Customer Success Expert - Grid 151 at None

https://www.ardaninc.com/california-employee-and-job-application-privacy-notice/ 

Overview:

We are seeking a highly motivated and customer-centric professional to join our team as a Customer Success Expert with a focus on onboarding new clients. In this role, you will be responsible for ensuring that our clients have a seamless and satisfactory onboarding experience with our products and services. This role will serve to aid in building and maintaining a strong relationship with clients and prospective clients. The CSE will also handle managed duties such as account management, providing  high-quality customer service, facilitating necessary meetings and working with all departments on high-level client communication.

Key Responsibilities:

• Act as the primary point of contact for clients during the onboarding process, providing guidance and support to ensure a smooth transition onto our platform.
• Develop and maintain strong relationships with clients, serving as a trusted advisor and advocate for their needs and goals.
• Provide training and support to clients on our products, services, and technology tools.
• Collaborate with internal teams, including sales, product, and engineering, to ensure that client needs, and feedback are incorporated into the onboarding process and product development.
• Proactively identify and address potential issues during the onboarding process and work with the relevant teams to resolve them.
• Gather feedback from clients and use that feedback to inform our onboarding process and product roadmap.
• Create and maintain customer success metrics and reports and provide regular updates to the relevant stakeholders.
• Contribute to the development of best practices and playbooks for onboarding and customer success.
• Transfer forms
• Support with legal task and projects
• Utilize a ticketing system to document and track any client issues or suggestions.
•  Organize routine internal meetings to coordinate company events for holidays, incorporating marketing strategies to ensure effective promotion and engagement.
• Plan and execute marketing collateral for social media post and use as sales collateral.
• Host regular meetings with stakeholders at client companies to gain insights into their current state and take any feedback from their team.
• Follow up with management for any outstanding issues that have not been resolved.
• maintaining an in-depth understanding of the company's business model and being capable of responding to customer inquiries pertaining to it.
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share  
• Facilitate interaction and workflow among project team members, including third party service providers in order to ensure timely deliverable.
• Collaborate closely with the IT, Product and Development team to ensure project timelines are tracked.
• Assist the accounting department with invoice and billings.
• Provide support to the accounting department in managing invoicing and billing processes.

Qualifications and/or work Experience Requirements:

• Strong understanding of the onboarding process and best practices for customer success.
• Excellent communication skills, both verbal and written.
• Ability to build strong relationships with clients and work collaboratively with internal teams.
• Strong organizational skills and attention to detail.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Proficiency in Microsoft Office, Canva, Adobe Illustrator
• Experience with customer success metrics and reporting.
• Strong problem solving  
• Detail-oriented
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary internal and external customer service.

Physical Requirements: 

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain reasonably regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Must be able to sit, stand, stoop or bend for an extended period (8 hours).
• Must be able to lift and carry up to 5 lbs.
• Must be able to listen and speak clearly on telephone.

Note: This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications associated with the job.