Implementation Specialist

6 days ago

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Interiors International

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Architecture • Interior design • Project management • General contractor

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Description

• Job Summary • The Implementation Specialist plays a crucial role in ensuring newly paying subscribers transition smoothly from their free trial to a fully operational account. • This position involves fine-tuning account settings to meet each client's business-specific needs, with a particular focus on setting up and utilizing our payment processing system and revenue-generating features. • By providing personalized, proactive support through scheduled calls and emails, the Implementation Specialist assists customers during their first month as a paid subscriber and sets them up for long-term success. • This role is vital to customer retention and churn prevention by helping new customers gain confidence in their ability to manage and grow their practice on MassageBook. • Responsibilities • Client Onboarding: Assist new customers in setting up their accounts post-trial period, ensuring all necessary configurations and settings are correctly implemented. • Account Optimization: Work closely with clients to understand their needs and tailor account settings to maximize the software's effectiveness for their specific use case. • Feature Implementation: Educate clients on key features, particularly the payment processing system, and guide them through the setup and usage to enhance their business operations. • Customer Support: Conduct scheduled video and phone calls with clients to provide personalized assistance, answer questions, and troubleshoot any issues. • Proactive Outreach: Regularly check in with new clients to monitor their progress, address any concerns, and offer additional training or support as needed. • Retention and Churn Prevention: Focus on customer satisfaction and retention by ensuring clients can effectively use the software to meet their business goals, thus reducing churn. • Documentation: Maintain detailed records of client interactions, issues resolved, and setup progress to ensure a high level of service continuity and accountability. • Feedback Loop: Gather and relay customer feedback to leadership in order to improve our software and services offerings.

Requirements

• 2 years of work experience in a customer-facing role, preferably in customer support, customer success, account management, or client services • Comfortability presenting on video • Strong written and verbal communication skills • Empathy and a genuine passion for helping others succeed • Problem-solving skills and the ability to think strategically • Ability to communicate clear, detailed, and engaging instructions for customers to follow • Strong follow-through and ability to work independently • Goal-oriented attitude and focused on continuous improvement • Curiosity and a passion for learning • Organizational skills that allow for preparation ahead of client calls and clear presentations