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The purpose of this role is fourfold: (1) To ensure new users are provided engaging and thorough training to promote best practices and proper workflows with the platform; (2) To ensure existing customers are provided personalized, proactive communication to analyze customer performance, introduce product updates and gather customer feedback; (3) To promote Premium Services and Subscriptions that will assist existing customers to achieve their key success goals and initiatives; (4) To be the Technical SME for full suite feature/function escalation.
Essential Job Functions
• Engage with CSMs and their assigned customers for full suite feature/function escalation.
• Participate in CES meetings to guide ticket triage and resolution.
• Participate in full suite-related PMC meetings to support feature function in development.
• Participate in quarterly full suite PIC meetings to guide feature prioritization.
• Participate in full suite feature scoping and QA, as needed.
• Participate in the creation of full suite training content, as needed.
• Participate in the review of knowledge base and in-app education content, as needed.
Customer Training
• Deliver scheduled training webinars to new customers.
• Provide scheduled follow up sessions to guide customer workflows and performance.
• Complete customer performance reviews, as needed.
• Deliver on-site training to new customers, as needed.
• Participate in the development of updating and creating new training content, as needed.
Customer Success
• Develop meaningful relationships with assigned Champions to understand customer goals and gather customer feedback.
• Fulfill all stages of the Customer Journey through proactive success cycles, including continuous education of new product updates and features.
• Update and maintain organized customer notes through ClientSuccess.
• Provide timely response to Customer Success alerts to anticipate customer needs.
• Communicate Training Services and Premium Subscription Services, as needed.
• Create customer support tickets in Freshdesk and bug tickets in Jira, as needed.
Customer Communication
• Use the following communication techniques to engage with customers:
• * Connect : Be lively, be engaging, be human. Something as simple as a friendly introduction can dramatically soften the tone and emotion of their response. Help them feel we practice the “empathy” that we preach in prospect-centered sales.
• Untangle : Seek to clarify and understand the details of their issue rather than offering quick, generic solutions. Help them feel they are “being heard”.
• Resolve : Provide timely, specific solutions. Seek to resolve the core issue at hand, rather than symptoms of the issue, which will likely continue to occur. Help them feel they are valued as a customer.
Department Operations
• Participate in and come prepared to team meetings and Book of Business Reviews
• Participate in Success Team standup meetings
• Work with CSM Lead to develop and execute related OKRs
Travel Requirements
• As a customer training position, this role will require occasional travel to deliver on-site training.
• As a customer success position, this role will require occasional travel to deliver on-site customer visits.
Skills And Eligibility Requirements
• Associates or Bachelor’s degree preferred.
• Prior training or adult learning experience is preferred.
• Senior Housing Sales experience or equivalent is preferred.
• Clear verbal communication skills & the ability to use “positive language”.
• Written communication skills including ability to format, proof-read and edit.
• Professionalism, self-motivation, and confidentiality are essential.
• Patience, attentiveness & curiosity.
• Empathy, calming presence & the ability to “read” customers.
• Time management skills, goal-oriented focus and the ability to handle surprises.
• Tenacity in pursuing problem solving.
• Adaptability, willingness to learn, & self-motivation.
• Proficiency in MS Office products, especially Outlook, PowerPoint, Word and Excel.
Note: All duties and responsibilities listed are considered to be essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. Marginal functions of the position (those that are incidental to the performance of fundamental job duties) have not been included. However, the omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to the position .
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