Customer Engagement Specialist

* This role can be done remotely from anywhere in Canada or US*

We’re looking for a Customer Engagement Specialist to join our team and be part of our next stage of growth. As our Customer Engagement Specialist your top priority is to support our customers during evaluation, implementation and long term adoption of Traction Rec and Salesforce technologies. You will use your industry experience and technology expertise to assist customers managing change, evolving their business process and maximizing their technology investment. You will work cross functionally with our professional services, support and sales teams to enable the success of our customers. experience and technology expertise to assist customers managing change, evolving their business process and maximizing their technology investment. You will work cross functionally with our professional services, support and sales teams to enable the success of our customers.

Who we are:

Traction Rec empowers customers with great technology.  Built on the Salesforce platform, we enable YMCA’s, Jewish Community Centers (JCC’s), and Boys & Girls Clubs of America (BGCA) to deliver their services and achieve their missions.  At the heart of Traction Rec is our desire to support non-profit community centers and the amazing good they do. 

Traction Rec was recently recognized by Salesforce as Nonprofit Sales Partner of the Year, ISV Partner of the Year, and featured in the 2021 Ready to Rocket List. Traction Rec takes pride in the development of product and services, and building strong relationships with partners and customers. 

At our core, we love community. We are looking for people who want to join an active group of engaged individuals who see business as more than just a vehicle to make money. We care about our people, wider community, and planet. We welcome you to experience a vibrant personal and professional journey by joining our diverse team.  

Skills:

Traction Rec’rs employees come from a variety of backgrounds, and we are eager to find people that are from diverse backgrounds. For this role, you might have : 

• 2+ years of industry experience in nonprofit, community center or relevant industries or equivalent combination of education and experience


• Experience partnering with stakeholders to match technology solutions to business value


• History of rolling out technology transformation solutions managing change communication, stakeholder training and leadership alignment  


• History of managing technology platforms or acting as internal product owner of CRM or similar tools (direct experience with Salesforce is an asset)


• Exceptional interpersonal skills including excellent written and verbal communication skills, and presentation skills


• Strong collaboration and team building skills, with ability to work with all levels and roles of an organization effectively


• Demonstrated ability to independently make informed and effective decisions
  

What You Will Be Doing:

• Leverage people, process and technical delivery to add to value to customer and stakeholder engagements


• Establish relationships with customer stakeholders and executive sponsors and manage those relationships through customer lifecycle as needed


• Drive successful product adoption and growth through managing clients through success plans and tracking efforts and outcomes.  


• Identify red accounts and usher resources to address account obstacles through best practices and product solutions to remediate account risks 


• Partner with customer support teams to ensure growth and success of our customers


• Become a trusted advisor for new and existing clients 


• Manage customer success engagements to identify, solution and assist implementing new adoption opportunities


• Ability to identify challenges, diagnose issues, provide insights and recommendations, and develop proactive solutions to solve business objectives


• Implement established performance criteria and metrics to measure client health and success


• Partner with sales teams to manage renewal processes with customers


• Identify and mitigate customer renewal risks
  


• Travel to clients (must be able to travel to Canada and US, without restriction)
  

Compensation

At Traction Rec, we are committed to a fair, market-based and equitable compensation structure. Our market data is refreshed on an annual basis to reflect the most current market conditions.

The starting salary band for this role is $90,000-$100,000. Starting salaries will vary within this range based on experience, skill level, and internal equity related to the role. 

Please note that the range details above reflect the base pay only and does not include our competitive bonus program and benefits that we offer.

If you’re interested, so are we! Send your resume our way, and let's chat.

At Traction Rec, we believe that diversity and inclusion are essential to our success. We are committed to building a team that reflects the diversity of the communities we serve, and we actively seek and welcome candidates from all backgrounds. Our hiring process is designed to be fair, welcoming, and respectful to all candidates, regardless of race, ethnicity, religion, gender, sexual orientation, age, ability, or any other characteristic protected by law. We believe that diversity brings unique perspectives and experiences that can enhance our team and drive innovation, and we are committed to providing equal opportunity and support to all candidates. We encourage everyone to bring their authentic selves to the interview process and join us in building a diverse and inclusive culture at Traction Rec.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Please note that employment is contingent on the successful completion of background and reference checks.