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Customer Success Specialist

2 months ago

Fairfax, United States MyStudio Inc Full time

We are seeking a highly organized and detail-oriented individual to join our team as a Customer Success Specialist - Onboarding. In this role, you will be the first person to welcome a new client. You will be responsible for ensuring a smooth and efficient onboarding process for our valued customers. As a Customer Success Specialist, you will work closely with our sales, support, and operations teams to gather all necessary customer information and requirements. You will also be setting up new customer accounts, coordinating product implementations, and providing guidance and training to ensure customers are able to make full use of our products and services.

Responsibilities

  • Gather all necessary customer information and requirements for onboarding process
  • Partner with clients to understand their business objectives and challenges
  • Set up new customer accounts and ensure all relevant data is accurately entered into the system
  • Coordinate and manage product implementations, working closely with customers and internal teams
  • Provide guidance and training to customers on how to effectively use our products and services
  • Develop and present strategic recommendations to improve business performance.
  • Troubleshoot and resolve any issues or challenges that arise during the onboarding process
  • Collaborate with sales, support, and operations teams to implement solutions and ensure a high level of customer satisfaction
  • Conduct regular follow-ups with customers to ensure they are successfully onboarded and address any questions or concerns they may have

Requirements

  • Proven experience working in customer service or a similar role
  • Ability to easily build rapport and establish strong relationships with customers from the first interaction
  • Strong communication and interpersonal skills
  • Excellent organizational skills and attention to detail
  • Technically savvy and ability to learn quickly
  • Ability to multitask and prioritize workload effectively
  • Familiarity with customer service principles and practices
  • Experience with troubleshooting and problem-solving
  • Ability to work independently and as part of a team
  • Dedication to provide exceptional customer service and exceed customer expectations
  • Loves creating/improving systems, organizing, and data
  • A positive demeanor - we work hard, but need to have fun
  • Comfort with change - we are rapidly scaling as a company, and things are dynamic and exciting - are you okay with that?
  • Really great at problem solving, coming up with solutions, and working across teams (you will be working with members of multiple teams in your role)
  • Bachelor's or Associate’s degree in Business Administration, Information Systems, Computer Science or related field - OR directly related work experience demonstrating knowledge of customer service, business, and technology

Effectiveness in this role will be measured by key performance indicators such as:

1) Customer satisfaction ratings, including CSAT and NPS (team and individual)

2) User adoption rates in your book of clients

3) Payment processing your book of clients have completed through the software

4) Churn rate for your book of clients

Please note this job description is not designed to cover a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities are subject to change.

Company Overview:

MyStudio is a software-as-a-service suite of products that gives fitness, martial arts, and other membership-based business studio owners the freedom that comes from automating and simplifying how customers buy from them — making them more money at all hours of the day, saving them money, and granting them more time.

Work Environment

In-office position based in Fairfax, VA, a suburb of Washington, DC. Any applicant who lives outside commuting distance to Fairfax will not be considered.

Why Work For MyStudio?

  • The chance to get in on the “ground floor” of a tech company with startup energy
  • The ability to make a difference from day one
  • The power to make a positive difference in fitness, children’s education, and other membership-based industries doing admirable work
  • A competitive salary, bonus program, and benefits, commensurate with your experience
  • Health insurance, paid time off, and sick leave

Interested?

Please read this posting carefully, visit our website (www.mystudio.io), learn about us, and then apply. We needed someone yesterday, and we are excited to grow our team, so if you're a good fit, expect this process to move quickly.

Pre-Employment Background Checks

All offers of employment are contingent upon clear results of a thorough background check.