Customer Success Specialist

  • Endurance International Group
  • Loveland, CO, USA
  • Nov 09, 2020

Job Description

The Onboarding Services Team is responsible for onboarding and retaining customers following specific guidelines designed for customers considered more at risk to cancel. As an Onboarding Services Specialist, you will focus on communications designed to increase engagement and to delight customers who are new and/or do not receive the most out of Constant Contacts products and services.THIS ROLE IS REMOTE-BASED. CANDIDATES MUST HAVE AN APPROPRIATE INTERNET CONNECTION AND DISTRACTION FREE WORKSPACE.What you'll do:* Provide a consultative onboarding experience to customers by making service, marketing, and product recommendations to customers that specifically meet their needs through scheduled appointments while maintaining customer satisfaction score* Conduct online demonstrations and educate customers on the features and online help resources available to enhance their use of Constant Contact & Website Builder products* Make outbound calls and send personalized emails to Constant Contact customers who are considered as a higher risk to cancel and often less engaged and experienced than the average customer* Provide specialized guided calls based on the customers industry to ensure success with Constant Contact's product suite* Seek and recommend ideas to help cultivate the FAQ/Knowledge Base used by all customers and Constant Contact Customer Support staff* Attend support, sales and product training, and continually develop expertise in Constant Contact applications while also providing feedback on our internal guides, systems, and processes* Maintain high levels of productivity by creating Campaign Design Templates for customers during time outside of scheduled appointments and tasksWho you are:* Must be an energetic self-starter with the ability to work independently and within a team* Demonstrated enthusiasm for helping customers by getting to the root of their problems and then resolving issues through superior active listening skills, coaching skills, and customer service* The ability to multi-task, strong attention to detail, and time management are a must* Persistent, patient, and adaptive personality; must be capable of identifying the best approach required to facilitate engagement on a customer by customer basis* Constant Contact product knowledge is a plus* Online marketing knowledge & experience with various industries is a plus* Retention experience is a plus* Design background is a plus* Google Suite, Salesforce, TimeTrade experience is a plusWhy you'll love us:* In this era of COVID-19, we believe in putting our employees first and keeping them safe. We were one of the first technology companies to make significant changes to our office environments and team interactions, including mandatory working from home and safety procedures to enter our office space. We are committed to not require any face-to-face interaction for our employees until the data shows it is entirely safe for our teams. We have made the decision to stay remote until June 2021.* We celebrate one another's differences. Although we're proud of our culture of diversity and inclusion, we're working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.* Join the experts. If you're passionate about supporting businesses of all sizes, you won't find a better spot to share your talent. We're dedicated to improving the quality of our product from a customer standpoint, and have a true desire to "help the little guy/gals".* You'll have opportunities to advance. We're fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored and grow.* We've got you covered. We are a family! From medical to life insurance, education sponsorships to interest-free loans, Flexi-leave to casual dress code - we've got your back!