Specialist II ACRE Customer Success Management

Posting End Date:

Employee Type:

Do you provide solutions, deliver value and build lasting partnerships that drive real impacts? If so, then we encourage you to join Enbridge’s ACRE team as our Specialist Customer Success Management!  

This role is essential for ensuring that our clients, particularly enterprise customers, achieve their desired outcomes while using our AI/GenAI centered product. Our next team member will have a strong background in customer service, account management, and relationship building with a passion for driving customer satisfaction and retention.

We look forward to your application!

What you will do:

• Act as the primary point of contact for assigned clients, ensuring their needs are met and they receive maximum value from ACRE’s solutions
• Onboard new clients, providing training and support to facilitate a smooth transition and effective use of platform
• Monitor client health metrics and proactively address any issues or concerns to prevent churn and enhance satisfaction
• Collaborate with cross-functional teams, including sales, product, and support, to advocate for client needs and add to product improvements
• Conduct regular check ins and business reviews with clients to assess their satisfaction and find opportunities for upselling or cross selling additional services
• Develop and maintain positive relationships with key partners at client organizations to ensure long term partnerships
• Capture and analyze client feedback to inform product development and improve the overall customer experience
• Stay informed about industry trends and standard methodologies in customer success to continuously improve strategies and processes

Who you are:

You have:

• 7+ years of experience in customer success, account management, or a related role preferably in a technology of SaaS environment along with experience in the insurance industry and Enbridge, with a deep understanding of contract review processes and a bachelor’s degree in business, marketing or a related subject area

You can:

• Work in a team environment while managing multiple client accounts and priorities
• Show excellent problem-solving skills and a proactive approach to addressing client needs

You are:

• An excellent written and verbal communicator with strong interpersonal skills and the ability to build rapport and trust with clients  
• Analytical with experience using data to drive decision-making to improve customer outcomes

The following are considered assets:

• Knowledge of customer success methodologies and metrics, such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT)
• Familiarity with CRM software (e.g., Salesforce, HubSpot) and customer success tools

Working Conditions:

• Work performed in typical office environment with up to 15% travel within North America
• Enbridge provides workplace programs that differentiate us and offer flexibility to our team members. This role will have the opportunity to work 100% remote. #joinourteam

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Physical Requirements include but are not limited to:

Grasping, kneeling, light – moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, typing, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement and the ability to sit at a computer for long periods of time.

Mental Requirements (Both Field & Office) include but are not limited to:

Ability to: understand, remember and apply oral and/or written instructions or other information, understand complex problems and collaborate/explore alternative solutions, organize thoughts and ideas into understandable terminology, organize and prioritize work schedule on a short-term basis, make decisions which have moderate impact on the immediate work unit and monitor impact outside this area, understand and follow basic instructions and guidelines, complete routine forms, compose letters, outlines, memoranda and basic reports and communicate with individuals via telephone.

Company paid international relocation assistance is not offered for this role.

At Enbridge, we are dedicated to our core value of Inclusion. We are proud to be an Equal Opportunity Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, disability, or any other reason protected by federal, state, or local law. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting [email protected].

Information For Applicants:

• Applications can be submitted via our online recruiting system only.

• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

• Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit www.enbridge.com