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Onboarding Success Specialist

2 months ago

New York, New York, United States Updater Full time
Job Overview

Join Our Team

Are you recognized as a "people person" or the go-to for advice among your peers? Do you enjoy devising innovative strategies to enhance user engagement? If you thrive on guiding clients through a smooth onboarding process, educating them on new product features, translating data into measurable outcomes, and fostering strong relationships, this role may be a great fit for you.

As a Customer Success Strategist at Updater, you will play a crucial role in our Success team. Your primary responsibility will be to assist our SMB and Mid-Market customer segments through automated onboarding processes, providing them with best practice guidance at scale, and ensuring they derive significant value from our services. This position demands a strategic approach, outstanding communication abilities, and effective collaboration across various teams to maximize client satisfaction.

Key Responsibilities

  • Facilitate the onboarding of new client groups with the Updater platform.
  • Create, test, and refine scalable engagement strategies and playbooks.
  • Track customer progress throughout their journey to identify those needing additional support.
  • Conduct group training sessions and workshops to ensure clients fully understand our offerings.
  • Utilize one-to-many engagement techniques to promote positive outcomes and demonstrate value to clients.
  • Act as a trusted advisor to clients, managing relationships and expanding engagement.
  • Analyze common customer challenges and develop scalable solutions.
  • Monitor key health metrics, log interactions, and conduct regular reviews to celebrate successes and identify growth opportunities.
  • Navigate uncertainties as we continue to enhance our customer success initiatives.
  • Oversee and track progress on internal projects related to customer success.
  • Identify potential account risks and create plans to mitigate them, collaborating with internal teams as necessary.
  • Maintain an in-depth understanding of our products and advise clients on how to leverage them for their business goals.
  • Identify areas for process improvement and document solutions to establish a scalable framework for our Customer Success team.
  • Serve as the Voice of the Customer for our Scaled Customer Cohort.

Qualifications

  • Empathy: You aim to understand your clients' perspectives to anticipate their needs.
  • Humility: You are open to feedback and alternative approaches.
  • Strong Communication Skills: You are comfortable presenting to various stakeholders, including executives.
  • Adaptability: You can manage uncertainty and make informed decisions with available information.
  • 5+ years of experience in Client Success or Account Management.
  • Experience in developing a Scaled Customer Success Program.
  • Experience collaborating with senior executives within your client portfolio.
  • Background in SaaS or enterprise software environments.

Preferred Qualifications

  • Experience in technical account management.
  • Familiarity with the moving industry.
  • Experience in a SaaS startup environment.
  • Proficiency with Salesforce or other CRM tools.
  • Knowledge of Digital Adoption Platforms (e.g., Pendo, Gainsight PX) and basic web technologies (HTML, CSS, JavaScript).
  • Experience in quantitative analysis.

About Updater

Updater simplifies the moving process for millions of households in the United States each year. Our platform allows users to easily forward mail, transfer utilities, and connect essential services. Leading real estate companies rely on Updater's innovative solutions to enhance their clients' moving experiences.

Updater is committed to fostering an inclusive workplace and welcomes applications from all qualified individuals, regardless of background or identity. We value diversity and strive to create an environment where everyone can thrive.

Benefits: Our comprehensive benefits package includes medical, dental, and vision insurance, unlimited PTO, stock options, a 401(k) plan, commuter benefits, and various wellness subsidies.