Bilingual Customer Success Specialist (Junior)

About the Role 

Are you passionate about helping businesses streamline their operations and hit their compliance goals? We’re looking for a driven, fully bilingual (English/French) Customer Success Specialist to join our highly collaborative Customer Success Cell, a tight-knit team that stays aligned through daily huddles.

Your mission is to help companies worldwide achieve comprehensive compliance. You will become a technical expert in Nimonik’s software, guiding customers through the deployment of our solutions. Specifically, your portfolio will focus on empowering Oil & Gas companies to seamlessly manage their regulatory compliance needs and Industry Standards libraries.

Your Growth Path:

This role is a fantastic launchpad into the SaaS software industry, designed to scale with your expertise:

• The Starting Line: You’ll begin by learning the platform inside and out, resolving support tickets, answering customer calls, and directly assisting our senior CS team with general tasks such as managing the CRM.

• Taking Ownership: As your technical mastery grows, you will transition into a dedicated account management role. You will independently onboard and manage your own book of business, in both English and French, driving product adoption, ensuring customer retention, and securing renewals.

What We’re Looking For:

• Language: Flawless written and spoken fluency in both English and French to support our diverse client base (Required).
• Industry Focus: An interest in supporting complex regulatory needs for clients in the Oil & Gas sector.
• Drive: Customer-facing confidence, excellent communication skills, and a desire to grow your career within our Customer Success Cell and the broader Nimonik organization.

Job Responsibilities

Phase 1 Responsibilities (First 6 months) 

1. Help handle incoming tickets to our Support Portal
2. Take incoming calls and triage to the appropriate teams
3. Create, translate, and maintain support pages on our Support Portal
4. Help assist Customer Success Cell with general tasks (CRM Management, etc.)

Phase 2 Responsibilities (6 months - 12 months)

1. Maintain Phase 1 Responsibilities
2. Help support a small portfolio of current Oil and Gas customers
3. Help support a small portfolio of current French-speaking customers
4. Continue training with Customer Success Cell as part of ongoing development toward independent account management

Phase 3 Responsibilities (+12 months)

1. End-to-end ownership of a portfolio of Oil & Gas customers (implementation, onboarding, long-term support, renewal) 
2. End-to-end ownership of a portfolio of French-speaking customers (implementation, onboarding, long-term support, renewal)
3. Educate existing customers about software improvements or changes
4. Identify software bugs, as well as customer needs and communicate those gaps to Nimonik management

Requirements and Skills

1. Fluent in English and in French
2. Strong communication skills
   1. Ability to convey complex information in an accessible manner
   2. Presentation and verbal communication
   3. Comfortable with public speaking (virtual and in-person)
   4. Cross-cell communication and collaboration
3. Proactivity and organizational skills
4. Ability to function efficiently in a fast-paced environment
5. Skills and experience in the areas of project management, business development, and/or customer relations
6. Familiarity with web technology and mobile technology
7. Excellent attention to detail
8. Strong sense of responsibility
9. Curious and flexible with strong problem-solving skills
10. Ability to conduct oneself professionally and conscientiously.
11. Motivated to expand knowledge about EHS regulatory compliance and standards industry (ISO, ASTM, CSA, etc.)

Assets

1. Customer success and customer engagement experience
2. Knowledge of the Oil & Gas Industry in Canada
3. Degree in EHS, management, librarian studies, data management or other related fields
4. Experience working with regulatory data (preferably EHS and others) or industrial standards and understanding of management systems (ISO 14001, 45001, 9001,...)
5. Familiarity with Lean methods (Kanban, Kaizen, Muda,...)

Compensation

• Annual Salary of $55,000 CAD  with a weekly schedule of 37.5 hours, not including lunch breaks.
• Fifteen (15) days of paid holiday per year and four (4) sick days per year. Vacation increases with seniority. Canada also has nine (9) statutory holiday days throughout the year. 
• Reimbursement of pre-approved expenses
• Participation in Group RRSP with annual $1000 matching after three months of full time employment
• All employees can take an additional three (3) days per year per child 13 years or younger to take care of them when they are sick or require extra assistance.
• Participation in Company Health Plan after three months of full time employment
• Offices are closed the week of Christmas (details determined annually)
• Offices are closed Fridays in July (details determined annually)
• You have access to $500 CAD in training expenses per year
• Paternity/maternity gap pay for first 8 weeks of leave
• You have the right to take up to 10 hours a month of paid time (within the regular work hours) for training

How to Apply

Submit a cover letter that includes the following elements:

1. Address your cover letter to “Dear Nimonik Customer Success Cell”
2. Why do you want to join Nimonik’s Customer Success Cell as a junior team member?
3. Describe a specific example of a time when you had to think on your feet, react quickly, and successfully resolve an issue. What was the outcome?