What are the responsibilities and job description for the Customer Onboarding Specialist position at Emotive.io?
About The Role and Your Impact:
At Emotive, we take our clients' experiences seriously. Our Customer Success team is on a mission to be industry leaders in providing an overall experience that delights our clients. From the moment our Implementations team gets our client onboarded on our platform, our Customer Success team takes the lead in engaging our customers to ensure positive outcomes using Emotive. Product adoption, adding additional seats and services to contracts, and ultimately renewals will fall under the purview of our Customer Success team.
How You Will Contribute:
- Empower our customers to reach their goals using the Emotive Conversational Sales Platform, data-based strategy suggestions, and our partner network
- Own the entire customer lifecycle after onboarding, including renewals
- Engage a portfolio of clients and build personal relationships with key people in the organizations
- Identify and act on win-win opportunities for additional client investments
- Relay valuable feedback and insights from the market to the product team
- Deliver keynotes and webinars on different aspects of personalization
- Improve both customer facing and internal processes
Skills You Will Bring:
- 3 years of customer success or account management with a technical (SaaS) product
- Highly organized - a project management background is a plus
- The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier
- Ability to understand the features and use cases of the Emotive platform
- Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications
- The capacity for creative problem solving
- Experience with advocating for your customers' needs within our organization and driving to solutions
- You can use data and statistics to identify patterns, using them for enriching your recommendations for process/product improvements
- Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates
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