Customer Experience Specialist

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Requirements:

• 2+ years experience in roles primarily focused on onboarding, training, or customer education in SaaS organizations.
• Demonstrable experience using a variety of teaching approaches and modifying your approach for a range of learning styles.
• Experience building fruitful relationships with SaaS customers.
• Experience with CRMs like HubSpot, Salesforce, or similar.
• Enthusiastic about teaching and interacting with customers frequently.
• Comfortable managing multiple projects simultaneously.
• An excellent communicator (verbal, written, and in-person or on Zoom).
• Skilled at interdepartmental collaboration, with a “we all win together” mindset.
• Able to work independently and reach out for help when needed.
• Skilled at self-reflection and extracting the lessons from outcomes.
• Invested in your personal and professional growth, including personal responsibility and accountability .

Responsibilities:

• Teach new customers how to use our platform using both 1:1 and 1:many teaching approaches.
• Use a variety of methods to engage with our mid-level ICP customers throughout their lifecycle.
• Advocate for them by gleaning and sharing their feedback in our established feedback system.
• Use curiosity, empathy, and a keen eye to identify, describe, and hand off expansion revenue opportunities.
• Report on onboarding and satisfaction metrics and engage in debriefs and postmortems to analyze the outcomes of your work, extract learnings, and iterate.
• Remain flexible in changing conditions and utilize reliable organization systems to keep track of activities, meetings, communications, and due dates.
• Seek help when needed to ensure successful completion.
• Engage regularly in professional development activities selected in collaboration with management and in alignment with company needs and your interests.
• Participate in regular team, cross-departmental, and project meetings, and share customer feedback and insights with management and peers.
• Raise questions, contribute ideas, and engage in our company-wide growth initiatives.
• Lean into collaboration, lend a helping hand, and be a part of our group's success.