Client Success Specialist, Bilingual French

As a Bilingual Client Success Specialist at Financeit, you will play a critical role in ensuring that our new merchants have a seamless experience when transitioning to our platform. This includes training businesses on how to best utilize our tools for financing and offering monthly payment plans. You'll also support existing merchants to address any issues they encounter and help them ramp up their sales volume. Strong emphasis will be placed on your communication skills in both English and French, as you guide merchants through the process.

To excel as a Bilingual Client Success Specialist at Financeit, candidates should possess a college diploma or BA degree, along with at least 2 years of experience in sales or customer service, ideally in a B2B context. Proficiency in both English and French is essential, and background experience in consumer lending, SaaS, or financial services will greatly benefit your application. Familiarity with Salesforce or similar CRM tools is also highly regarded.

In this role, the Bilingual Client Success Specialist will support merchants by providing guidance during their onboarding process, conducting personalized training sessions on how to use Financeit's products effectively, and maintaining open communication regarding any issues or questions that arise. Your aim is to ensure that merchants are not only satisfied but also actively engaging with our financing options to facilitate their sales.

At Financeit, you can expect a vibrant and inclusive workplace culture that celebrates collaboration and respect. Recognized as one of Canada’s Most Admired Corporate Cultures, we foster an environment where employees feel valued and can make a significant impact. The team is encouraged to participate in career development programs and take advantage of flexible work arrangements, ensuring personal growth and job satisfaction.

As a Bilingual Client Success Specialist at Financeit, you will have multiple opportunities for career advancement. The company is committed to employee development, offering various learning and training programs designed to help you grow your skill set and pursue your career goals. Your success and contributions are recognized within a collaborative environment, paving the way for promotions or transitions into other roles within the organization.

To effectively train a new merchant on the Financeit platform, start by understanding their specific needs and outline a structured training plan that covers all necessary aspects of the platform. Use engaging methods, such as interactive tutorials or guided demonstrations, to ensure that the merchant feels comfortable using the tools. Provide them with access to resources for future reference and encourage them to ask questions throughout the process.

Managing multiple merchant accounts requires excellent organizational skills and the use of tools such as CRM software for tracking interactions and follow-ups. I would prioritize tasks based on urgency and importance, create detailed schedules for training and check-ins, and maintain open communication with each merchant. Regular reporting on progress helps to identify any merchants who may need more attention, ensuring nothing falls through the cracks.

Certainly! In a previous role, I encountered a merchant who was struggling to understand how to integrate our payment solutions into their sales process. I scheduled a dedicated session to discuss their specific challenges, actively listened to their concerns, and provided tailored solutions that included hands-on demonstrations and follow-up resources. This approach not only resolved their issue but also built a stronger relationship, resulting in increased sales for the merchant.

For effective customer support, I rely heavily on CRM tools like Salesforce to track interactions, manage communications, and analyze customer data. Additionally, collaboration tools for ongoing communication and engagement, such as email and chat platforms, are critical for ensuring timely follow-up and responsiveness. Lastly, a thorough knowledge base and access to training materials help me assist merchants more effectively.

Maintaining a positive relationship with merchants involves consistent communication, being dependable, and actively showing appreciation for their business. Regular check-ins to solicit feedback, being responsive to inquiries, and celebrating their successes contribute to building a strong partnership. Implementing a personalized approach by remembering their preferences and adapting to their needs also goes a long way in strengthening these connections.

My motivation in a client success role stems from a genuine desire to help businesses thrive. Seeing merchants succeed by utilizing the tools and support we provide is incredibly rewarding. I thrive on new challenges and enjoy problem-solving, which keeps me engaged. The prospect of continuously learning and growing while making an impact in others' businesses drives my passion in this field.

In a fast-paced environment, I prioritize tasks by assessing urgency and impact. I maintain a daily to-do list, categorizing tasks into high, medium, and low priority, focusing on high-impact activities that align with business goals. I also set specific time blocks for tasks requiring deep focus while allowing for flexibility in handling unexpected issues or urgent requests from merchants.

In a previous position, I had a client who was frustrated with our service due to a misunderstanding of our processes. I reached out with a phone call to clarify their concerns, actively listened to their issues, and worked through solutions together. This personal touch not only resolved the matter quickly but also reassured the client of their value, ultimately strengthening our relationship.

Bilingualism is crucial for a Client Success Specialist at Financeit because we serve a diverse customer base in Canada. Being able to communicate effectively in both English and French allows for a better understanding of our merchants' needs and ensures that they receive comprehensive support. It also enhances relationships and fosters trust, as it shows our commitment to serving all clients equally.

To effectively learn about new products and services, I employ a multifaceted approach that includes hands-on practice, attending training sessions, and reviewing product documentation or updates regularly. Engaging with cross-functional teams also provides valuable insights. Keeping abreast of industry trends and how our offerings stack up with competitors is key to providing informed support and enhancing client interactions.