Type of Position:
Full-Time
Location:
Kitchener, ON (In-office)
Benefits:
RRSP with employer match, health benefits (effective day-1!), wellness benefit, learning & development opportunities, paid vacation, personal days, and sick days
ABOUT US: Intellijoint Surgical
At Intellijoint Surgical, we develop effective, easy-to-use technology that enhances surgeon performance and improves patients’ lives. Our tools are used in hip and knee replacements and have supported over 60,000 procedures to date. We believe in creating innovative products through real-world feedback — and we’re just getting started.
THE ROLE: Customer Success Associate
Intellijoint is seeking a proactive and detail-oriented Customer Success Associate to join our growing Commercial Excellence team. This junior-level role is ideal for a motivated individual who is passionate about customer success and process improvement. The associate will play a key role in administrating Intellijoint’s CRM (Salesforce) and implementing initiatives to support our customer success, marketing, and business operations teams. This individual will also help to streamline, optimize, and automate existing workflows with the goal of enhancing the user experience for our customer and sales representatives.
THE DETAILS: What You Will Do
CRM Administration - Support the day-to-day needs of Intellijoint Surgical by solving or troubleshooting issues related to quotation, contracts, purchase orders, billing, product feedback, customer complaints and system integrations.
- Manage account maintenance, data changes, and workflow updates within Salesforce to ensure continued ease of use and functionality of all users.
- Work with colleagues to continuously streamline, optimize, and automate sales, marketing, service and operations processes that depend on Salesforce functionality.
Customer Success Operations - Respond to customer and sales representative inquiries about contract renewals, order status, product availability, access to resources, or account questions.
- Monitor and track key Customer Success KPIs such as Net Promoter Score, customer satisfaction score, response time, and average resolution time.
Marketing Support - Provide administrative support, including CRM automation, for marketing campaigns, email outreach, and content development.
- Collaborate with sales representatives to develop contact lists for campaigns.
Operations Support - Assist with inventory tracking, order fulfilment, product availability inquiries, and basic logistics coordination.
- Support returns processing and product exchange procedures.
WHAT YOU WILL NEED
- 1-2 years of work experience in a similar customer success role.
- Completion of post-secondary education.
- Experience with Salesforce is mandatory.
- Advanced Salesforce knowledge is an asset, including ability to manage complex data sets, build custom workflows, maintain CRM hygiene and support automation.
- Knowledge of ERP systems and integration with Salesforce is an asset.
- Familiar with Microsoft Office suite including SharePoint.
- Reliable with a strong work ethic and a sense of urgency to help customers.
- Strong attention to detail with good organizational skills and task prioritization.
- Ability to problem-solve on their own but know when to escalate issues.
- Willingness to learn, grow professionally, and adapt as priorities change.
- Clear and professional communication skills (verbal and written).
WHAT DOES SUCCESS LOOK LIKE?
- Salesforce is maintained accurately.
- Inquiries are responded to with urgency.
- Processing time for orders is improved.
- Sales team is supported, and processes are improved to increase team productivity.
WHAT YOU CAN EXPECT: Employee Experience
- It is unrealistic for us to believe we will find someone who fits this position 100%
- Strong support towards career development and growth
- Work with innovative products that can improve surgical outcomes and enhance patient’s quality of life
- Work alongside a highly talented and driven group of team members and colleagues organization wide
- Work in an environment with high transparency and collaboration, along with lots of fun and social activities
- Be ok with change and share in our excitement as we scale
- Flexibility so that you can do your best both at work and outside of it
Intellijoint Surgical is committed to creating an accessible and inclusive work environment. It is our policy to recruit and select applicants solely on the basis of their qualifications. We are an equal opportunity employer that hires talent regardless of age, race, creed, colour, religion, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, or any other status or condition protected by applicable law. Intellijoint Surgical encourages applications from all qualified candidates.
Those in need of accommodation at any stage in the recruitment process should notify [email protected]. Any information received that relates to accommodation needs of a candidate will be addressed in a confidential manner.
