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.
