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CUSTOMER SUCCESS COACH

THE OPPORTUNITY:
At VelocityEHS our goal is to deliver the most complete, the most user friendly, and the quickest and easiest-to-implement Environmental Health and Safety (EHS), sustainability and risk management platform available. We are looking for a Success Coach who understands the value of nurturing customer relationships. You will ultimately be responsible for engaging with customers’ post-sales, driving user adoption and satisfaction and ensuring high retention and up-sells. This position requires prior customer success / account management or EHS experience.

The VelocityEHS work environment is dynamic, innovative and entrepreneurial. We have a results-oriented culture that demands intelligence, teamwork and follow-through. If you have these qualities and take pride in surprising and delighting customers, then this is the job for you – check out the details below and apply now.

PRIMARY DUTIES AND RESPONSIBILITIES:
• Develop, nurture and manage relationships with your customers. This includes increasing adoption, ensuring retention and promoting satisfaction.
• Be a trusted advisor to your customers and drive continued value of our products and services.
• Develop relationships with your customers that promotes advocacy of you and VelocityEHS.
• Understand the goals and objectives of your customers and help them achieve success.
• Identify and develop cross-sell opportunities.
• Be an advocate for your customers’ needs within VelocityEHS
• Manage the process to effectively address customer satisfaction and escalation of issues until resolved. This will include coordinating internal resources that interact with each customer.
• Provide troubleshooting of services to diagnose customer issues and what can be done to rectify the situation.
• Contribute solutions that positively impact the business and our customers, ideally becoming a trusted advisor to the customer.

EXPERIENCE AND QUALIFICATIONS:
• Bachelor’s degree or College Diploma in Business or related field, or equivalent work experience in the senior customer service/success industry.
• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
• Proven ability to drive continuous value of products.
• Comfort working with customers of all sizes.
• Impeccable written and verbal communication skills.
• Detail oriented and analytical.
• Strong team player but also a self-starter.
• Able to multitask and adjust priorities rapidly when necessary.
• Experience with Salesforce or other Force.com platforms.
• Proficient with the use of Microsoft Office 2003-2010 products (Outlook, Word, Power Point, Excel, etc.).
• Prior experience in working with executive level stakeholders.

PREFERRED QUALIFICATIONS:
• Knowledge of Environmental Health & Safety and/or Sustainability industry and legislation.
• Familiarity with web conferencing software, such as GoToMeeting, a plus.
• Experience in a Software as a Service (SaaS) environment and product training, a plus.
• Experience with Project Management skills and/or Consulting, a plus.

DESIRED PERSONAL PROFILE:
• You’re driven: No one needs to push you to excel, it’s just who you are.
• You’re eager to learn, adapt and perfect your work – you seek out help when needed and apply feedback appropriately.
• You want to help and serve our customers – they win, so you win.
• Empathy and ability to identify with a user mindset and understand business needs.

ABOUT VelocityEHS

VelocityEHS is a trusted supplier of EHS Management Information Systems (EMIS) to global manufacturing, energy, mining, biotech, food service, and transportation companies ranging in size from a hundred to over half a million employees.

The VelocityEHS Software Suite helps companies operate more sustainably, safely, and efficiently. By focusing on a rich and intuitive end user experience VelocityEHS has developed an unparalleled record of user acceptance and implementation success. VelocityEHS enables companies to reduce injuries, increase the effectiveness of regulatory compliance initiatives, perform audits and inspections, manage greenhouse gas reporting, and initiate or improve corporate sustainability programs.

VelocityEHS Core Goals

• Our workplace engages each of us to realize company and individual growth goals
• Our customer experience life-cycle creates a community of advocates
• Our product delights users and improves how they do their jobs
• Our financial performance enables us to realize our vision

At VelocityEHS, our values shape and influence all of our decisions and actions. These core values are demonstrated by all employees and contribute directly to results related to: Product and Quality, Customer Experience, People, Business Development, Operations and growth.
Interested candidates are requested to submit a resume, cover letter, and salary expectations to [email protected]. Salary is commensurate with experience.

We are an equal opportunity employer and welcomes applications from all interested parties. VelocityEHS encourages applications from all qualified candidates. Our company has a great record of accommodating persons with disabilities. Contact Nikki Buchan through email at [email protected], if you need accommodation at any stage of the application process or want more information on our accommodation policies. We thank you for your interest, however, only those candidates selected for an interview will be contacted. No agencies please.