Description
Key Responsibilities:
* Conducting onboarding meetings, product tours, company presentations, and product demos.
* Understanding customer context and goals and providing product information to best serve those goals.
* Educating customers and optimizing their product setup for the quickest path to success.
* Eliminating roadblocks in the way of customers’ goals: product issues, poor implementation, support issues, or customer knowledge gaps, or simply poor product understanding.
* Improving product adoption, customer retention, and helping foster positive customer relationships that create a loyal customer base.
* Assisting customer support with customer issues and requests.
* Providing materials to help customers learn best practices to achieve their desired outcomes faster and more efficiently.
Skills & Competancies:
* Minimum of 1 year of experience in communications, customer service and support, sales, account management, or customer success. Customer success courses / training are good to have.
* High emotional intelligence and empathy skills.
* Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues.
* Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship.
* Strong analytical and goal-oriented mindset.
* Advanced IT&C knowledge and capabilities and ability to learn new software tools on the job
