Job Description

Job Description

Job Description

Founded over thirty years ago and acquired by Vela (parent of Fog Software Group) over five years ago, Compusense ( develops powerful SaaS tools used by major food and beverage companies, CPG multinationals and luxury brands to plan, execute and analyze consumer and sensory tests, leading to insights that help these companies launch and refine successful products. With over 30 years of research and innovation, Compusense sets the standard for sensory research software. 

Summary

Reporting to the Director, Client Success, this role will be responsible for assisting existing and new sensory and consumer research clients in their use of Compusense software. Your primary role will be responsible for responding to client inquiries via phone, chat & email. You will also be contributing to documentation and self-help resources, for visiting clients to understand their needs and objectives, as well as for the planning and execution of client trainings either online or in-person. Client Success Specialists contribute to the development of our software by understanding our clients’ needs.

Qualifications

• A minimum of 2 years of client-focused customer service experience

• Must have completed a University bachelor's degree or higher

• Comfortable working in a fast-paced technical environment as front-line support, with ability to manage multiple channels of client inquires simultaneously

• Ability to quickly pick-up, learn, and retain knowledge for new software programs

• Ability to think outside-the-box for complex client-specific problem solving

• Ability to prioritize and move forward unpredictable or unfamiliar tasks, technical issues and client requests with confidence

• Facility and ease when speaking/presenting in front of a group, on the phone, over on-line sessions

• Ability to travel internationally for trainings, visits, and conferences (30%)

• Demonstrated understanding and comfort in the use of statistics and Excel

• Ability to speak multiple languages (e.g. Portuguese, Mandarin) is considered an asset

• Experience with SaaS solutions is considered an asset

 

Key Responsibilities

• Build client relationships by understanding client needs and proactively working with clients to solve their problems.

• Use phone, email, on-line chat, and video calling systems to actively respond to client requests for assistance with the implementation of the SaaS software.

• Understand and solve client problems through a mix of workflows, methods, software features and tools, as appropriate.

• Work collaboratively with the rest of the Client Success Team to address a wide range of client requests.

• Accurately and consistently document and track client interactions.

• Develop and deliver custom client trainings on the Compusense software both online and in person.

• Assist in the creation and maintenance of internal and client-facing workflows, documentation, and videos.

• Assist in the testing of Compusense software from a client perspective.

• Maintain a strong working knowledge of Compusense software and the sensory methodologies it supports.

• Assist in the planning and running of client in-person visits, workshops, conferences, trade shows and industry events as required.

• Proactively look for mutually beneficial opportunities to increase our revenue from clients by growth, customization, training, etc.

• Capture client sensory and consumer testing needs to help inform software solutions.

• Relay any bugs to help with software fixes in new releases of Compusense software and complete testing for monthly software releases.

• Collaborate with Development, Operations and SaaS as needed to move client and software product initiatives forward.

 

Please be advised that credit and background checks will be conducted for this position.

Compusense Inc. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We thank all applicants for their interest; however, only those applicants selected for an interview will be contacted.

Company Description

As an operating group of Vela Software Group, FOG Software Group acquires, manages, and builds specific software businesses (such as Compusense, Inc.) in a variety of vertical markets, enabling them to be clear leaders in their industries. Our companies provide mission-critical enterprise solutions for vertical industries across the entire value chain.

Vela is a subsidiary of Constellation Software Inc. ( listed on the Toronto Stock Exchange. Constellation Software is a conglomerate of vertical market software companies and has completed over 600 acquisitions since inception in 1995. Constellation Software has consolidated revenues exceeding US$4 billion with greater than 16,000 employees worldwide.

Constellation Software (“TSX:CSU”), our parent company, has acquired over 800 businesses across dozens of industries, including software used in e-commerce, energy, mining, aerospace, engineering, and many more. We acquire small, medium, and large-sized private and public companies from owner/operators and institutional and corporate shareholders. Constellation Software is publicly traded on the Toronto Stock Exchange under the symbol “TSX:CSU” and has a market value of approximately $50 billion CAD.

You can learn more about us by visiting our websites:

Company Description

As an operating group of Vela Software Group, FOG Software Group acquires, manages, and builds specific software businesses (such as Compusense, Inc.) in a variety of vertical markets, enabling them to be clear leaders in their industries. Our companies provide mission-critical enterprise solutions for vertical industries across the entire value chain.\r\n\r\nVela is a subsidiary of Constellation Software Inc. ( listed on the Toronto Stock Exchange. Constellation Software is a conglomerate of vertical market software companies and has completed over 600 acquisitions since inception in 1995. Constellation Software has consolidated revenues exceeding US$4 billion with greater than 16,000 employees worldwide.\r\n\r\nConstellation Software (“TSX:CSU”), our parent company, has acquired over 800 businesses across dozens of industries, including software used in e-commerce, energy, mining, aerospace, engineering, and many more. We acquire small, medium, and large-sized private and public companies from owner/operators and institutional and corporate shareholders. Constellation Software is publicly traded on the Toronto Stock Exchange under the symbol “TSX:CSU” and has a market value of approximately $50 billion CAD.\r\n\r\nYou can learn more about us by visiting our websites:\r\n

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