Essential Duties & Responsibilities:
-Guide new clients through the onboarding process, ensuring they are set up for success.
-Conduct product demonstrations and training sessions tailored to the client’s needs.
-Develop and execute detailed implementation plans in collaboration with clients.
-Set clear timelines and milestones to track progress and ensure timely delivery.
- Technical Support and Troubleshooting
-Provide technical assistance to clients during the implementation phase.
-Address and resolve any issues or challenges that arise promptly.
- Customization and Configuration
-Assist clients in customizing and configuring the product to meet their specific requirements.
-Ensure all settings and features are optimized for the client’s use case.
-Build and maintain strong relationships with key stakeholders and decision-makers.
-Act as the primary point of contact for clients throughout the implementation process.
- Client Education and Training
-Develop and deliver training materials, resources, and workshops.
-Ensure clients have a thorough understanding of the product’s features and capabilities.
- Feedback Collection and Analysis
-Gather client feedback on the implementation process and the product.
-Use feedback to drive continuous improvement in the product and implementation strategies.
-Regularly update clients on the status of implementation.
-Communicate any potential delays or issues transparently and proactively.
- Cross-Functional Collaboration
-Work closely with sales, product development, and support teams to ensure a seamless client experience.
-Relay client feedback and requirements to the product team for future enhancements.
- Performance Tracking and Reporting
-Monitor key performance indicators (KPIs) related to client success and product adoption.
-Provide regular reports to internal teams and clients on progress and outcomes.
-Create and maintain comprehensive documentation for the implementation process.
-Ensure all client interactions and activities are accurately recorded.
- Advocacy and Customer Success Strategy
-Advocate for the clients’ needs within the company.
-Develop and refine customer success strategies to improve overall client satisfaction and retention.
- Post-Implementation Support
-Provide ongoing support to clients after the implementation is complete.
-Ensure clients continue to derive value from the product and address any post-implementation issues.
-Identify potential risks and challenges in the implementation process.
-Develop mitigation strategies to minimize the impact on the clients experience.
Required Skills:
- Organized and self-motivated
- Excellent oral and written communication skills
- Excellent analytical and problem-solving skills
- Time management and interpersonal skills
- Associates Degree preferred
- 1-2 years Customer Support experience in software preferred
- 1-2 years experience in SAAS products preferred
Job Type: Full-time
Pay: $36,000.00 - $40,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Education:
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Work Location: In person