Job Description
About ClubRunnerClubRunner is the award-winning provider of membership software for non-profit service clubs and association. Our product encompasses a diverse range of solutions, including membership management, content management, event management and registration, email campaigns and more. We pride ourselves on using the best technology available to deliver great solutions backed by an exceptional customer experience.We are on a mission to help membership organizations thrive with purpose-built software, and are looking for motivated and passionate people with a diverse range of talents to join our team. The company’s growth offers long-term career and personal development opportunities for motivated and driven individuals. The ideal candidate is bright and passionate about technology and helping people. As part of our Customer Success team, you will be an integral part of the customer’s journey and will have a primary impact on their experience with our product. If you are tech-savvy and love interacting with people, with a desire to grow and gain experience on the leading edge of software and the tech industry, this position has opportunities for developing into Client Services, Implementation, Onboarding, Sales, and other roles. Day to Day ResponsibilitiesRespond to incoming customer tickets and callsAnswer all product-related questions promptlyTroubleshoot customer issues and research solutionsDocument, replicate, and submit any reported defects and bugs to the development teamFoster strong customer relationships and guide potential and new customers through the adoption of the product via phone consultation, one-on-one training, and follow-upProvide training and demonstrations to customers through online webinarsAssist in the production of training materials, help guides, video tutorials and other external documentationMaintain expertise in product in order to provide technically accurate solutions to customers and prospectsProvide feedback and log requests for new features via tracking systemPerform user acceptance testing within our software development lifecycleConduct market research, analyze trends, perform product demonstrations, and offering recommendations to the teamPlan and assist with new product releases and eventsAdditional duties as requiredKnowledge, Skills, and Experience1+ year experience supporting a software-based product/service3+ years of experience in customer servicePost-secondary education or training in technical field is not required, but an assetStrong grasp of website design principles such as HTML and CSS, and understanding of website concepts such as domains, hosting, and browser supportStrong communication (both written and verbal)Active interest and passion in technological trendsSolid time-management skills to handle multiple projects and meet deadlinesStrong analytical and technical skillsAbility to work well in a remote team environmentWhat We OfferWe pride ourselves on modern technology and innovative products that enable our customers to thrive and achieve their goals. We empower every member of our team to strive for better solutions. We believe in open and transparent communication, being agile, and always thinking of the customer. Having a growth mindset and being open to feedback is a core value of our team.We provide a company-paid competitive health and dental benefits package, paid time off, flexible work arrangements including remote, training opportunities, and more.Our team enjoys:Remote WorkCompetitive salary and paid time offComprehensive medical, dental, and vision benefits planLife, disability and critical illness insuranceEmployee Assistance Program (EAP)Healthy work-life balanceFriendly and supportive culture built on performance and meritTeam and social eventsAccessibility and InclusionAs part of our commitment to inclusivity, diversity, equity and accessibility, our goal is a workforce that reflects the communities we serve. We welcome all qualified applicants to apply. We are proud to be in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and the Integrated Accessibility Standards Regulation. We are happy to honour accommodations at any part of the recruitment process and invite you to let us know how to help.