Customer Success and Solutions Specialist, Software at Giatecscientific.

About the role Giatecscientific is seeking a dedicated Customer Success and Solutions Specialist to join our dynamic team in Ottawa, Ontario. This full-time position is pivotal in ensuring our clients achieve maximum value from our innovative software solutions. The ideal candidate will possess a strong background in customer support and technical solutions, enabling them to effectively address client inquiries and enhance their overall experience with our products. As a key player in our customer success team, you will collaborate closely with various departments to ensure seamless communication and support for our clients.

Key facts

- Location: Ottawa, Ontario
- Engagement: Full-time

What you'll do

- Serve as the primary point of contact for clients, providing expert guidance on the use of Giatec's software solutions to ensure they meet their specific needs.
- Develop and maintain strong relationships with clients, understanding their goals and challenges to deliver tailored solutions that enhance their experience.
- Conduct product demonstrations and training sessions for clients, showcasing the features and benefits of our software to maximize user adoption.
- Collaborate with the sales team to identify opportunities for upselling and cross-selling additional products and services to existing clients.
- Troubleshoot and resolve technical issues reported by clients, working closely with the development team to ensure timely solutions.
- Gather and analyze client feedback to identify areas for improvement in our software offerings and customer support processes.
- Create and maintain comprehensive documentation of client interactions, technical issues, and resolutions to streamline future support efforts.




- Monitor client usage of our software to proactively identify potential challenges and provide solutions before they escalated.
- Participate in product development discussions, providing insights from client interactions to help shape future enhancements and features.
- Assist in the creation of training materials and resources to empower clients and enhance their understanding of our software.
- Stay up-to-date with industry trends and best practices in customer success and software solutions to continuously improve our service offerings.
- Contribute to team meetings and strategy sessions, sharing insights and ideas to enhance our customer success initiatives.

Requirements

- Bachelor's degree in a relevant field such as Computer Science, Business, or Engineering.
- A minimum of 3 years of experience in customer success, technical support, or a related field, preferably within the software industry.
- Solid problem-solving skills with the ability to troubleshoot technical issues effectively.
- Excellent communication skills, both written and verbal, with a knack for explaining complex concepts in a clear and concise manner.
- Proven ability to build and maintain relationships with clients, demonstrating empathy and understanding of their needs.
- Experience with customer relationship management (CRM) software and support ticketing systems.
- Ability to work independently and as part of a team in a fast-paced environment,



managing multiple priorities effectively.
- Robust organizational skills and attention to detail, ensuring accurate documentation and follow-up on client interactions.
- Familiarity with software development processes and methodologies is a plus.

Nice to have

- Experience in the construction or engineering sectors, particularly with concrete testing and monitoring solutions.
- Knowledge of data analytics tools and techniques to help clients interpret their software usage data.
- Previous experience in a role that required cross-functional collaboration, particularly with sales and product development teams.
- Familiarity with project management tools and methodologies.

Skills & tools

- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace.
- Experience with customer support platforms such as Zendesk or Freshdesk.
- Familiarity with software development tools and environments, including Agile methodologies.
- Strong analytical skills to assess client needs and software performance metrics.

Practical notes

- This position is based in Ottawa, Ontario, and may require occasional travel to client sites for training and support purposes.
- The salary for this role is competitive and commensurate with experience.
- Giatecscientific is committed to fostering an inclusive and diverse workplace. We encourage applications from individuals of all backgrounds and experiences.
- Candidates must be eligible to work in Canada and able to provide proof of eligibility upon request.

META Company: Giatecscientific Title: Customer Success and Solutions Specialist, Software Listed location: Ottawa, Ontario Job type: Full-time Apply URL: Tags: Customer Success, Solutions

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📌 Customer Success and Solutions Specialist, Software (Ottawa)
🏢 giatecscientific
📍 Ottawa