Customer Success Specialist

Customer Success Specialist

Position Summary

The Customer Success Specialist supports the Channel Sales organization by driving efficient partner onboarding, enablement, and ongoing productivity. This role connects systems, processes, and cross-functional teams to enhance partner activation, engagement, and revenue performance.

The ideal candidate is detail-oriented, process-driven, and experienced with GTM systems (e.g., Salesforce, Odoo, PRM platforms), with a strong analytical mindset and passion for scalable partner operations.

Key Responsibilities

1. Partner Onboarding

• Process partner applications within SLA (<24 hours) and manage onboarding workflows.
• Coordinate account setup across systems (Salesforce, Odoo).
• Partner with Sales, Legal, and Finance on documentation and due diligence.
• Maintain and improve onboarding processes; identify automation opportunities.
• Track onboarding performance metrics (SLAs, conversion, activation).

2. Partner Enablement

Operational Readiness

• Train partners on PRM workflows (deal registration, certifications, resources).
• Develop and maintain enablement materials (guides, videos, FAQs).
• Manage PRM knowledge base and partner communications.

System Operations

• Support testing of GTM system updates impacting partners.
• Validate workflows, data integrity, and user experience during UAT.
• Document issues and coordinate resolution with system owners.

3. Channel Productivity

• Monitor partner performance metrics (engagement, deal registrations, ACV).
• Identify process inefficiencies and recommend improvements or training.
• Support enhancements to onboarding and post-sale enablement workflows.

4. Channel Reporting

• Ensure data accuracy across Salesforce, PRM, and Odoo.
• Own reporting for partner performance, onboarding SLAs, and KPIs.
• Collaborate with BI to enhance dashboards and reporting frameworks.
• Escalate data issues and highlight trends to stakeholders.

Qualifications

Required

• 2–4 years in channel, sales operations, client success, or partner program roles
• Experience with Salesforce; exposure to ERP/PRM platforms preferred
• Strong analytical and reporting skills
• Highly organized, detail-oriented, and able to manage multiple priorities
• Excellent cross-functional communication skills

Preferred

• Experience in SaaS or technology environments
• Background in partner enablement content creation
• Familiarity with UAT processes and system testing
• Experience with BI tools (e.g., Tableau, Looker)
• Understanding of channel sales processes and partner ecosystems

Core Competencies

• Process Excellence: Builds scalable, efficient workflows
• Data-Driven: Uses insights to guide decisions and measure success
• Collaboration: Works effectively across multiple teams
• Partner Focus: Delivers a seamless and high-quality partner experience

About ContactPoint360

If you want to be the next CEO… we’re not joking.

Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.

ContactPoint360 is a Canadian, people-first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within, proof that growth isn’t just a promise, it’s our culture. From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people, and we’re big believers in building futures, not just filling roles.

If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one. This is where potential turns into progression. Welcome home.