Director of Customer Success




Calgary – AB, Calgary – AB



Position Details:


The Aurum Group is seeking a candidate with Customer Excellence experience to join our expanding team in Calgary, AB. The ideal candidate must have exceptional customer service experience and time management skills. The primary responsibility of the Director of Customer Success is to ensure all customer inquiries, both internal and external, are handled thoroughly, thoughtfully and in a timely manner.


We are a full-service dental company, with high quality dental labs across Canada and U.S.A. We offer competitive salary package, benefits, paid vacation, pension plan and an exciting career in the dental industry.

Performance Requirements & Expectations:

  • Provide white glove service – internally and externally
  • Develop and implement customer service policies and procedures
  • Define and communicate customer service standards
  • Direct the daily operations of the customer success team
  • Ensure the necessary resources and tools are available for quality customer service delivery
  • Review and resolve customer complaints
  • Track customer issues in PowerBI
  • Monitor accuracy of reporting and data base information
  • Analyze relevant data to determine customer service gaps
  • Identify and implement strategies to improve quality of service, productivity and profitability
  • Liaise with company management in all locations to support and implement growth strategies
  • Co-ordinate and manage customer success projects and initiatives
  • Evaluate and performance manage staff
  • Identify and address staff training and coaching need

Skills & Qualifications:

  • Relevant bachelor’s degree
  • Experience n the service industry, hotel, restaurant, or retail would be a definite asset
  • Customer service experience
  • Supervisory experience
  • In-depth knowledge of customer service principles and practices
  • Competent with customer service software, databases, CRM tools, and PowerBI
  • Current with relevant technology trends and applications
  • Proficiency in MS Office applications
  • Experience in use of social media platform
  • Superior communication skills
  • Customer service focus
  • Supervisory skills
  • Analytical with a focus on problem-solving
  • Decision-making
  • Planning and executing
  • Initiative
  • Flexibility
  • Presentation skills
  • Stress tolerance

Why Should You Apply?

  • Competitive salary
  • Comprehensive Company Benefits
  • Company Pension Plan
  • An exciting career in the dental industry
  • Further education opportunities to advance your skills
  • Fax resume in confidence to Attention:Human Resources at 1-866-237-9442
  • Email your resume and cover letter to with Subject line: Employment Inquiry

We thank all candidates in advance for their interest; however, only applicants being considered for a position will be contacted. All resumes will be held in accordance with our privacy policy and will not be shared or distributed to any outside parties. We will not contact any current/previous employer without consent from candidate.

Our printable application form is available for viewing in Acrobat PDF format by clicking the links below (free Adobe Acrobat Reader is required):

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