AR Workflow: Customer Success/Onboarding Specialist (SaaS)
via We Work Remotely
Are you a tech-savvy professional with a gift for showing others how easy it can be to use things? AR Workflow is looking for someone like you to join our team as a Customer Success/Onboarding Specialist.
A high-growth start-up offering subscription-as-a-service software to disaster restoration contractors, we’re a small, energetic company. You’ll have a chance to make a big impact here. It’s also a great place to grow. We’re passionate about building a diverse workplace that reflects the changing nature of work and provides opportunities for competent people with talent, drive, and enthusiasm to thrive.
As a Customer Success/Onboarding Specialist, your primary task will be assisting prospective and existing customers by demonstrating and explaining the many advantages of using AR Workflow. The goal is to always deliver a delightful customer experience and maximize customer retention. You’ll need to provide both administrative and operational support to the members of our Customer Service team as they work to retain and grow our subscription list. Customer Support Specialist is a fast-moving role that demands exceptional communication and people skills, an eye for detail, the ability to think on your feet, and the willingness to adapt to constant change.
You will be working directly with the founder and original developer. You will be able to influence and make real changes and see the results of those changes immediately. You will learn what it takes to build a software product that makes a huge difference for the businesses we serve, and that people love to use every single day.
Responsibilities and Day-to-Day
As a small company, we sometimes must wear more than one hat. If you’re someone who prefers to stay in your lane and within your comfort zone, this type of role is not one you’re going to enjoy. This role does not require that you know how to code, and there will be no coding involved as part of this role. It does require, however, that you are technically minded enough that you can explain more complex functionality in the software in a compelling and easy-to-understand way to a prospect that does not have as much technical inclination.
There are four main categories that will make up your day-to-day:
- Demo and Onboarding meetings with prospects/new users over Zoom
- Ongoing relationship management and customer success
- Customer support
- Side projects
Let’s dive into each one of these a little bit further:
Demo and Onboarding meetings with prospects/new users over Zoom
Your first responsibility will be to help grow the company by converting inbound leads into paying customers. You will engage with prospects who have signed up for a free trial or requested a product demo and show them how to be successful with the software, so they continue as paid subscribers. At first, you will be connecting with the prospect to discover their pain points. You will be explaining and demonstrating how our solution can solve those pain points, and then going right into the onboarding and implementation from there. The sale is made after we prove we can walk the walk, and they see their workflows playing out in the software.
Ongoing relationship management and customer success
Once the prospect becomes a paid subscriber, you will continue to build relationships with the customer. You will be strategically reaching out to certain customers to increase engagement and reduce the risk of them churning out.
As you will be spending a significant portion of your time speaking with existing and prospective customers, you will be learning all about the problems they are facing and what is important to them. With this information in hand, we will work together on the product roadmap to prioritize new features and capabilities to be built into the system based on the direct feedback you are receiving. Despite our small team size, we build lightning fast with new features and updates rolling out constantly, so it will be fun to watch the evolution of the app and to delight customers with the kind of speed that makes them feel like this was built just for them.
Another large part of the role while not in meetings or conversations with customers is providing support. You will answer questions and respond to issues reported by customers over email and live chat. You will also provide phone and Zoom-based support.
You may be thinking by now that everything above sounds like a lot and how will you have time for side projects? We’re building out the team to spread out the meetings and support so that you also have time to contribute to valuable and impactful side projects. All these projects will share a common goal – making the other parts of your job easier and allowing you to be even more successful.
For example, based on your skills and interest, you might:
- Design new onboarding workflows
- Create new user guides and documentation
- Enhance or create drip email campaigns and email copy to improve user engagement and conversion
- Create video and written content for blogs and social media,
- Create training videos and more!
In this role, you will need to take complete ownership of your assigned prospects and customers. You will be given all the tools and support to be successful without being told what to do every step of the way. If this appeals to you, then this may be the perfect position for you.
Here are some other qualifications that would make this role a good fit for you:
- You have at least 2 years of experience in customer support or customer success role for a software company
- You have a reliable and fast internet connection.
- You demonstrate friendliness and empathy when conversing with customers and other people and can relate well to a variety of different people.
- You are comfortable proclaiming that you are tech-savvy. You don’t need to be a developer, but you should be able to learn how to use new software products quickly and deeply.
- You love the idea of efficiency. You are constantly driving to make yourself more efficient, and the idea of making other people more efficient excites you.
- You can articulate how technology solutions can improve lives and improve businesses.
- You love to learn, and you love finding new ways to get things done better and faster.
- You have excellent written and verbal communication.
We can’t wait to work with you and build something truly amazing together!