Client Implementation & Support Specialist (1pm - 9pm ET) (12-month contract)

About Droptop: At Droptop, we're changing the oil change and automotive preventative maintenance industry with our cutting-edge software solutions. Founded with a mission to simplify the way automotive service centers operate, our cloud-based platform is the backbone of hundreds of efficient businesses. As a rapidly growing company, we're on the lookout for individuals who are passionate about making a tangible impact in the automotive service sector, are eager to grow with us, and are committed to excellence in everything they do. Job Summary We are seeking a Client Implementation & Support Specialist who is enthusiastic about delivering exceptional client onboarding experiences and driving customer success. This role will play a pivotal role in ensuring our clients are fully equipped to utilize our software to its fullest potential from day one. Responsibilities Client Onboarding (50%): ● Be the primary contact for welcoming and onboarding new clients, ensuring a smooth transition and understanding of our software during the customer’s first 60 days. ● Train and assist clients on configuring their business with our platform while also facilitating the migration of data from old platforms. ● Collaborate closely with internal sales and technology teams to exceed client expectations. Customer Support (40%): ● Provide timely and proactive support to clients, addressing any inquiries or concerns they may have during the onboarding process. ● Ensure client satisfaction by effectively resolving issues and facilitating a positive experience with our platform and services. ● Communicate feedback and insights from customer interactions to the internal team to help improve our products and services. Beyond the Day-to-Day (10%): ● Maintain and update internal documentation as processes and features change. ● Participate in feature testing and share feedback with the development team. ● Support ongoing knowledge base improvements. ● Take on special projects as business needs arise. Qualifications: ● Preference will be given to candidates located in the Greater Toronto Area (GTA). ● Bachelor’s Degree in Business Administration, Communications or related field ● 3-5 years of experience in client onboarding, account management, or similar roles. ● Proficiency with CRM tools (ActiveCampaign preferred) ● Exceptional communication skills, both verbal and written. ● A proactive approach to client service and a knack for problem-solving. ● Proficient in Zoom & MS Suite ● Technical background or familiarity with B2B SaaS software/web development processes is an asset. ● Experience in the automotive service industry is an asset. Work Environment ● Innovation Encouragement: A culture that values new ideas and supports initiatives to innovate and improve. ● Remote Work: Remote work with occasional visits to our headquarters for meetings and events. Compensation $55,000 - $65,000 CAD annually, based on experience and qualifications. Ready to Drive Change? If you’re passionate about making a difference in the automotive service industry and want to be part of a team that values innovation, customer success, and personal growth, apply to join Droptop today!

The Client Implementation & Support Specialist will be the primary contact for onboarding new clients and ensuring they understand how to use the software effectively. They will also provide ongoing support and address any client inquiries during the onboarding process.

Candidates should have a Bachelor’s Degree in a related field and 3-5 years of experience in client onboarding or account management. Proficiency with CRM tools and exceptional communication skills are essential.

Identified from the job description. Confirm important requirements above.

• Client Onboarding
• Customer Support
• CRM Tools
• Communication Skills
• Problem-Solving
• Zoom
• MS Suite
• B2B SaaS
• Web Development

Minimum education

Bachelor’s degree

Minimum experience

2+ years