Customer Success Project Specialist
Customer Success Project Specialist
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Job Description
Summary
We are seeking a proactive and detailoriented Customer Success & Project Specialist to join our growing sales team. In this role youll blend customer success and project management to ensure clients using our Emmy Award winning software BlackTrax and WYSIWYG achieve maximum value and smooth implementation across creative and technical projects.
Youll be a trusted advisor to lighting designers event planners system integrators and technologists guiding them from onboarding and training through adoption optimization and expansion. Additionally you will oversee the coordination of client projects ensuring timelines deliverables and customer goals are met.
Key Responsibilities
Customer Success & Relationship Management:
- Own and manage the customer lifecycle postsale focusing on onboarding training and adoption.
- Build strong relationships with key accounts to ensure satisfaction retention and growth.
- Serve as the primary point of contact for customer inquiries related to product use best practices and feature enablement.
Adoption & Value Realization:
- Educate customers on product capabilities to help them unlock the full value of our products.
- Proactively engage clients especially those showing potential churn risk.
- Advocate for customers relaying feedback to product and engineering teams to influence roadmaps.
CrossTeam Collaboration:
- Partner with Sales to identify upsell/crosssell opportunities and renewals.
- Coordinate with the Support team to resolve technical issues and ensure seamless user experiences.
- Contribute to marketing efforts with case studies testimonials and referrals.
Performance Tracking:
- Maintain accurate records of customer interactions and satisfaction using CRM tools.
- Develop and report on KPIs such as Net Promoter Score (NPS) renewal rate and customer health scores.
Project Coordination & Management:
- Act as the project lead for implementations integrations and onboarding engagements.
- Define project scopes timelines milestones and deliverables with both internal teams and clients.
- Track tasks dependencies and communication across stakeholders using project management tools.
- Identify project risks and proactively remove roadblocks to keep deliverables on time and within scope.
- Support crossfunctional internal initiatives with structure and followthrough.
Required Skills & Qualifications:
- 24 years of experience in customer success account management or project coordination preferably in a SaaS AV live events or creative tech environment.
- Strong organizational and multitasking skills with a proven ability to manage multiple client engagements and miniprojects simultaneously.
- Understanding of live event workflows production technologies or CADbased planning tools.
- Excellent verbal and written communication with a customerfirst attitude.
- Familiarity with CRM and project tracking tools (Zoho preferred).
Preferred Skills:
- Working knowledge of BlackTrax and WYSIWYG or similar tools in lighting or realtime tracking.
- Formal training in project management.
- Experience working with enterprise or educational clients in entertainment production AV integration or largescale events.
- Comfort in both technical and creative conversations able to bridge the two worlds.
Location
CAST is located at 35 Ripley Avenue Suite 1 on the southwest side of Toronto ON (tel: 416.597.2278. You can drive or take the TTC (Queen streetcar to South Kingsway and walk a block or the subway to Runnymede and a short bus ride) or bike it in the summer.
Contact
Please click the APPLY NOW button to submit your application. We will reply to you if you have been shortlisted.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
