Customer Success Onboarding Specialist
Constant Contact

Job Info

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The Customer Success Onboarding Specialist role for SMB Onboarding is responsible for driving customer adoption and success within a defined set of customers in the Small and Medium Business (SMB) category. The Customer Success Specialist ensures that customers receive targeted, low-touch yet high-impact, consultative support to accelerate the achievement of their business goals, predominantly during their first three months of using our features.

What You'll Do:

• Customer Onboarding & Guidance
• 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.

• Customer Engagement & Strategic Consultation
• Provide proactive, strategic support through various communication channels, including video messages, voicemails, emails, and texts, allowing customers to consume information at their own pace.
• This role includes approximately 2+ hours per day dedicated to making outbound phone calls to the dedicated base of accounts, as it is the primary method of connecting with customers.
• Monitor and analyze customer usage, process, and product adoption, adjusting the engagement strategy to align with customers' evolving needs and business goals.

• Content Utilization & Knowledge Sharing
• 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.

• Consultative Support & Strategic Insights
• Serve as a product expert, addressing customer queries, providing solutions, and guiding them to the appropriate resources.
• Offer recommendations on the various learning paths best suited to the needs of the customer, including but not limited to: video tutorials, live and on-demand training sessions, recommendations for upcoming webinars, and personally hosting 1:1 training for those who need a more guided experience to achieve success.
• 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.
• Consult with existing customers contemplating cancellation, offering them a chance to re-explore how to better leverage the core marketing fundamentals and features we offer, and re-align the customers' goals with Constant Contact's ability to help them achieve that success. 

•  Customer Success
• 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.

Who You Are:

• Bachelor's degree or equivalent experience in Business, Marketing, or a related field.
• 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.

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