About this Client Success Specialist role at HighlightTA
About OSG
OSG is a national leader in workplace health and safety, delivering training, consulting, and software solutions that help organizations operate safer, smarter, and more effectively.
We partner with organizations across Canada to navigate complex regulatory environments, reduce risk, and build strong safety cultures that support both compliance and performance. Our approach combines practical expertise, modern learning solutions, and a deep understanding of workplace realities.
At OSG, we believe safety is not just about meeting requirements—it is about enabling people and businesses to thrive. Our team is driven by a shared commitment to quality, continuous improvement, and making a meaningful impact for our clients every day.
About the Role
The Client Success Specialist plays a key role in supporting and maintaining strong relationships with OSG clients. Acting as the primary point of contact, you will help clients navigate OSG's training, consulting, and online services by providing timely support, coordinating service bookings, identifying additional needs, and proactively following up on upcoming certification renewals. Through ongoing communication and relationship-building, you'll help drive client satisfaction, retention, and continued engagement with OSG.
Key Responsibilities
Client Support
Respond to inbound client contact by phone, email and chat within established service standards.
Resolve client support and troubleshooting issues, escalating and coordinating with internal teams through to closure.
Provide technical support to online learning clients, troubleshooting platform issues and helping ensure a smooth learning experience.
Answer client questions about OSG training, consulting and online services.
Service Booking and Sales
Book services for clients on request, confirming the request is understood so the right service is recommended and processed correctly.
Identify additional client needs during conversation. Book additional services directly where no further discovery is required, and make a warm transfer to the appropriate team member where further discovery is needed.
Proactively contact clients to coordinate and schedule evaluations, working closely with the Training Coordinator to ensure timely bookings.
Retention and Renewal
Make proactive outbound calls to clients ahead of certificate and service expiry to secure recertification and renewal.
Onboard clients to OSG services.
Internal Support and Administration
Provide administrative support to the Sales team.
Track client interactions, issues and outcomes in the CRM.
Maintain working knowledge of OSG’s service catalogue and relevant health and safety regulatory changes.
Other duties as assigned.
Qualifications and Experience
Must Haves
Post-secondary diploma or degree, or equivalent practical experience.
Previous experience in a customer-facing role with a strong focus on communication and relationship-building.
Strong written and verbal communication skills, with the ability to communicate clearly, professionally, and confidently with clients.
Composure and empathy with frustrated clients, including the ability to de-escalate.
Comfortable making proactive outbound calls to clients, initiating conversations, and confidently discussing service needs, renewals, and additional opportunities.
A genuine interest in solving client problems.
Sound judgment on when to resolve, when to escalate, and when to transfer.
Accuracy and attention to detail when booking services and preparing quotes.
Organized enough to juggle a high volume of inquiries and keep follow-up commitments.
Comfort with software tools and a willingness to learn OSG systems.
Nice to Haves
B2B customer-facing experience.
Exposure to CRM software. OSG uses Salesforce.
Familiarity with workplace health and safety training or compliance.
French language skills
No prior client success or inside sales experience needed. This is an entry-level role and OSG provides structured training.
How We Hire
We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews.
This posting is for a current, open position within OSG.
This opportunity is offered through HighlightTA, the on-demand talent team supporting OSG's growth.
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