Implementation Specialist
June 29
Description
• Support the successful launch of our customers by working closely with Sales to run quick, efficient, and smooth handoffs when new customers sign up. • Partner closely with customer to ensure a strong onboarding experience throughout the Free Trial Period to convert customers to paid programs. • Build a strong rapport with new customers immediately; show expertise and earn trust to create a strong relationship. • Run launch calls with new customers, and deliver a "consultant" perspective during launch. • Overcome complex technical roadblocks and objections to have our best practices and suggestions adopted. • Discover any/all unidentified product needs, and work cross-functionally to scope out and troubleshoot tech issues. • Lead product trainings and teach customers how to use our self-service tools. Inculcate in customers how to work with our Support team. • Configure and thoroughly QA accounts ahead of launch. • Run regular check-ins with customers during their trial. • Build excitement about their success on the platform, encourage them to use additional products and send messages, and do everything necessary to hit their goals/KPIs.
Requirements
• 2-4 years of implementation, CSM, or Account Management experience required, preferably at a marketing/software company, bonus points for servicing DTC customers. • Strong understanding in customer success techniques and strategies. • Comfortable learning new products (our own) and software (Hubspot, Jira, Looker, etc.). • Experience navigating complex work processes, tight timelines, and changing teams. • Extremely detail oriented and organized. • Strong interest in startups, software and entrepreneurship.
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