Customer Success Expert - Grid 151

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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.