Customer Engagement Specialist

We are seeking a solution-driven professional who is passionate about delivering exceptional customer experiences, leveraging technology to drive growth and success. The Customer Success Manager plays a key role in ensuring our customers achieve their goals with our software and service. The ultimate objective is to increase value, retention, and revenue through expanded use of the platform.

- A highly motivated individual who excels at building relationships with team members and customers

- A customer-focused expert who understands how to create value for customers

- Someone who accepts challenges and remains laser-focused on increasing revenue

- An individual who enjoys identifying goals, breaking them down, and figuring out how to reach them

- A forward-thinking professional who continuously strategizes on where to find growth opportunities in the accounts they manage

- A person who is obsessed with customer success and goes above what's required to promote customer satisfaction

- Highly skilled at using computers, scheduling, running online web meetings with video conferencing tools, writing emails, and representing themselves warmly, professionally, calmly, and authoritatively over video and audio calls

- Able to think on their feet and rapidly come up with, articulate, and direct solutions to customer issues that arise

- Friendly, empathetic, a good listener, and possessing strong English communication skills, with the ability to communicate confidently with business owners and executives

Responsibilities:

- Serve as the primary point of contact post-sales by conducting thorough customer onboarding and education processes, taking full ownership of the account's health post-implementation

- Prepare the account to be billable by ensuring the customer successfully starts with our service, through an introduction to their assistant, by ensuring the customer has access to the platform, and by prompting the customer to delegate their first task

- Develop a goal plan for the customer, focused on short-term and long-term goals towards growth, and identify ways we can support those goals

- Proactively manage the relationship between our virtual assistants and assigned clients both during and post-onboarding, including periodic email check-ins with customers, ad-hoc phone/conference calls/texts, and actively checking-in with the virtual assistants, supervisors, and managers assigned to the account as well as monitoring customer usage using our proprietary web tool

- Manage all inbound customer communications by organizing/escalating and resolving issues appropriately, including assistant quality, staff replacement, billing, sales, and technical inquiries

- Understand our different offerings and the value we provide for each industry through each vertical and communicate it clearly to customers as they grow their engagement, potentially promoting upgrades, engaging in upsells, and obtaining customer referrals

Preferred Qualifications:

- A Bachelor's degree or higher

- Excellent written and spoken English communication skills

- At least one year of experience in client relationship management AND/OR project management is a must

- Experience with process implementation is preferable but not required

- Comfortable with a variety of technology platforms, including Mac, Windows, Chrome, iOS, Android, and video call communication tools

- Understanding of online software services and/or technology-based solutions

- Ability to develop and implement effective strategies

- Positive attitude with a desire to contribute to the company's success and remain professional under pressure with customers

- Strong interpersonal skills

Environment & Technology Needed:

- Fast, reliable internet connection and reliable electricity

- Professional microphone headset or functional computer microphone equivalent

- Clean and professional background/audio environment for video calls with customers

- Performance Bonus

- Opportunity to network with executives at a fast-growing company

- Avenues for rapid promotion and salary increases as the company scales