Customer Success Representative

QUALIFICATIONS REQUISES

• Diplôme en soutien informatique ou équivalent (DEP, DEC ou autre).
• Deux (2) ans d'expérience en service à la clientèle dans un centre d'appels ou un rôle de soutien aux applications.
• Expérience en contact direct avec les clients, notamment en formation d'utilisateurs.
• Excellentes compétences en communication et en relations interpersonnelles, à l'oral comme à l'écrit.
• Solides compétences analytiques et en résolution de problèmes, avec un grand souci du détail.
• Orienté satisfaction client, avec la capacité de gérer des environnements à haute intensité et les urgences clients.
• Dynamique, proactif et doté d'un excellent sens de l'organisation et des priorités.
• Parfaitement bilingue français-anglais.
• Connaissance des principes comptables et/ou en soutien informatique Windows, ou volonté d'acquérir ces compétences.
• Disponibilité pour des déplacements sur les sites clients au besoin.

QUALIFICATIONS SOUHAITÉES

• Expérience en comptabilité.
• Expérience avec des outils d'intelligence artificielle pour la productivité et l'analyse.
• Expérience dans l'industrie de l'équipement automobile de rechange.
• Expérience dans des projets d'intégration ou de mise en œuvre de logiciels.

***English version below***

ABOUT CARRUS

Carrus Technologies is a leading provider of ERP software solutions purpose-built for the automotive aftermarket industry. Headquartered in Canada, Carrus serves automotive parts distributors, retailers, and wholesalers across North America, helping them streamline operations, manage inventory, and grow their businesses through modern, industry-specific technology.

As part of the Valsoft Corporation portfolio, Carrus combines the agility of a focused software company with the stability and resources of a global software group. The team is passionate about delivering exceptional client outcomes and continuously improving the product experience for the automotive aftermarket sector.

POSITION DESCRIPTION:

The Customer Success Representative plays a key role in ensuring client satisfaction and retention across the company's customer base. Acting as the primary point of contact for clients, this role is responsible for handling inquiries, resolving issues, and providing hands-on support for both the hardware and software aspects of the company's products. The Customer Success Representative also actively participates in new client onboarding, user training, and ongoing relationship management. This role requires a balance of technical aptitude, strong communication skills, and a client-first mindset.

KEY RESPONSIBILITIES:

• Provide assistance, information, and support to customers regarding the company’s products or services.
• Answer inquiries, resolve issues, and ensure customer satisfaction through effective communication and problem-solving.
• Handle incoming calls, emails, or chat inquiries.
• Maintain accurate records of customer interactions.
• Refer unresolved customer requests to designated departments for further investigation (escalation).
• Perform periodic outbound calls to maintain client relationships and keep client information up to date in the CRM.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes and resolutions.
• Perform support interventions remotely with clients, covering both the hardware and software aspects of the company’s products.
• Provide training for customers on the company’s products.
• Participate in new client onboarding process including needs assessment, software configuration, data manipulation and import, training and onboarding support.
• Analyze and update client data as requested, via database scripts, file import/export (Excel/CSV), AI platforms or other tools as required.
• Other related tasks.

REQUIRED QUALIFICATIONS

• Diploma in IT support or equivalent (vocational, college, or other).
• Two (2) years of customer service experience in a call center or application support role.
• Experience in client-facing roles, including user training.
• Excellent communication and interpersonal skills, both verbal and written.
• Strong analytical and problem-solving skills, with strong attention to detail.
• Customer satisfaction-oriented, with the ability to manage high-intensity environments and customer urgency.
• Dynamic, proactive, and highly organized with a strong sense of priority management.
• Fully bilingual in French and English.
• Knowledge of accounting principles and/or IT support in a Windows environment, or willingness to develop these skills.
• Availability to travel to client sites as needed.

PREFERRED QUALIFICATIONS

• Experience in accounting.
• Experience using AI tools for productivity and analysis.
• Experience in the automotive aftermarket industry.
• Experience in software onboarding or implementation projects.