Member Success Specialist

1 week ago

Cambridge, United States Strong Suit Full time

About Strongsuit:Strongsuit was founded in 2018 by Lindsey Michaelides and Ashley Lambrix, two female founders who knew the support they needed as a parent wasnt anywhere to be found.  Strongsuit is a smart, scalable, household-chief-of-staff that relieves the mental load and helps busy professionals manage life outside of the office. We provide a human-led, tech-enabled service to partner with you to anticipate, research, and clear your home and personal to-do lists and relieve your mental load.Strongsuit keeps things moving so our members dont have to. The anticipation, the research, the execution so all our members have to do is make the decision and get to the living.What you will do:Be the trusted partner for 30+ members by anticipating, researching, and executing high-impact projects successfully.Projects include, but are not limited to: Planning a trip, Planning a party, Buying a gift, Making an appointment, Finding a service providerKeep projects on track and on budget and see them through to completion.Ruthlessly prioritize daily tasks and manage time with discipline to stay on top of all member projects. Ensure members have access to all project information by frequently updating their account to include the projects current status, detailed notes and information, and recommendations.Become an expert on the Strongsuit Portal.  Deliver training on new and existing features in addition to troubleshooting member technical issues.Drive member's success by optimizing their account usage, and making the possible painless.Recommend solutions and best practices to address specific member needs.Serve as the escalation point for member concerns and issues.Host video member meetings as requested to discuss new projects and/or confidently communicate where a project stands.Proactively manage each accounts health to maximize retention.Support product growth by providing curated and relevant member feedback.As a startup, we wear multiple hats You will be asked to assist with other tasks and responsibilities as needed.What Skills Will Help You Be Successful:4+ years experience in strategic and proactive account management, customer success, or client services role. Bonus points if your experience was for a startup SaaS company.Excellent organizational skills, with the ability to manage a large number of projects for multiple clients with competing priorities.Discipline and focus to be able to stay organized and on track for optimal member experience.Creative and resourceful thought process that provides you the ability to think outside the box to proactively anticipate your clients needs and resolve any issues that may arise.Excellent interpersonal skills, including active listening, empathetic verbal, and concise written communication.Eager to learn and champion new technologies and processes.  Team player willing to help fellow member success specialists.Extremely comfortable with change, ambiguity, and uncertainty as we strive for innovation over perfection.Benefits and Perks:Starting wage is $25 an hour, plus a quarterly bonus based on performance.This is a fully remote position.  We have and always will be a remote-first companyYour flexible schedule must include company core hours of 12 pm -3 pm ET, Monday-Friday.Flexible full-time schedule.  Set your own hoursMedical + dental + vision coverage.Retirement plan with 3% company match.Unlimited PTO, plus a Paid Winter Break  Our office is closed from 12/24-1/1 every year.Strongsuit is an equal opportunity employer. We're excited to work with talented, innovative people, and do not discriminate based on race, color, sex, gender identity or expression, sexual orientation, religion, national origin, physical or mental disability, military or veteran status, genetic information, pregnancy, age, or any other status protected by law.
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