Who we are

We are an IT solutions company at our core with an approach that has enabled a low to no customer churn record. Clients reviewing their experiences with us consider our approach as solution-driven and customer-focused. We offer a blend of standard cloud solutions services, custom application designs, and productivity solutions, all of which leverage the Microsoft 365 toolset.

Role summary

As a Customer Success Associate, you will support the Customer Success Lead by implementing strategies to enhance customer engagement and satisfaction. This role involves reporting sales and client interactions to the Customer Success Lead, driving sales and client care through IT projects from assessment to project kick-off and toward completion. Bilingual proficiency in English and French is essential to cater to our diverse client base. This is a hybrid role and will require reporting to our offices in Pickering or other locations as required. Some travel to client sites across Ontario may be necessary.

Key responsibilities

  • Implement customer success strategies to enhance customer engagement and satisfaction. 
  • Report sales and client interactions to the Customer Success Lead. 
  • Drive sales and client care through IT projects from assessment to project kick-off and toward completion. 
  • Work closely with developers and the IT solutions team to assess, design, and deliver IT solutions, licensing, and other IT services. 
  • Onboard new clients and ensure a smooth transition to our services. 
  • Collaborate with various departments, including marketing, IT, and customer service, to deliver a seamless customer experience. 
  • Utilize CRM tools and email automation to manage customer interactions effectively. 
  • Monitor customer feedback and implement improvements to our services. 
  • Provide support to the customer success team as needed. 

Qualifications 

  • Proven experience in a customer success or similar role. 
  • Strong understanding of CRM systems and customer engagement strategies. 
  • Excellent communication and interpersonal skills. 
  • Bilingual proficiency in English and French. 
  • Ability to work collaboratively with cross-functional teams. 
  • Strong problem-solving skills and attention to detail. 

Preferred Qualifications: 

  • Experience with Microsoft 365 and related tools. 
  • Previous experience in an IT solutions company. 

Compensation: 

  • Competitive salary based on experience. 
  • Commission-based structure to reward performance. 
  • Benefits package including health insurance, retirement plans, and paid time off. 

What You’ll Be A Part Of

Lai and Associates is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability or any other characteristic protected by local law.

We provide accommodation if required throughout our recruitment process. If you require accommodation, please let us know by emailing HR@laiandassociates.ca

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