Remote Customer Success Marketing Specialist

Summary

Join ECP, a market-leading SaaS solution for senior living communities, as a Customer Success Specialist! This new role will significantly impact how we partner with our customers. You will lead the development and execution of customer success programs, enhancing satisfaction and retention. Responsibilities include creating reports and dashboards, collaborating with cross-functional teams, and developing training materials. The ideal candidate possesses excellent communication and analytical skills, experience with SaaS products, and a passion for customer success. While based in Wisconsin, remote work within the U.S. is possible.

Requirements

• Bachelor's degree or equivalent experience
• Excellent communication skills, both verbal and written, including excellent presentation skills
• Ability to craft written and visual materials in alignment with company brand guidelines and tone
• Proven problem-solving abilities and a solutions-oriented mindset
• Enthusiasm for helping others and a passion for customer success
• Proven ability to lead cross-functional teams and manage multiple projects simultaneously
• Strong analytical skills with a keen attention to detail
• Excellent organizational and project management skills

Responsibilities

• Lead the development and execution of Customer Success programs and initiatives aimed at enhancing customer satisfaction and retention
• Maintain and improve customer success tools, processes, and workflows to drive operational efficiency and effectiveness
• Create and manage reporting and dashboards that provide insights into customer health, engagement, and success metrics and coordinate weekly team processes to action on this data
• Collaborate with the Customer Success team to identify trends, challenges, and opportunities for process improvements
• Work cross-functionally with product, sales, and marketing teams to share customer feedback and advocate for customer needs
• Monitor and analyze customer feedback, trends and utilization metrics to inform product development and customer success strategies
• Help develop training materials and resources to empower the Customer Success team and enhance their capabilities
• Act as a point of contact for operational inquiries and problem resolution within the Customer Success team
• Foster collaboration among internal teams to ensure seamless execution of programs and initiatives
• Ensure that best practices are followed to maintain high standards of service quality
• Partner with Customer Experience leadership on metrics to measure the effectiveness of Customer Success initiatives and drive continuous improvement
• Develop and present reports on program performance to executive management
• Continuously research and stay updated on industry trends to drive innovation in customer engagement
• Develop and manage program roadmaps, budgets, and schedules to ensure timely delivery
• Monitor program performance and implement necessary adjustments to meet goals
• Serve as a product expert, guiding customers on best practices and helping them leverage ECP features to overcome challenges
• Assist in developing customer education resources, including training materials and webinars
• Help identify and document success stories from customers that can be used for case studies and marketing initiatives
• Participate in company initiatives aimed at enhancing customer experience and operational efficiency
• Collaborate with cross-functional teams, including Sales, Product, Implementation and Support, to ensure seamless customer experiences

Preferred Qualifications

• Experience with SaaS products or technology in a customer-facing role or marketing role
• Ability to work in a fast-paced environment and willingness to “roll up your sleeves” to help build new programs and processes from scratch
• Experience in marketing, specifically with technical writing
• Experience in a SaaS environment
• Proficiency with CRM tools (HubSpot preferred) and data analysis tools
• Familiarity with the senior living or healthcare sector

Benefits

Remote work within the U.S