Director of Client Onboarding
Broadridge
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Customer Success Onboarding Specialist
Constant Contact
full-time
Posted on:
Location Type: Hybrid
Location: Waltham • Colorado, Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $50,000 - $62,500 per year
Job Level
JuniorMid-Level
About the role
- Lead and execute the onboarding process for SMB customers, guiding them in deploying and utilizing core fundamentals of marketing and features efficiently.
- Collaborate with customers to align with their business goals and establish clear onboarding milestones.
- Provide proactive, strategic support through various communication channels, including video messages, voicemails, emails, and texts, allowing customers to consume information at their own pace.
- Monitor and analyze customer usage, process, and product adoption, adjusting the engagement strategy to align with customers' evolving needs and business goals.
- Champion the use of scalable practices by directing customers to existing self-service resources like our video series, knowledge base articles, pre-recorded webinars, and blogs.
- Curate and share relevant industry insights and best practices to empower customers in their marketing efforts.
- Serve as a product expert, addressing customer queries, providing solutions, and guiding them to the appropriate resources.
- Offer personalized avenues for customers to schedule one-on-one consultations and deep-dive sessions to address complex challenges.
- Exhibit a trainer-inspired presentation style, marked by a welcoming and charismatic approach that encourages customers to comfortably share their needs, fostering a consultative and engaging experience.
- Drive SMB customers toward achieving their business goals through optimal use of our services.
- Leverage proficiency in industry marketing best practices to support the overall alignment of Constant Contact within their marketing strategy.
Requirements
- Previous experience in a Customer Success role or equivalent experience required.
- 2+ years of experience in a customer-facing role, preferably in a SaaS environment.
- Strong Constant Contact product knowledge and the ability to learn quickly.
- Excellent written and verbal communication skills.
- Proven ability to manage multiple projects at a time while maintaining strict attention to detail.
- Comfortable working in a fast-paced environment.
- Proven track record of successfully managing large customer bases.
- Creative and consultative approach to problem-solving and customer engagement.
Benefits
- Health and welfare benefits including paid leave
- Generous paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successproject managementSaaSConstant Contact product knowledgemarketing fundamentalsdata analysiscustomer engagement strategiesproblem-solvingonboarding processself-service resources
Soft skills
communication skillsattention to detailconsultative approachpresentation skillscreativitycharismaadaptabilitycollaborationstrategic supportcustomer relationship management