Customer Success Advocate (YCRM)

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

Were looking for aCustomer Success Advocateto join our team and be part of our next stage of growth. As our Customer Success Advocate your top priority is to build strong and trusted relationships with our customers. You provide front line support to our customers and are the voice of the customer as we grow our business and evolve the product. You love all things Salesforce and will become an expert in recommending solutions to clients that work on the platform and as standard product features.

Who we are

At Traction Rec, community is at the heart of everything we do. We empower nonprofit organizations like YMCAs, Jewish Community Centers (JCCs), and Boys & Girls Clubs of America (BGCA) to strengthen their communities through great technology built on the Salesforce platform. By enabling these organizations to deliver their services more efficiently, we help them focus on creating meaningful connections and driving positive change where it matters most.

We believe that business is a powerful force for good. As part of this belief, weve committed to the Pledge 1% for the Planet, dedicating 1% of our time, product, profit, or equity to supporting environmental and community causes. This commitment reflects our dedication to creating a positive impact that extends beyond technology.

Our passion for community and innovation has earned us recognition, including:

• Salesforce Nonprofit Sales Partner of the Year and ISV Partner of the Year
• Globe & Mail's Top Growing Companies of 2024
• Deloitte's Technology Fast 50 winner
• Deloitte's Technology Fast 500 winner

At Traction Rec, we live our values: Community, Authenticity, Impact, Fun, and Growth. As a Living Wage Certified employer in British Columbia, we are dedicated to supporting not just the communities we serve but also the people who make it all happenour team.

If youre passionate about making a difference and want to join a company that puts community first, wed love to have you on this journey with us. Together, lets create stronger, healthier, and more connected communities.

Skills

Traction Rec'rs come from a variety of backgrounds, and we are eager to find people that are from diverse backgrounds. Typically, we find that people are successful in this role when they have:

• Post-Secondary education in Computer Science, Business Administration or equivalent training/experience
  
• 3 years of B2B customer facing / support experience, preferably in the technology sector
• Proven technical acumen and an ability to learn quickly
• Proven interpersonal skills including excellent written and verbal communication skills
• Proven collaboration and team building skills, with ability to work with all levels and roles of an organization effectively
• Ability to effectively manage relationships with customers, resolving issues and concerns
• Strong analytical skills and the ability to prioritize and triage a high volume of customer requests
• Experience with Salesforce configuration or custom development is a strong asset
• Salesforce Certifications (Admin, Consultant, and/or Developer) is a definite asset
• Experience working with nonprofits and community centers is a definite asset
• Education or Experience with GAAP Accounting procedures is a definite asset
  
• Bonus points if:
  • Youve worked in nonprofit, community centers.
  • You've worked in the Salesforce ecosystem, or have Salesforce certifications.
  • Youre a results oriented person who likes to roll up their sleeves to get things done.
  • Youre energized by a fast-paced environment.
  • Youre confined only by your imagination, not your job description.

What You Will Be Doing

• Responding to customer support cases based on severity and priority, including hosting client support calls to review and assist with critical issues
• Technical or business process problem solving to identify customer issues, defining solutions and providing clear communication on implementing fixes
• Hands on technical configuration for the purposes of troubleshooting and correcting customer issues in differing Salesforce environments
• Identifying common questions and issues from clients to create training materials and knowledge articles
• Building a strong relationship with clients and coordinating with them on upgrades and feature enhancements
• Train customers on existing and new product functionality
• Helps clients to drive user adoption of new technology
  
• Travel to clients (must be able to travel to Canada and US, without restriction)
• Occasional weekend availability is required.

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 $70,000-$75,000. 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 youre 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.

Dont 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 youre excited about this role but your past experience doesnt 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.