Customer Implementation Specialist I

Summary

Join Sertifi as a Customer Implementation Specialist and guide new clients through the post-sales process. You will deliver live and recorded training on best practices for eAuthorize and eSignature tools, assisting with embedded forms and utilizing expertise in various systems. The ideal candidate possesses empathy, patience, and SaaS customer service experience. This role reports to the Manager of Customer Implementation and may involve minimal travel. Candidates must be US-based in Chicago or a Sertifi-approved remote work state. Sertifi offers a collaborative environment and competitive benefits.

Requirements

• Bachelor’s Degree from a four-year accredited College/University or related work experience
• 2-3 years experience in a customer onboarding, implementation, or customer service role
• Experience working in SaaS industry
• Experience with Salesforce.com
• Experience with Adobe Acrobat Pro
• Experience with Customer Success software (i.e., ChurnZero)
• Passionate about customer success and driving customer outcomes
• Ability to summarize technical and complex topics to a specific target audience
• Strong problem solving and analytical skills
• Extreme attention to detail
• Organization of workload
• Able to collaborate well with a team, but can also manage their workload independently
• Energetic and eager to succeed
• Must be highly motivated and have a positive attitude
• Excellent communication

Responsibilities

• Facilitate the transition of new clients from implementation to self-sufficiency using Customer Success software (ChurnZero, Salesforce)
• Educate clients through sharing training materials, and answering any follow up questions
• Perform live trainings with customers via Microsoft Teams
• Develop a basic knowledge of all Sertifi products
• Maintain customer needs, questions, and interactions to capture and share with Customer Success & Sales Teams as needed
• Respond to customer requests through shared inbox
• Utilize existing standard operating procedures to solve routine problems
• Collaborate with internal teams including Sales, Engineering, Product, and Marketing
• Work on ad-hoc customer set up and adoption projects as necessary

Preferred Qualifications

• Communication
• Teamwork
• Time Management
• Organization
• Interpersonal Skills
• Work Ethic
• Stress Management
• Creativity
• Resourcefulness
• Open to criticism

Benefits

• Competitive salary
• Unlimited PTO
• Medical/dental/vision insurance
• Short-term and long-term disability insurance
• 401k with company match
• Paid parental leave
• Life insurance
• Pre-tax Transit Benefit Program