Remote customer onboarding Jobs in February 2020
3 Remote customer onboarding Jobs in February 2020Post a job
The Customer Engagement Manager role is the first of its kind at Later. You will be joining an experienced team that to date has been serving all customer types, but you bring strong leadership skills and expert knowledge in serving high value customers that require more hands-on guidance. Your goal is to proactively engage with our high value customers to understand their goals with using Later, onboard them with a strategic hands-on approach, ensure they are getting continued value from the product to optimize expansion and upselling opportunities.
Later’s customer base has been growing rapidly, and to optimize customer retention we need someone who can ensure this segment of our customers reach their long term goals. You will work within the Customer Success team, alongside our Education and Onboarding teams to develop high touch strategies across the entire customer journey.
Onboard Later’s high value customers with a combination of 1-to-1 and 1-to-many touchpoints
Identify opportunities and implement strategies for retention, renewals, and expansion
Provide proactive touchpoints with Later’s VIP companies such as Nike, NBC, Spotify, Patagonia, and more
Be the first point of contact for inbound inquiries and responses to 1-many onboarding campaigns
Conduct webinars and run product demos guiding customers on how to use Later to accomplish their goals and desired outcomes, as well as drive usage of key features that contribute to activation and retention
Develop training materials such as slides, scripts, and recorded demos to help customers achieve their outcomes at different stages of their journey
Proactive outreach to customers that may need help
Collect product and cancellation feedback
Work cross functionally with Product and Marketing teams to represent the voice of Later’s high value customers
Collaborate with Customer Education and Customer Onboarding within the Success team to ensure strategic alignment
Approach all strategy and tactics with a data driven approach - creating hypotheses and assumptions, validated with data insights
Skills and Qualifications
3+ years in a Customer Success/Account Management role preferably in a B2B SaaS environment
Experience planning low touch and high touch customer onboarding strategies
Strong sense of analytics and how to measure results, obsessed with making optimizations to take your work to the next level
Ability to quickly uncover root causes and desired outcomes, and translate insights into actionable steps
Strong command of the English language, both written and verbal
You are a creative thinker who is comfortable working both independently and in a team environment. You embrace feedback, and have a constant desire to learn and improve.
Knowledge of the Social Media Market (bonus for experience working with/in Social Media Agencies)
Bonus: you’ve used Marketing Automation and Customer Success tools such as Intercom, Zendesk, Amplitude, Asana, etc.
Postscript is redefining marketing for e-commerce companies. By introducing SMS as an entirely new channel for e-commerce stores to engage, retain, and convert their customer base, brands are seeing huge ROI with Postscript. Backed by Y Combinator and other top investors, Postscript is growing fast and looking for remarkable people to help build a world-class go-to-market organization.
This role will be the first face our Mid Market and Enterprise customers talk with, guiding them through the Postscript setup. You will be responsible for implementing, troubleshooting, and following up during the customer ramp period. This role is FULLY REMOTE, so comfort with being a self-starter and ambiguity is a must.
The perfect fit will be highly motivated with strong communication skills, a passion for helping people, an interest in problem-solving, an and the versatility to work on a variety of projects.
- Run one-on-one, best in class onboardings with our customers
- Strategize with customers on marketing strategies to drive growth
- Become a critical voice on the team in iterating on our customer journey
- Build strong relationships and brand loyalty with our customers
- Design creative and new ways to onboard customers to fuel growth
- Follow up with customers to ensure their technical issues are resolved
- Maintain an expert level understanding of the Postscript product, along with larger e-commerce & marketing knowledge
What We'll Love About You
- 2+ Years in a high growth customer-facing role
- Passion for helping customers and being a teacher
- Proactive problem solver who isn’t afraid to break things
- Ability to make any customer smile and deliver a great experience
- Receptive to feedback and quick to iterate
- Several years of experience in a remote-first role
- Experience with e-commerce and digital marketing is a plus
What You'll Love About Us
- Happy customers who want your product
- Opportunity to join a rocket ship in its early stages
- Lots of room for growth – we empower our people then get out of their way
- Fun – we're passionate and enjoy working together
- Transparency - we’re open about the state of the business and take mentorship seriously
- Empathy - we care about our employees and our customers - no room for jerks
- Fast-paced, growth-focused environment
- Travel - we get the whole team together in fun locations 3 times/year
- Remote culture - work from home (or wherever)
- Above market compensation, including equity, unlimited PTO + health, dental, vision insurance
- Pick your own equipment/work set up
We’re on the search for a Customer Onboarding Specialist with proven experience building relationships and advising clients. As the first point of contact for new users and leads, you’ll help new and prospective clients fall in love with SimpleTexting. The business texting journey is exciting, and you’ll be the trusty guide for those who embark upon it. Prior client-facing experience at a B2B company is a must. Bonus points if you have a background in sales!
SimpleTexting is the leading web-based platform for SMS marketing and business texting. Our software gives organizations the ability to send marketing campaigns, share important alerts, and provide 1-on-1 customer service using text messages. Thousands of organizations in North America rely on SimpleTexting to connect with their audiences. Our clients include Fortune 500 companies, small businesses, nonprofits, healthcare providers, churches, schools, and more. And with a powerful suite of features that includes segments, autoresponders, data collection and analytics, our platform is designed to help businesses start and scale their engagement through SMS.
It’s up to you to help users adopt our product as quickly, effectively, and enjoyably as possible. No small task, but a huge opportunity.
Lead live coaching sessions and presentations to train clients in the use of our platform as well as answer questions via phone, email, and live chat
Develop new business through proactive efforts and by managing new leads from visitor to trial sign-up to paid plan
Consult with clients’ who showed interest in our trial plan and guide them to implementing SimpleTexting as a solution for their SMS needs
Find out the needs of new sign-ups and demonstrate how SimpleTexting can help them succeed
Learn the ins-and-outs of everything SimpleTexting. Before you can help others, you need to become a pro.
This Role Is For You If
You’ve helped manage accounts at a business or technology company
You love to think outside the box and come up with proactive, creative solutions
You have no problem fielding advanced product and technical questions
You’re confident, articulate, and sensitive to the needs of others
You know how to listen and are a pro at presenting, too
You enjoy juggling multiple tasks at once in a fast-paced environment
At least 2 years of experience working with customers
Familiarity with chat and CRM platforms
Healthy customer obsession and focus on delivering exceptional client experience
English is your primary language. Secondary languages are a plus.
Ability to learn new software platforms quickly
Self-starter, positive attitude
Highly organized. You can manage and prioritize several different projects.
Bachelor’s degree, preferably in a related field of study
2+ years in customer onboarding / support / sales role
Experience conducting product demos using software such as Zoom or UberConference
If you’re in Miami, you’re welcome to join us at the office!
Compensation and Benefits
Compensation commensurate with your proven abilities
Unlimited flexible time off policy
How to Apply
Follow this link to apply: http://bit.ly/2MxYhm9