About EXACT
EXACT builds game-changing technology for the concrete industry - the people creating the roads, bridges, tunnels, and buildings of the future. Our platform captures critical operational data from large constructors and precasters, and we're now building AI-powered tools that turn that data into actionable insights.
Our mission: make one of the world's largest and most carbon-intensive industries more efficient, sustainable, and safe.
We are looking for a Customer Success Manager to join the growing team in our Toronto office. You will be a primary point of contact for customers of EXACT Track, our software offering. Your role will champion our customers’ journey, ensuring they receive exceptional service, guidance, and ongoing support to maximize their success with our product ecosystem.
In this role, you will be tasked to:
- Be a primary contact for EXACT’s software platform customers including onboarding, providing technical support via video, phone, email, text and live chat.
- Provide proactive customer support, check ins and customer training (after onboarding)
- Fill in any gaps left after onboarding to ensure customers are fully set up and confident using the EXACT Track platform.
- Ensure all client issues are addressed and resolved in a timely manner.
- Escalate more complex issues to internal technical teams when needed.
- Stay on top of escalated issues to ensure they are addressed and resolved, while maintaining proactive communication with the customer.
- Oversee the EXACT support ticketing system for Track-related issues.
- Document and route feature intake requests.
- Communicate product status, release notes, etc. to customers
- Implement and improve processes to better support EXACT Track clients and improve the EXACT Technical Support department.
- Create customer-facing collateral including documents, videos, how-to guides and contribute to internal support tools.
- Cross-train on other EXACT products to provide reliable back up to other team members as needed to maintain service levels.
- On rare occasions, travel to customer plants to assist with onboarding when the primary onboarding specialist is unavailable.
- Perform other duties assigned by the company as needed.
To be successful in this role, you possess the following:
- Minimum of 3 years of experience in a Technical Support or Customer Support, or Customer Success role at a SaaS and/or IoT company.
- Degree or Diploma in a relevant field, or equivalent practical experience in a technical B2B environment.
- Proven customer service / technical support experience with a demonstrated track record of relationship building.
- Strong understanding of Customer/Technical Support procedures and methodologies for software products.
- Proficiency in Google Workspace, specifically Sheets, Docs, Gmail, and Drive.
- Familiarity with Customer Support platforms (Zendesk, HubSpot). Familiarity with Odoo would be an advantage but not required.
- Comfort learning and supporting cloud-based software, including troubleshooting connectivity, data, and account/configuration issues.
- Strong written and verbal communication skills, with an ability to explain software concepts clearly to non-technical users.
- Desire and enthusiasm to implement and improve processes, and to create collateral and support tools that better support EXACT Track clients.
- This role may require occasional travel to construction sites / customer plants to support onboarding.
- Experience in the precast concrete industry, while not a prerequisite, is highly desirable due to the technical nature of our products.
We are looking for a candidate who combines strong technical support experience with a drive to build the collateral and tools needed to scale our support function.
If you are interested in being a part of an exciting team that develops solutions for real-world problems, we’d like to chat with you!
Why work at EXACT
- We are a team of 50+ technical superstars and are welcoming to others who share our passion.
- Our culture is open, honest and inclusive.
- We’re solving serious problems and having fun doing it.
- We’re reducing the carbon footprint in a historically heavy carbon footprint industry.
- Our work has purpose. We're changing the face of concrete construction.
Our Workplace
This role will be based in our head office located in downtown Toronto, Canada. EXACT also has team members in California, Florida, Illinois, Nevada, Texas, Alberta and Quebec.
EXACT is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation let us know.
Pay: $75,000.00-$81,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- Vision care
Work Location: In person
