About The Role
We are seeking a customer-focused, Customer Success (CS) Specialist to join our team. As a Customer Success Specialist, you will be responsible for building strong customer relationships and ensuring customers achieve maximum value and usage from the WiQ application. You will serve as a trusted advisor and advocate - providing onboarding, training, product support, and proactive guidance throughout the customer journey. This role requires strong product aptitude, exceptional attention to detail, and a genuine commitment to delivering a white-glove customer experience. This is a high-touch, service-oriented position focused on retention throughout engagement, education and relationship management, and growth.
What You'll Do
Customer Partnerships
- Support customers with onboarding and implementation across their organizations
- Partner with customers to understand evolving operational needs and uncover additional value opportunities.
- Collaborate with the waste compliance specialist to analyze trends, identify risks, and recommend opportunities for improved compliance and logistics.
- Troubleshoot customer issue sand coordinate resolution with Product and Development teams when necessary.
- Act as a subject-matter expert on sustainment-related workflows and opportunities within our application
- Track and investigate customer engagement and identify areas where additional support or training may be beneficial
- Proactively gather and document customer feedback
- Support customer facing support channels (via call, text, chat, and email) and rotational on-call requirements
- Monitor and support the timely reconciliation of customer tickets to maintain compliance standards
- Support change management initiatives and guide customers through new releases, enhancements, and process changes
- Share relevant product updates, resources, or training opportunities to keep the customer informed and confident
Customer Entrenchment & Growth
- Identify and pursue growth opportunities within the existing customer account
- Develop strategic account plans for customer expansion
- Build strong, trust-based relationships with key stakeholders within the customer organization
- Drive product adoption and engagement
- Monitor customer account health
- Coordinate internal resources to support growth objectives
- Document and report on expansion activity
Product Support & Advocacy
- Become a trusted product support and guide customers on best practices and application usage.
- Help customers troubleshoot issues and coordinate solutions
- Collaborate closely with Product and Development teams to ensure customers receive exceptional support.
- Gather, document, and communicate customer feedback, enhancement requests, and product ideas to the Product team, escalating operationally critical issues to ensure timely resolution.
- Consistently follow through and follow up on requests to ensure customers receive timely and effective resolutions.
- Maintain accurate customer records and documentation with exceptional attention to detail.
- Continuously look for ways to improve customer outcomes, internal processes, and overall customer experience.
What We're Looking For
The individual in this role will have:
- 5+ years of experience in a similar role or related field
- Bachelor’s degree in business, communications, environmental management, hospitality or related discipline; equivalent work experience will also be considered
- Excellent written and oral communication skills, including ability to create onboarding, training and sustainment documentation
- Exceptional communication and relationship building skills
- Ability to adapt to change and remain flexible
- Experience managing many customers with various users and shifting priorities
- Experience in project management and program management
The following are considered assets in this role:
- Regulatory, waste management knowledge and experience
- Experience in technology, specifically Software as a Service (SaaS)
- Change management and project management experience
- Experience supporting customer marketing, content, communications, or growth initiatives
Success Metrics
- Deliver an exceptional customer experience while building trusted, long-term relationships.
- Achieve high customer adoption and engagement across assigned accounts.
- Represent the WiQ customer-oriented brand with responsive customer engagement
- Complete successful customer onboarding, training, and ongoing enablement.
- Proactively identify customer risks and resolve issues before they impact operations.
- Advocate for the customer by communicating feedback and operational priorities to the Product team.
- Contribute to continuous improvement through collaboration, product knowledge, and operational excellence.
Where This Role Can Take You
At WiQ, growth creates opportunity. As a rapidly growing company, you'll have the chance to expand your skills, take on new challenges, and make a meaningful impact on both our customers and the future of our business. We move quickly, embrace new ideas, and empower our team to take ownership. Whether you're interested in deepening your customer expertise, leading strategic initiatives, mentoring others, or exploring opportunities in leadership, product, or operations, you'll have the support and flexibility to grow your career alongside WiQ.
Our Values
Customer Connected · Innovative Momentum · Trustworthy · Efficiency· Accountability
