Customer Success Onboarding Specialist

Summary

Join Constant Contact as a Customer Success Onboarding Specialist and drive customer adoption and success for SMBs. You will lead the onboarding process, providing consultative support and strategic guidance to help customers achieve their business goals within their first three months. Responsibilities include collaborating with customers to establish onboarding milestones, monitoring customer usage, and sharing relevant industry insights and best practices. You will utilize various communication channels to engage customers and address their queries, offering personalized consultations and deep-dive sessions. This role requires a consultative approach to problem-solving and a proven track record of managing large customer bases. Constant Contact offers a competitive compensation package, including health and welfare benefits and paid leave, along with a flexible hybrid work model.

Requirements

• Bachelor’s degree or equivalent experience in Business, Marketing, or a related field
• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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

Benefits

• Health and welfare benefits including paid leave
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
• At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues
• You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities