Customer Success Expert - Grid 151
hace 19 días
Plymouth Meeting
Job Description Overview: We are seeking a highly motivated and customer-centric professional to join our team as a Customer Success Expert with a focus on onboarding new clients. In this role, you will be responsible for ensuring that our clients have a seamless and satisfactory onboarding experience with our products and services. This role will serve to aid in building and maintaining a strong relationship with clients and prospective clients. The CSE will also handle managed duties such as account management, providing high-quality customer service, facilitating necessary meetings and working with all departments on high-level client communication. Key Responsibilities: • Act as the primary point of contact for clients during the onboarding process, providing guidance and support to ensure a smooth transition onto our platform., • Develop and maintain strong relationships with clients, serving as a trusted advisor and advocate for their needs and goals., • Provide training and support to clients on our products, services, and technology tools., • Collaborate with internal teams, including sales, product, and engineering, to ensure that client needs, and feedback are incorporated into the onboarding process and product development., • Proactively identify and address potential issues during the onboarding process and work with the relevant teams to resolve them., • Gather feedback from clients and use that feedback to inform our onboarding process and product roadmap., • Create and maintain customer success metrics and reports and provide regular updates to the relevant stakeholders., • Contribute to the development of best practices and playbooks for onboarding and customer success., • Transfer forms, • Support with legal task and projects, • Utilize a ticketing system to document and track any client issues or suggestions., • Organize routine internal meetings to coordinate company events for holidays, incorporating marketing strategies to ensure effective promotion and engagement., • Plan and execute marketing collateral for social media post and use as sales collateral., • Host regular meetings with stakeholders at client companies to gain insights into their current state and take any feedback from their team., • Follow up with management for any outstanding issues that have not been resolved., • maintaining an in-depth understanding of the company's business model and being capable of responding to customer inquiries pertaining to it., • Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share, • Facilitate interaction and workflow among project team members, including third party service providers in order to ensure timely deliverable., • Collaborate closely with the IT, Product and Development team to ensure project timelines are tracked., • Assist the accounting department with invoice and billings., • Provide support to the accounting department in managing invoicing and billing processes. Qualifications and/or work Experience Requirements: • Strong understanding of the onboarding process and best practices for customer success., • Excellent communication skills, both verbal and written., • Ability to build strong relationships with clients and work collaboratively with internal teams., • Strong organizational skills and attention to detail., • Ability to prioritize and manage multiple tasks in a fast-paced environment., • Proficiency in Microsoft Office, Canva, Adobe Illustrator, • Experience with customer success metrics and reporting., • Strong problem solving, • Detail-oriented, • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary internal and external customer service. Physical Requirements: • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards., • Ability to maintain reasonably regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards., • Must be able to sit, stand, stoop or bend for an extended period (8 hours)., • Must be able to lift and carry up to 5 lbs., • Must be able to listen and speak clearly on telephone. Westcor offers some great perks: • Health, dental, and vision benefits, • Employer-paid disability and life insurance, • Flexible spending accounts, • 401K with company match, • Paid time off and company-paid holidays, • Wellness Resources Note: This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications associated with the job.