Vention helps some of the most innovative manufacturing companies automate their production floor in just a few days. Vention's online-first manufacturing automation platform (MAP) enables its clients to design, automate, order, and deploy manufacturing equipment directly from their web browser.

Vention is headquartered in Montreal, Canada, with offices in Berlin and Boston, and is used in over 3,000 factories on 5 continents. In May 2022, with 300 employees (and growing), Vention announced the closing of US$95M in Series C financing, which will be used to grow Vention's go-to-market strategy, expand the company's global distribution footprint, and accelerate the development of its hardware and software platform.

Vention is looking for an enthusiastic and dedicated Customer Experience Specialist to join the Customer Success team in Montreal. You will provide first class customer support. Your primary mission is to ensure customer satisfaction. You will track all points of customer engagement, address customer queries, and identify ways to improve our customer services. We are looking for a technical thinker whose expertise results in excellent customer relationship management and a positive brand image.

 More specifically: 

● Become a technical expert on Vention’s flagship products and help our customers make the most of their Vention equipment 

● Support our customers along the entire sales cycle and streamline their customer experience ● Conduct post-sale 101 training sessions, which include technical onboarding, assembly trainings, maintenance and technical support with equipment commissioning 

● Add proactive prevention and troubleshooting of logistics/delivery issues (primary liaison between ops & sales & clients) 

● Process operational/logistics tasks such as order processing, order follow-up, returns, Zendesk admin etc. 

● Proactively engage with customers within our community page and via other means (surveys, calls etc.) 

● Monitor and compile NPS survey results and report to the organization 

● Support all live chat and phone calls and ensure proper routing in the organization 

● Partake in weekly case meetings, helping to identify opportunities to improve customer service and customer experience 

● Drive continuous improvement projects positively impacting the customer experience 

● Lead feedback sessions with our operation and quality teams

● A strong interest in engineering and continuous improvements. 

● Engineering degree is an asset 

● The ability to speak English fluently. Other languages are a plus 

● Strong communicator and capacity to present complex information to clients 

● Passion for serving clients and the ability to listen and detect client needs 

● Diplomacy, tact, and poise under pressure when working through customer issues.

 ● Ability to work in a fast-paced environment

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.