Customer Experience Specialist

Vention helps some of the most innovative manufacturing companies automate their production floor in just a few days. Vention's online-first manufacturing automation platform (MAP) enables its clients to design, automate, order, and deploy manufacturing equipment directly from their web browser.

Vention is headquartered in Montreal, Canada, with offices in Berlin and Boston, and is used in over 3,000 factories on 5 continents. As one of Canada’s Most Admired Cultures and Great Place to Work, we are a performance driven culture that cares deeply about happiness. We like ambitious goals, facts & data, and constructive debates. But at the same time, we know that we can’t repeatedly push ourselves if we are not surrounded by an uplifting and caring work environment. Those two sides of our culture, feed each other and are safeguarded with the same level of attention. Our values & principles include: 

• We make our clients successful - we do what’s right for our customers, even when it makes our roles more challenging.
• We execute and deliver - we set ambitious goals for ourselves and are energized about meeting them.
• We debate, then commit - we challenge our own perspectives and ideas in pursuit of the best solutions.
• We innovate to inspire - we value innovation in products, user experiences, and business practices.
• We collaborate to achieve more - we work as one team to achieve more than we would on our own.
• We empower our people to reach their full potential - we hold ourselves to high standards but know when to celebrate progress & achievements

Vention is looking for an enthusiastic and dedicated Customer Experience Specialist to join the Customer Success team in Montreal. You will provide first-class customer support. Your primary mission is to ensure customer satisfaction. The Customer Experience Specialist will track all points of customer engagement, address customer queries, and identify ways to improve our services and company as a whole. We are looking for a technical thinker whose expertise results in excellent relationship management and a positive brand image. More specifically:

• Become a technical expert on Vention’s flagship products and help our customers make the most of their Vention equipment 
• Support our customers along the entire sales cycle and streamline their customer experience
• Conduct post-sale training sessions, which include technical onboarding, assembly trainings, maintenance and technical support with equipment commissioning
• Excel in and provide advice for improvement for client onboarding into the Vention ecosystem
• Add proactive prevention and troubleshooting of logistics/delivery issues (primary liaison between ops & sales & clients) 
• Process operational/logistics tasks such as order processing, order follow-up, returns, Zendesk support tickets (email and phone) 
• Participate in proactive post-sale nurturing journeys with clients to ensure that they have a positive and successful experience during deployment
• Monitor and compile NPS survey results and report to the organisation
• Partake in weekly case meetings, helping to identify opportunities to improve customer service and customer experience
• Drive continuous improvement projects positively impacting the customer experience
• Lead feedback sessions with our operation and quality teams 

• Passion for serving clients and the ability to listen and detect client needs
• This team has a mix of engineers and science graduates, technical background is a key asset
• Keen interest for operations/logistics and ensuring customer delivery
• A strong interest in continuous improvements. 
• The ability to speak English fluently. Other languages are a plus 
• Strong communicator and capacity to present complex information to clients
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Ability to work in a fast-paced environment

How We Take Care of You

• Flexible paid time off and remote work policies
• Complimentary beverages and snacks so that you are fueled and ready for your day
• Global comprehensive health plans so you feel your best
• Career growth opportunities. Your future matters.
• Fun-filled social events curated based on diverse interests for our team to celebrate together. From sponsored sports teams to trivia nights
• Time off to volunteer and give back to your community.

What to Expect in Your Interview

• Initial Call
• Meet the Team
• Challenge
• Decision & Offer

‍Commitment to Equal Employment Opportunity

Our culture is an uplifting environment for high achievers. The fast-paced, high-performance environment will give you the opportunity to build products, processes and strategies that will have a lasting impact.

When you join Vention, you join a team of professionals with a diverse variety of experiences, backgrounds, and perspectives. Together, we strive to nurture a supportive and inclusive work environment for all. We push each other to achieve extraordinary results and forge long term relationships as a result of the intensity and passion. 

We’re passionate about helping you do your best work. Claim your seat and find out what you can do!

If you're unsure if your experience perfectly matches our job posting, we encourage you to apply anyway! We are happy to chat and get to know you better while you can understand the role as well.