Customer Success Specialist

Hiboo Networks Inc., is a new telecommunications company in the Ottawa-Gatineau region that is wholly owned by Hydro Ottawa Holdings Inc. 

Hiboo Networks Inc is passionate and excited to provide high-quality and high-speed fibre optic network solutions and internet services to the Ottawa-Gatineau region. Our fast, high-capacity and highly secure connectivity solutions built on state-of-the-art technology, will deliver the low latency and high reliability network services that the business community increasingly requires to support the region’s global leadership and international growth and success.

Imagine working for an exciting new company, where employees have a chance to make a difference, be innovative and contribute to the success of the organization.

Hiboo Networks Inc. is currently searching for a talented individual to join our team as a Customer Success Specialist. As the centre piece of Hiboo Networks service organization, this position will monitor customers’ service or business-related activity, proactively interact with customers to mitigate issues, help customers maximize their utilization of the service and its features, and are always on the lookout for growth opportunities. This position will also promote customer goals and interests and will serve as client advocates within Hiboo Networks, working with the tools and data at their disposal to best serve as a liaison between the customer and the company. 


The successful candidate will focus on building strong relationships, trust and rapport with customers and collaborating with cross-functional leaders internally to deliver excellent customer experiences.  The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. 


Here’s What You Will Do

  • Build and maintain customer relationships and serve as the day-to-day contact for assigned accounts, while identifying areas of opportunity and highlighting best practices
  • Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
  • Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
  • Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
  • Communicate effectively with both internal and external managers to better understand customer needs, maximize retention and growth, and share learnings
  • Monitor assigned customer activity related to the product or services they have subscribed to or purchased
  • Maintain existing customer-success metrics and data as directed
  • Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
Work with the sales and marketing teams to boost customer referrals and develop case studies

Here’s What you Need – Skills and Qualifications

  • A Post-Secondary Diploma or Degree in Sales, Marketing or another related discipline
  • A minimum of three (3) years of experience in communications, marketing, sales, account management, or customer success
  • Strong skills in verbal and written communications, strategic planning, and project management and ability to maintain conversations with clients in a diplomatic and goal-focused manner.
  • Analytical, process and goal oriented mindset
  • Ability to work effectively across multiple departments in a deadline-driven environment
  • A multitasker who can quickly adjust priorities
  • Knowledge of Salesforce and project management tools
  • Experience in event planning

Here’s What’s Great to Have – Core Competencies

  • Adaptable, adjusts and responds to change, can pivot and prioritize 
  • Commitment to quality and excellence
  • Entrepreneurial spirit, is innovative, challenges the status quo and can take risks
  • Motivated to “hit the ground running”, a self-starter who can take initiative 
  • Integrity, is trustworthy, fulfills commitments and does what is right
  • Collaboration skills, a team player who loves working with others and sharing ideas
  • Provides “best in class” customer service
  • Experience in a start-up organization and/or the IT/telecommunications industry is an asset
  • Bilingual and the ability to effectively communicate to business leaders in both English and French is an asset

Here’s Why You Should Join the Hiboo team!

  • Compensation and Incentive Program 
  • Benefits and RRSP Matching Program
  • Generous Paid Leave 
  • Employee Referral Bonus
  • Wellness Reimbursement Program
  • Home Office Reimbursement Program
  • Cell Phone Reimbursement Program
  • Employee Assistance Program
  • Professional Development

As we build our team, the health, safety, and well-being of our employees is our top priority. Hiboo offers employees flexible work arrangements however, this position is located in Ottawa, and face-to-face meetings with the team will be required. We value the innovation and teamwork that happens when employees come together and are committed to establishing a dynamic workforce that reflects the community it serves. We are stronger together!

Hiboo Networks Inc. is committed to establishing a qualified workforce that reflects the diverse population it serves, and we encourage applications from all qualified individuals. We are committed to preventing and removing barriers to employment for people with
disabilities and invite you to contact us if you have questions regarding accessibility or accommodation.

If you are looking to join a new dynamic organization that values entrepreneurial thinking, excellence, innovation, integrity, teamwork and best in class service, we want to meet you!

Please apply by sending us your resume to