Rival Technologies is a forward-thinking organization focused on customer insights and market research. They are hiring a Customer Success Coordinator to support client relationships, drive product adoption, and manage participant incentive programs.
Responsibilities
- Assist customers with their projects and overall day-to-day relationship, driving product adoption, satisfaction, retention, and renewals for subscription accounts
- Build and maintain trusted advisor relationships with customers, creating strong champions who value and advocate for our platform
- Support customers in successfully leveraging our platform to achieve their desired outcomes
- Identify opportunities for ad hoc clients to develop into subscription accounts
- Identify, isolate, and escalate issues or bugs in partnership with the helpdesk to ensure timely resolution
- Use data and reporting to identify "at-risk" accounts and support proactive outreach
- Support Customer Success Managers with project setup, coordination, and execution
- Monitor projects and accounts to identify risks and opportunities
- Occasionally join client calls to support delivery and gain client-facing experience
- Provide infrequent backup coverage for tech support (training provided)
- Own end-to-end execution of participant incentive programs
- Manage sweepstakes draws, prize fulfillment, redraws, and incentive tracking
- Fulfill digital gift cards, points-based rewards, and ad hoc incentives with strong attention to detail
- Manage the incentives support inbox and resolve participant inquiries
- Track incentive retainers and provide balance updates to Customer Success Managers
- Build and improve incentive processes, templates, and workflows
Skills
- Undergraduate degree required (or equivalent work experience)
- 0-2 years of Customer Success or a related customer-focused role
- Excellent written and verbal communication skills
- Strong customer-first mindset with a passion for delivering exceptional experiences
- Ability to remain composed, organized, and solution-focused in fast-paced or high-pressure situations
- Adaptable communication style with the ability to tailor messaging to different audiences
- Experience in a customer support, operations, coordination, or service-oriented role (professional, internship, or equivalent experience)
- Strong organizational skills and attention to detail - you enjoy keeping things accurate, tidy, and on track
- Clear, professional written communication skills
- Comfort working independently and taking ownership of defined responsibilities
- A collaborative mindset and willingness to support teammates when needed
- Technical curiosity and confidence learning new tools, systems, and platforms
- Ability to manage competing priorities and meet deadlines in a fast-paced environment
- Flexibility and responsiveness, including occasional monitoring of emails outside standard working hours when required
- Interest in technology, market research, or data-driven work
- Experience working with multiple stakeholders or teams
- Familiarity with CRM systems, helpdesk tools, or incentive programs (not required)
Benefits
- Home office, Internet and Cellphone stipends
- RRSP plan with employer matching
- Parental leave top up
- Comprehensive paid time off that covers vacation, sick, and personal days.
- 100% employer-paid health and dental plan
- Health spending account
- Generous sick, personal, and mental health days
- $1,000 annual mental health benefits with Canada Life
Company Overview
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