Our team at Blackline Safety is growing! As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.
Our Client Success team is actively seeking a Renewal Coordinator to become an integral member of their dynamic team. In this role, the individual will serve as the primary point of contact for our valued clients, ensuring a seamless and exceptional customer experience. This position encompasses a range of responsibilities, including providing customer support, managing client accounts, and overseeing order processing tasks. The Renewal Coordinator will play a crucial role in fostering strong client relationships, addressing inquiries, and facilitating renewals to ensure continued satisfaction and engagement with our services.
Qualifications:
- Secondary education or equivalent certification in a business-related field is an asset
- 1-3 years experience in a inside sales or administrative role with direct responsibility for customer support, account management, data entry and order processing
- Experience working within a corporate CRM and ERP application preferably NetSuite
- Functional experience with data management tools e.g. MS Excel
- Proven ability to apply appropriate problem-solving techniques
- Excellent organizational skills
- Ability to work with minimal supervision
- Ability to prioritize and troubleshoot issues
- Clear communication, both written and verbal with strong interpersonal skills
Responsibilities:
- Manage assigned outstanding service renewals throughout the purchase-to-pay process
- Process quotations related to requests for products and services associated with existing customer accounts
- Create and track quotes for non-lease-related distributor, and end-user, service renewals according to established processes, follow-up schedules, and timelines
- Document activities related to customer accounts within a CRM and ERP system
- Access data from Blackline Live to support service renewal quotes
- Effectively implement systems, processes and tools that meet goals of the Client Success Team
- Track upcoming service renewals according to contract expiry date, by establishing weekly service renewal review meetings and by working in collaboration with CSMs
- Triage customer requests for support and forward these requests to the appropriate internal team within set service levels
- Monitor incoming emails and execute relevant emails in a timely manner
- Create progress reports, as assigned, according to established process
- Regularly run service renewal contract expiry reports and reconcile with tracking sheets to ensure all upcoming renewals are captured and executed
- Perform forensic analysis and be prepared to work in multiple applications to obtain correct device ID, service plan renewal data and related information
- Work with the team to escalate internal and external concerns, by ensuring that all resources used to maintain customer satisfaction.
- Actively look for ways to improve operating processes and team effectiveness
- Other duties as assigned.
About Blackline Safety
Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products. We offer the broadest and most complete portfolio available in the industry. Our products are designed to save lives and we monitor personnel working alone in populated areas, complex indoor facilities, and the remote reaches of our planet. Blackline’s products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gas. Our design, development, sales, marketing, support, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly-traded company (TSX: BLN). To learn more about our company visit www.blacklinesafety.com
Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions.
