DescriptionThis position is ideal for independent and driven individuals to join the Customer Engagement team as a Customer Care Area Specialist, building and nurturing strong relationships with our customers, ensuring they achieve their goals through the successful adoption and utilization of our products and services.
Partnering closely with field Territory Managers (TMs), you will aid in investigating issues, problem solving and identifying solutions in a timely manner, offering valuable insights and support to drive mutual success.
This role requires an individual who is proactive, detail-oriented, and customer-focused, with the ability to navigate technical, billing, and service-related topics while delivering a positive customer experience.
Key Responsibilities

• Act as a local support partner for field sales and customers, building strong relationships and ensuring a smooth experience; facilitating the resolution of customer service, system, technical or billing queries.
• Serve as the main lead to report out on Canada trends, areas for improvements across all regions and channels, and partner with internal leads to ensure improvement opportunities are captured and accounted for in system / process enhancements.
• Manage escalated issues directly, liaising across field, customers, and internal teams to champion resolution.
• Perform transactional support tasks (e.g., collecting missing contract info, coordinating returns, upgrades, and loaners).
• Proactively respond to and close the loop on Medallia alerts and customer feedback.
• Educate customers on best practices, product features, and updates to ensure full adoption and satisfaction.
• Identify and report out on trends, top issue categories, Medallia survey results and feedback, and opportunities across channels and all business units.

Skills, Knowledge & Expertise

• Bachelor's Degree, preferably in Business Administration
• 4- 6 years of proven experience in a Customer Success, Sales or Customer Support, Operations, Account Management, or similar role, ideally within a dental health or MedTech industry.
• Required to be bilingual (English/Mandarin) or (English/Cantonese) communication skills, with the ability to explain matrixed information in an easily digestible way.
• Excellent problem-solving skills and a customer-first mindset.
• Ability to manage multiple customer accounts simultaneously and prioritize tasks effectively.
• Strong collaboration skills with cross-functional teams (sales, support, product).
• Familiarity with customer success software, CRM systems (e.g., Salesforce)
• Understanding of business goals and how to drive customer success by aligning product usage to those goals.

Complementary skills

• Experience working with enterprise-level clients or large accounts.
• Support or Technical background with a strong understanding of internal processes, support resources and troubleshooting.
• Strong Excel skills, experience with data visualization tools
• Top presentation skills