Lexum is Looking for a Customer Success Specialist

Lexum is currently looking for a specialist to join its customer success team. Apply via carriere@lexum.com.

Lexum informatique juridique inc. (“Lexum”) builds the fastest, most appreciated legal information products. More than 80% of Canadian lawyers identify CanLII, a freely accessible Lexum achievement, as the most convenient site for finding legal information. Lexum offers competitive salaries and excellent working conditions. The company, which has 35 employees, is located in the heart of Plateau Mont-Royal, on the corner of Saint-Laurent and Rachel.

Summary

Reporting to the Product Owner, you will respond to and interact with customers and users of Lexum’s products and services. You will develop a relationship of trust with Lexum’s clients, most of whom have been doing business with the company for many years.

Working in collaboration with Lexum’s IT team in particular, you will participate in the quality assurance of Lexum’s products and services and contribute to the development of customer resources. You will take part in the personalized product integration provided to customers and ensure that customers and users are successful in using Lexum products and services on a day-to-day basis. You will also be involved in the delivery of projects that transform and enhance large volumes of legal documents.

What You’ll be Doing

  • Responding to customer inquiries by email, videoconference, or phone
  • Ensuring that customer requests are documented, tracked and resolved in a prompt manner via Lexum’s work management tools
  • Diagnosing and fixing customer issues
  • Taking part in product development meetings
  • Participating in software alpha and regression testing
  • Providing training to customers
  • Escalating urgent issues that require different expertise to resolve
  • Helping to better the Customer Success team, along with related processes

Qualifications

What You’ll Need to Succeed

  • Fluency in English and French (reading, writing, and speaking)
  • Dynamic and motivated personality
  • Ability to quickly learn new tools, software and technologies
  • Excellent communication skills, including the ability to clarify technical challenges and solutions in a simple and concise manner
  • Effective decision-making and problem-solving skills
  • Ability to perform work in a low supervision environment
  • Thoroughness and quality orientation

« Nice to Have »

  • Prior customer or technical support experience
  • Prior experience with Atlassian tools
  • Knowledge of the legal field
  • Government (federal and provincial) work experience
  • In-depth knowledge of MS-Word

Regarding the Offer

Job Type

Full-time, permanent

Schedule

  • 7-hour shifts
  • Monday to Friday
  • Work from home part-time

Benefits

  • Casual dress
  • Company events
  • Life and disability insurance
  • Health and dental care
  • RRSP matching program
  • Training and development policy
  • Employee assistance and wellness programs
  • 4-week paid vacation per year
  • 5 paid sick days per year