Hybrid Customer Success Onboarding Specialist

at Constant Contact

• Job title: Customer Success Onboarding Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $50,000 - $62,500 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Waltham, United States

About the role

• Customer Success Onboarding Specialist driving customer adoption and success for SMBs at Constant Contact. Lead onboarding processes and provide strategic support for customer engagement.

Responsibilities

• Lead and execute the onboarding process for SMB customers, guiding them in deploying and utilizing core fundamentals of marketing and features efficiently.
• Collaborate with customers to align with their business goals and establish clear onboarding milestones.
• Provide proactive, strategic support through various communication channels, including video messages, voicemails, emails, and texts, allowing customers to consume information at their own pace.
• Monitor and analyze customer usage, process, and product adoption, adjusting the engagement strategy to align with customers' evolving needs and business goals.
• Champion the use of scalable practices by directing customers to existing self-service resources like our video series, knowledge base articles, pre-recorded webinars, and blogs.
• Curate and share relevant industry insights and best practices to empower customers in their marketing efforts.
• Serve as a product expert, addressing customer queries, providing solutions, and guiding them to the appropriate resources.
• Offer personalized avenues for customers to schedule one-on-one consultations and deep-dive sessions to address complex challenges.
• Exhibit a trainer-inspired presentation style, marked by a welcoming and charismatic approach that encourages customers to comfortably share their needs, fostering a consultative and engaging experience.
• Drive SMB customers toward achieving their business goals through optimal use of our services.
• Leverage proficiency in industry marketing best practices to support the overall alignment of Constant Contact within their marketing strategy.

Requirements

• Previous experience in a Customer Success role or equivalent experience required.
• 2+ years of experience in a customer-facing role, preferably in a SaaS environment.
• Strong Constant Contact product knowledge and the ability to learn quickly.
• Excellent written and verbal communication skills.
• Proven ability to manage multiple projects at a time while maintaining strict attention to detail.
• Comfortable working in a fast-paced environment.
• Proven track record of successfully managing large customer bases.
• Creative and consultative approach to problem-solving and customer engagement.

Benefits

• Health and welfare benefits including paid leave
• Generous paid time off