Client Support Specialist - Toronto


Job Description

Krunchbox is seeking an experienced Client Support Specialist with the ability to manage a portfolio of clients across the US and Canada. Working together with the Business Development team and the data integration team, your role will be to assist with the onboarding of new users, the ongoing training and support of those clients, and for the overall success of the partnership between the two companies.

As the North American Client Support Specialist, you will:

New Clients

  • Liaise with the onboarding team, to track progress and provide weekly updates to the client
  • Source a calendar, and where appropriate a Product Master and Store Master
  • Maintain accurate records in Hubspot
  • Set up user-profiles and their credentials
  • Coordinate with Training team members to launch clients with effective user training
  • Articulate clearly and concisely, the Krunchbox value proposition

Ongoing Client Maintenance

Data Quality
  • Track the loading of the weekly data files and review results
  • Manage the checklist and tracking of all expected data inputs
  • Liaise with the Data Integration team to assist in resolving any issues
  • Ensure the data loaded looks correct and none of the data is missing
  • Proactively communicate any delays, errors, issues to customers
Customer Retention & Engagement
  • Monitor user logs - looking for accounts that are dropping in engagement
  • Organize training for program at launch and for new users as they come on board
  • Organize monthly calls with key contacts at customers
  • Help customers / users build recurring reports based on their needs/role
  • Develop a monthly scorecard that we can share with customers
Product Master maintenance
  • Work with customers to keep Product Masters & StoreMasters updated
  • Train Client Admin users on how to update PM/SMs
  • Track closed stores, new stores and adjust accordingly
  • Send out monthly updates to our customers about closed and newly opened stores
Ongoing maintenance
  • Add warehouse data and or supply chain data feeds to Krunchbox
  • Seek opportunities to add new retailers to existing customers roster of POS data
  • Manage all CRM and related ticketing activities
  • Identify and communicate opportunities to all clients


About you:

  • You are a self-starter with a proven ability to step up to challenges
  • You love working with clients, understanding their personalities and business needs, and delivering customized solutions
  • You have demonstrated the ability to manage and exceed expectations
  • You have the street smarts, creativity, perseverance and entrepreneurship to thrive in an environment with boundless opportunities
  • Working with a Toronto based team, you are nevertheless self-motivated and self-disciplined, and happy to work from your home office
  • Minimum of three years of experience in a retail industry related role
  • Proven track record as a top 10% performer
  • Tech-savvy, ideally with knowledge of a selection of retailer portals
  • Excellent excel skills, with a preference for knowledge of database structures
  • An interest in retail technologies and how they are changing the retail landscape
  • Proven track record of customer success management
  • Excellent, persuasive communication abilities (presenting, verbal and written) and listening skills
  • Detail oriented, strong relationship-building skills, and a focus on a high level of customer service.
  • Good team collaboration skills to get the best out of your colleagues
  • An ability (and desire) to learn new skills, specifically with online applications
  • Proactive attitude with a sense of urgency


Why you should join Krunchbox

  • Work in a fantastic team of passionate believers in the ability of data to transform customers’ businesses
  • Help create the future of business intelligence
  • Help solve real and meaningful problems


Interested? Email your resume to before Nov. 30th.