Customer Success Specialist (French Speaking)

Role Overview The Customer Success Specialist is responsible for supporting users, managing operational escalations, tracking system-related issues, and coordinating with internal teams to ensure timely resolution of reported cases. The role acts as a key coordination point between application users teams, Operations, IT, and the development team. The position supports the successful adoption of our system by ensuring that issues are properly recorded, business requirements are clearly documented, and users receive the required support, training, and follow-up. Key Responsibilities: • Manage user support requests and resolve issues or coordinate escalations • Track, document, and monitor system issues through to resolution • Gather business requirements and support enhancement requests • Coordinate with development, IT, and operations teams on fixes and improvements • Support user onboarding, access management, and training initiatives • Drive user adoption and identify opportunities for process improvement • Prepare reports on issues, system performance, and user feedback • Maintain clear stakeholder communication and follow up on action items • Contribute to continuous improvement of processes and user experience Ideal Candidate • 3+ years of experience in customer-facing roles within a technology-focused environment • Strong communication and stakeholder management skills • Experience in application support, customer success, customer onboarding, or delivering training on technology products • Organized, detail-oriented, and proactive problem-solver • Fluent in both English and French