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Customer Success Expert

Purpose

As a Customer Success Expert, you will play a vital role in ensuring our customers achieve their desired outcomes using various business technologies. This role requires a dynamic individual with exceptional project coordination skills, a passion for technology, and a dedication to providing top-tier customer support. Ideally, you have experience with one or more of the following platforms: HubSpot, Odoo, Keap, and Thryv. Experience in related systems (CRM, ERP, Marketing Systems, HRIS) is also valuable. Basically, if you've learned multiple systems of any of these types, you're likely to pick up new related systems quickly.

Duties and Responsibilities

  • Customer Support
    • Respond to customer inquiries and requests via phone, email, and chat.
    • Troubleshoot basic technical issues related to CRM, ERP, and marketing automation platforms.
    • Escalate complex issues to appropriate technical teams.
    • Provide proactive guidance and best practices to customers.
  • Project Coordination: 
    • Collaborate with internal teams (e.g., sales, marketing, development) to ensure timely and effective delivery of solutions.
    • Track project progress and communicate updates to customers.
    • Assist in onboarding new customers and ensuring their successful integration with our services.
  • Technology Expertise: 
    • Maintain a strong understanding of various business technologies, including CRM, ERP, marketing automation, and website development platforms.
    • Continuously learn and adapt to new technologies and industry trends.
    • Share knowledge and insights with customers and colleagues.
  •  Relationship Management:  
    • Build and maintain strong relationships with customers.
    • Identify opportunities to expand customer engagement and adoption of our services.
    • Advocate for customer needs and feedback within the organization.
  • Training and Support: Provide comprehensive training sessions and ongoing support to clients, ensuring they have the knowledge and skills to effectively use their CRM systems.
  • Staying Current: Keep abreast of the latest ERP trends, best practices, and updates to ensure clients are equipped with the most effective strategies.

Skills and Education

  • Required:
    • Proven experience in a customer-facing role, ideally within a technology or SaaS environment.
    • Strong organizational and time management skills with the ability to prioritize effectively.
    • Strong technical aptitude and problem-solving skills
    • Excellent communication and interpersonal skills to effectively interact with clients and colleagues
    • A passion for technology and a desire to learn and grow.
    • Ability to work independently and as part of a team
    • Strong analytical and data-driven decision-making abilities
  • Ideal:
    • Direct experience in any of the following: HubSpot, Keap, Thryv, Odoo, MS Dynamics, Sage
    • 3+ years experience in a client-facing role
    • Bachelor's degree in a related field or equivalent work experience

Personal Attributes

We know that quality of life for all employees is strongly influenced by our working behavior, both in terms of personal accountability and how we treat one another. We're not looking for any mavericks here. If you love working within a team, if you value the intelligence and creativity of others, if you are able to check your ego at the door, if you are deeply curious about and committed to your craft, if you've achieved a certain amount of humility, we want you.  

Interested? Apply now!