Customer Success Onboarding Specialist

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams.  Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

We have an opening for a Customer Success Onboarding Specialist for SMB Onboarding who will be 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.
• 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 personalized avenues for customers to schedule one-on-one consultations and deep-dive sessions to address complex challenges.
• 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:

• 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.

#LI-HK1 #LI-Hybrid

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees$50,000—$62,500 USD

Why You’ll Love Us:

• We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for