Constellation Software, the largest software group, and the most successful technology stock in Canada over the last 10 years [TSX: CSU]. Shoplogix is in a unique position as it has the long-term and full backing of Constellation Software including access to their best practices and career opportunities. At the same time, Shoplogix has a highly entrepreneurial and dynamic culture given it operates as a fully autonomous company. We have very ambitious growth targets and we have only begun to scratch the surface of the addressable market. We need your help to create something very special – a world-class global Smart Factory Software Platform company in manufacturing. The manufacturing industry is undergoing a digital transformation and trends like IoT, AI, and Industry 4.0 play right into our offering. Our ambition is to create a Smart Manufacturing vertical through organic growth but also through acquisitions. We value curiosity, drive, transparency, and engagement. Our headquarters are located in the beautiful town of Oakville and we are moving to brand new offices (in Oakville) at the beginning of 2020. This position will be located in Europe with the location dependent on the candidate. There is flexibility regarding working from home.   Note: The job location in Europe can be somewhat flexible based on the candidate with Postdam, Germany as the center point. To apply, please submit your resume to Roseanne Quintanilha at or through Linkedin by clicking here.