• Collaborate with the Customer Onboarding & Integration Manager to monitor queues and take appropriate actions to ensure service-level goals are met. • Analyze historical data to forecast workload spikes and prepare the team for increased demand. • Monitor and maintain dashboards to identify trends and opportunities for improvement. • Track and analyze team performance metrics, providing actionable insights and recommendations. • Champion a consistent quality assurance program by monitoring customer interactions and evaluating performance against established standards and policies. • Identify inefficiencies in case management processes and implement improvements.

Role Description Join our Recreation Vertical (CampBrain) as Customer Success Specialist to make a real impact every day. This is a full-time, 12-month temporary contract to cover a maternity leave. The Client Success Specialist is responsible for driving client engagement, education, communication, and satisfaction to CampBrain clients. This role serves as a key advocate for clients by ensuring they remain informed, connected, and successful in their use of CampBrain. Through strategic communication programs, educational initiatives, community engagement opportunities, and client feedback management, the Client Success Specialist helps strengthen client relationships, improve product adoption, increase customer satisfaction, and support long-term retention. The role works closely with Product, Support, Billing, and Sales teams to create meaningful client experiences and ensure the voice of the customer is represented across the organization. Responsibilities - Client Communication - Develop and contribute to communication programs that keep clients informed, engaged, and connected to CampBrain. - Contribute to the monthly client newsletter, Year in Review, product updates, and other email communication. - Contribute to any in-app communication flows and messaging. - Create client-facing content that supports awareness, adoption, and engagement. - Collaborate with Product, Support, and Marketing teams to ensure consistent messaging. - Client Education - Support client success by providing learning opportunities and educational resources that help clients maximize the value of CampBrain. - Create and write educational resources and documentation. - Coordinate and host client webinars. - Create in-app tooltips and learning content. - Identify training opportunities based on client feedback and support trends. - Promote self-service learning and best practices across the client base. - Client Engagement & Community - Create opportunities for clients to connect, learn, and share experiences with CampBrain, and their peers and industry professionals. - Be a key player in CampBrain's presence at conferences and industry events. - Assist BRAINSTORM activities and initiatives. - Facilitate Virtual User Groups. - Host Office Hours sessions. - Encourage participation in community events and engagement programs. - Build stronger relationships between clients and the CampBrain team. - Client Satisfaction & Advocacy - Monitor and improve client satisfaction by proactively gathering feedback and acting on client insights. - Assist in Net Promoter Score (NPS) initiatives and follow-up activities. - Conduct outreach to clients based on NPS responses. - Monitor client health and conduct health-check conversations. - Identify opportunities to improve the client experience. - Act as a client advocate by communicating feedback and trends internally. - Support retention efforts through proactive relationship building. - Account Support - Support client account management activities and retention initiatives. - Participate in renewal discussions when escalated or requested. - Support client retention efforts and identify potential risks. - Manage exit processes and gather feedback from departing clients. - Maintain accurate records of client interactions and outcomes. - Collaborate with internal teams to support overall client success objectives. - Cross-Functional Collaboration - Partner with teams across the organization to improve client experiences and business outcomes. - Work closely with Product teams to communicate feature updates and gather client feedback. - Collaborate with Support and Implementation teams to understand client needs and challenges. - Partner with Marketing on communication campaigns and client-facing content. Qualifications - 3+ years of experience in Customer Success, Account Management, Client Support, Marketing, Communications, Education, or related fields. - Experience managing customer-facing programs and initiatives. - Experience hosting events, webinars, training programs, or community initiatives is considered an asset. - Exceptional written and verbal communication skills. - Strong relationship-building abilities. - Experience creating educational and engagement content. - Strong project management and organizational skills. - Ability to manage multiple initiatives simultaneously. - Customer-focused mindset with a passion for improving client experiences. - Strong presentation and facilitation skills. - Ability to analyze feedback and identify opportunities for improvement. Travel Requirements - Ability to travel throughout Canada and the United States as required for conferences, client meetings, industry events, and company gatherings. - Must possess a valid passport and be eligible to enter and travel within Canada and the United States. - Ability to travel approximately 10 days/year. Expected Outcomes - Clients feel informed, supported, and connected to CampBrain. - Increased participation in educational and engagement programs. - Improved customer satisfaction and advocacy. - Stronger client relationships and loyalty. - Better visibility into client health and sentiment. - Enhanced communication between clients and internal teams. - A more engaged and successful CampBrain client community. Benefits - Starting Salary: $55,000 - $65,000 CAD. Values and Life at Xplor Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day: - Find a better way - Do the right thing - Say it straight - Win together - Own the outcome Ready to apply? To start your application, please submit your resume, and we will be in touch as soon as we can. Got questions? You can email us at talentsupport@xplortechnologies.com.

• Complete customer account setup tasks, including majors, logo codes, billing accounts, and related internal account components. • Partner with credit, field sales, and internal teams to support timely financial onboarding and account activation. • Process customer vendor forms, new account paperwork, and related onboarding documentation with accuracy and attention to detail. • Research and validate customer information, including GPO affiliation checks, strategic account verification, and other account setup requirements. • Respond to field sales and internal partners regarding onboarding status, documentation needs, and account setup questions. • Use internal systems, Excel, account screens, and reporting tools to enter, validate, track, and update onboarding information. • Troubleshoot onboarding, billing, documentation, account setup, and system-related issues, escalating complex matters when needed. • Support service-level expectations, including timely responses and account setup completion within department guidelines. • Contribute to process improvement efforts that strengthen onboarding accuracy, efficiency, consistency, and customer experience.

• Provide personalized onboarding support for customers who sign up for our Fast Track Packages. • Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands. • Able to provide compliance guidance for all A2P products. • Manage Onboarding SLAs and credit utilization for each product • Partner with operations teams to scale onboarding volumes per assigned customer • Join weekly calls with customers to report metrics and review any open items or additional onboarding needs • Wear the Customer Shoes: Provide onboarding support for common customer inquiries through slack in addition to Service now; to ensure customers have an excellent experience with Twilio. • Draw the Owl: Assess the nature of product or service issues and resolve basic level problems • Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly. • Be Bold: Diagnose trends and report findings to our product team to ensure product related issues are resolved • Be an Owner: Partner with the account team to proactively address issues and advise on any industry changes that could impact customer onboarding experience.