Customer Success Specialist (French Speaking)

Role OverviewThe Customer Success Specialist is responsible for supporting users, managing operational escalations, tracking system-related issues, and coordinating with internal teams to ensure timely resolution of reported cases.The role acts as a key coordination point between application users teams, Operations, IT, and the development team. The position supports the successful adoption of our system by ensuring that issues are properly recorded, business requirements are clearly documented, and users receive the required support, training, and follow-up.

Key Responsibilities

Manage user support requests and resolve issues or coordinate escalationsTrack, document, and monitor system issues through to resolutionGather business requirements and support enhancement requestsCoordinate with development, IT, and operations teams on fixes and improvementsSupport user onboarding, access management, and training initiativesDrive user adoption and identify opportunities for process improvementPrepare reports on issues, system performance, and user feedbackMaintain clear stakeholder communication and follow up on action itemsContribute to continuous improvement of processes and user experienceIdeal Candidate3+ years of experience in customer-facing roles within a technology-focused environmentStrong communication and stakeholder management skillsExperience in application support, customer success, customer onboarding, or delivering training on technology productsOrganized, detail-oriented, and proactive problem-solverFluent in both English and French