Customer Success Program Coordinator Student - 4 Month Winter Term
Worker Sub-Type:Student (Fixed Term)
As a Customer Success Program Coordinator student, you will be part of the Customer Success team within our Technical Support organization. Our team develops and executes on initiatives to drive Adoption of BlackBerry Endpoint Security, Unified Endpoint Management and Secure Communications solutions within our global base of strategic customers.
Reporting to the Director, Customer Success you will collaborate with the Senior Customer Success Program Manager to develop, implement, launch, and analyze results of Customer Success projects and initiatives. Your primary objectives will relate to projects that enhance our team’s capabilities to understand and proactively engage with customers throughout their customer journey with BlackBerry.
Additional responsibilities may include opportunities to engage directly with customers and collaborate with business stakeholders including Field Sales, Product Management, Customer Advocacy, Marketing, etc.
Location: Waterloo, ON
Length of Term: 4 Months
Develop, maintain, and update business Intelligence reporting for multiple customer segments.
Collaboration on communication programs to support Customer Success initiatives.
Create concise process and procedure documentation to standardize key actions across teams.
Analyze existing business processes to identify and recommend changes impacting user experience, clarity, efficient use of resources, etc.
Engage with teams of cross-function business stakeholders as a representative of Customer Success.
Opportunity to engage with external customers and develop customer-facing soft-skills and experience.
SKILLS AND QUALIFICATIONS
Currently pursuing a post-secondary degree or diploma in a related field.
Strong interpersonal and communication skills, including written, oral, and presentation skills, to work effectively with team members, peers, and stakeholders.
Research skills, and willingness to learn new concepts through research and collaboration with subject matter experts.
Willingness to embrace change, analyze business problems, and improve or develop processes to streamline work.
Ability to work concurrently on multiple projects and adapt to changing requirements and priorities.
Excellent prioritization skills.
Proficiency with business software/suites such as or equivalent to: Microsoft Office (PowerPoint, Excel, Word), Atlassian (Confluence, JIRA)
Willingness to learn key business systems as a Junior Admin. Prior experience is not expected but active learning through self-directed training modules and 1:1 mentoring will be required for Strikedeck and Salesforce.
All skills and experience below would be an asset, but are not all required:
Project Management education or experience
Previous experience with Customer Experience, Net Promoter Score, Customer Onboarding, Customer Lifecycle, or Customer Journey.
Experience with web-based CRM or Customer Success solutions such as Salesforce, Medallia Strikedeck.
Experience with Business Intelligence and Metrics-based reporting.
Marketing Experience or Educational background
Technical or Cybersecurity experience or educational background related to Cybersecurity threat landscape, threat detection and response, and endpoint protection solutions.
Student Life at BlackBerry
- Growth Mindset: employees have access to skills training and professional development courses, mentorship programs as well as unlimited access to our on-demand learning platform.
- Commitment to Wellness: employees have access to events that support physical, mental and financial wellness. We host wellness sessions, fitness courses, discounts to local gyms and offer a 24/7 Employee Assistant Program (EAP).
- Highly collaborative teams and a supportive workplace environment, with organization-wide events and a student social committee.
- Employee Perks: we have snack and beverage programs at all locations. Students also have access to discounts for local stores, transportation, restaurants and activities.
See more about the student program at BlackBerry over on our Instagram @BlackBerryStudentLife
Scheduled Weekly Hours:40