What is Customer Success?

As tech companies in Alberta grow and scale, they are increasingly looking for customer success specialists to help them expand. While it’s true that most tech subscription and software sales are no longer an in-person experience, the focus on the customer remains of paramount importance.

Ensuring that customers are satisfied, have their questions answered and are provided with solutions that will help them solve business problems are all key factors in growing a tech company.

According to Technology Alberta, 4,000 tech positions needed to be filled in 2023 and we are seeing an increased demand for Customer Success specialists.

If you have experience in customer-facing roles such as sales, service, support or account management, you would be a great fit for our new Customer Success pathway.

Why enroll in the Customer Success program?

Companies need people who can successfully grow and nurture customer relationships. This is one key skill that automation will never replace. By being an effective listener and communicator, with some technical expertise and a problem-solver at heart, your role as a customer success specialist has a direct impact on the profitability, growth and success of a tech company.

In subscription software sales, retaining customers is key. Customer Success specialists tell us that helping customers overcome challenges and reach their goals is personally rewarding. Success in this role can often be measured through metrics such as customer retention, upsell opportunities, and customer satisfaction scores. Seeing tangible results can be motivating and provide a sense of accomplishment.

Why are there eight weeks of Essential Skills training?

In the first portion of the program, you will engage in deep career work to help identify skills, interests, values, and unique aspects of your personality. This self-reflection will give you a strong foundation to choose a career path that is a great fit for you. If you're still not sure, don’t worry. Our facilitators are experts in career development and we will help you figure out which of the three career paths is the best fit. Over on our blog, you can read about some of our previous learners and how valuable they found this experience. 

What roles will I be qualified for?

This program will give you the skills for entry-level positions including:

• Customer support specialist

• Customer success specialist

• Client success coordinator

• Renewal specialist 

• Customer Onboarding Specialist 

What will I learn?

You will learn about all aspects of the customer journey. We start with understanding the customer lifecycle, which begins with onboarding, understanding and aligning on customer needs and communicating the company’s value. We then move into learning about the Customer Health Scorecard, and how to expand revenues with strategies such as upselling, cross-selling and renewals. At the end of the course, you will have learned how to listen, receive and act on customer feedback, strengthening the relationship between customers and the company. These skills are essential for reducing customer churn and boosting customer retention—they also play a significant role in driving a company’s revenue.

What kind of projects will I work on?

Customer Onboarding - Design a customer onboarding process to set up customers right from the start.

Renewals - Develop a renewal process and presentation materials to increase retention and drive revenue.

Quarterly Business Review - Develop a QBR template and analyze key customer analytics.

Sales Transitions - Develop a handoff process for transitioning new clients from Sales to Customer Success.

What is the learning style?

This is not an academic or theory-based course. You will get hands-on learning, working on real industry projects. We like to think of learning in three phases:

• Learn - review videos/readings in advance

• Apply - apply the learning to real tech company projects and assignments

• Discuss - live sessions with instructors to discuss what you learned, collaborate with your cohort, and get feedback on your work and review how it was applied.

Our model of “learn while doing” ensures progress every week, and our alumni report gains in skills, confidence and tangible outcomes.

Who are the instructors?

Your instructors are from OnRamp and will include industry experts and seasoned sales professionals, with experience in the tech trenches.

What equipment will I need?

Standard laptop and wifi access. Wifi is provided free of charge in our Learning Space. You may also require access to Zoom and headphones.

How will I land my first job?

We offer a wide variety of career support. We teach you professional networking skills, help with resume writing and LinkedIn accounts - all of the tools you’ll need to land that first job. 

What are the hours and expectations?

Cohort 2 and 3 - Tuesday and Thursday evenings + the occasional Saturday, part-time and virtual so you can be working while taking the program.

It’s an intense, fast-paced learning experience intentionally designed to emulate what it’s like working in a tech company. You’ll be accountable for your own learning, with our support, but we won’t be holding your hand. It’ll be hard work, but for those who are up for it, you’ll be job-ready upon graduation.  

What are you waiting for?

Ready to learn more? Check out the Tech Adjacent program on our website or register for one of our upcoming online TechTrek sessions.