Implementation Specialist

Summary

Join our team as an Implementation Specialist to ensure smooth transitions for new subscribers, fine-tune account settings, and provide personalized support through scheduled calls and emails. This role is crucial for customer retention and churn prevention.

Requirements

• 2 years of work experience in a customer-facing role, preferably in customer support, customer success, account management, or client services
• Comfortability presenting on video
• Strong written and verbal communication skills
• Empathy and a genuine passion for helping others succeed
• Problem-solving skills and the ability to think strategically
• Ability to communicate clear, detailed, and engaging instructions for customers to follow
• Strong follow-through and ability to work independently
• Goal-oriented attitude and focused on continuous improvement
• Curiosity and a passion for learning
• Organizational skills that allow for preparation ahead of client calls and clear presentations

Responsibilities

• Assist new customers in setting up their accounts post-trial period, ensuring all necessary configurations and settings are correctly implemented
• Work closely with clients to understand their needs and tailor account settings to maximize the software's effectiveness for their specific use case
• Educate clients on key features, particularly the payment processing system, and guide them through the setup and usage to enhance their business operations
• Conduct scheduled video and phone calls with clients to provide personalized assistance, answer questions, and troubleshoot any issues
• Regularly check in with new clients to monitor their progress, address any concerns, and offer additional training or support as needed
• Focus on customer satisfaction and retention by ensuring clients can effectively use the software to meet their business goals, thus reducing churn
• Maintain detailed records of client interactions, issues resolved, and setup progress to ensure a high level of service continuity and accountability
• Gather and relay customer feedback to leadership in order to improve our software and services offerings

Preferred Qualifications

• Experience in the health, wellness, or massage industry
• Experience using Zendesk, JIRA, and Monday
• Experience working remotely in a fast-paced team environment