Customer Success Specialist

Who You Are:

As an Advisor your sole responsibility is positioning yourself as the subject matter expert on software business growth through the effective use of technology. The Advisor utilizes their expertise in business process/change management and software technologies by implementing software best practices and ensuring adoption and success with software. Including detailed onboarding playbooks and building relationships with customers, business needs, and company.

What You Will Be Doing:

● Listen and fully understand customer requirements and ‘pain points’ and translate customer requirements into implementation plans.

● Develop, coordinate, and execute implementation/upgrade/conversion project plans, task schedules, and resource activities to ensure on-time and effective project delivery.

● Design, create and manage applications, and software integration/migration deployments.

● Implementation services are delivered within scope or manage any changes in project scope, identify potential issues and collaborate with leadership when needed, to develop contingency plans.

● Working with other departments and personnel to ensure information on customer needs are communicated.

● Follow up relentlessly with lagging or non-engaging accounts to ensure they implement successfully in their business.

● Assist in Educational webinars, workshops, and more.

● Staying up to date with product features and releases.

● Identifies opportunities to streamline procedures, enhance revenue and improve product efficiency.

● Updates customer journey playbooks.

● Demonstrate technical acumen to convert plans into workable solutions.

● Communicate a passion for customer success with a team player attitude.

● Monitor, anticipate, and exceed customer adoption and usage metrics (i.e., renewals and net promoter scores).

● Conduct analysis of approved customer content and create a transition plan or migration plan.

● Advise customers on best practices, risks, and changes that impact institutional processes and timelines.

● Responsible for driving consulting milestones and achieving the agreed-upon implementation schedule.

● Provide guidance to customers to address critical and/or outstanding issues impacting the successful Implementation.

● Actively lead the consulting engagement throughout the implementation.

● Drive collaboration between internal functional teams and customers to achieve milestones and deliverables.

● Handle basic support requests during the implementation phase.

● Develop a strong rapport with new accounts to ensure they are enthusiastic about HighLevel and set up for long-term success.

● Always looking for ways to improve our onboarding delivery.

● Maintain product knowledge and consistent education.

● Cross-training with other success functions.

● Other duties may be assigned and/or modified as business needs change

What Youll Bring:

● Associate degree or equivalent work experience and a minimum of two years of Customer success/software implementation/consulting experience or technical support.

● 2-3 years of experience using HighLevel or other similar vertical solutions.

● Strong skills, tact and diplomacy in dealing with sensitive customer issues, with exceptional follow-through ability and communication skills.

● Ability to handle multiple tasks in a fast-paced environment.

● Knowledge of internal systems preferred (HighLevel, Freshdesk, etc.).

● Strong understanding and proficiency in software solutions and professional service offerings.

● 2+ years of customer consulting work experience preferred.

● 2+ years of marketing experience is a plus!

● Strong verbal and written communication skills.

● IT technical skills and platform integrations.

● Experience in managing a diverse group and training each according to company standards.

● Great communication skills, verbal, written, and presentation capabilities with both customers and leadership.

● Self-starter, with a strong sense of ownership, assertive follow-through, and a passion for the highest level of customer satisfaction.

● Ability to handle the ambiguity that arises from time to time in a dynamic and fast-paced collaborative work environment.

● Strong analytical and organizational skills with superior attention to detail.

● Ability to produce high-quality documents, SOP’s and customer journey Playbooks.

Strong computer literacy, including MS Office Suite, Internet applications, and comfort and ability to advance technically.

Job Type: Full-time

Pay: Php30,000.00 - Php54,359.96 per month

Benefits:

• Work from home

Schedule:

• 8 hour shift

Supplemental pay types:

• Overtime pay

Language:

• English (Required)