Please contact your Administrator to change your authorization settings.
At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There's something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We're energized by new challenges and new possibilities-and we're just getting started!
The Customer Success Onboarding Specialist role for SMB Onboarding is responsible for driving customer adoption and success within a defined set of customers in the Small and Medium Business (SMB) category. The Customer Success Specialist ensures that customers receive targeted, low-touch yet high-impact, consultative support to accelerate the achievement of their business goals, predominantly during their first three months of using our features.
What You'll Do:
- Customer Onboarding & Guidance
- Lead and execute the onboarding process for SMB customers, guiding them in deploying and utilizing core fundamentals of marketing and features efficiently.
- Collaborate with customers to align with their business goals and establish clear onboarding milestones.
- Customer Engagement & Strategic Consultation
- Provide proactive, strategic support through various communication channels, including video messages, voicemails, emails, and texts, allowing customers to consume information at their own pace.
- This role includes approximately 2+ hours per day dedicated to making outbound phone calls to the dedicated base of accounts, as it is the primary method of connecting with customers.
- Monitor and analyze customer usage, process, and product adoption, adjusting the engagement strategy to align with customers' evolving needs and business goals.
- Content Utilization & Knowledge Sharing
- Champion the use of scalable practices by directing customers to existing self-service resources like our video series, knowledge base articles, pre-recorded webinars, and blogs.
- Curate and share relevant industry insights and best practices to empower customers in their marketing efforts.
- Consultative Support & Strategic Insights
- Serve as a product expert, addressing customer queries, providing solutions, and guiding them to the appropriate resources.
- Offer recommendations on the various learning paths best suited to the needs of the customer, including but not limited to: video tutorials, live and on-demand training sessions, recommendations for upcoming webinars, and personally hosting 1:1 training for those who need a more guided experience to achieve success.
- Exhibit a trainer-inspired presentation style, marked by a welcoming and charismatic approach that encourages customers to comfortably share their needs, fostering a consultative and engaging experience.
- Consult with existing customers contemplating cancellation, offering them a chance to re-explore how to better leverage the core marketing fundamentals and features we offer, and re-align the customers' goals with Constant Contact's ability to help them achieve that success.
- Customer Success
- Drive SMB customers toward achieving their business goals through optimal use of our services.
- Leverage proficiency in industry marketing best practices to support the overall alignment of Constant Contact within their marketing strategy.
Who You Are:
- Bachelor's degree or equivalent experience in Business, Marketing, or a related field.
- Previous experience in a Customer Success role or equivalent experience required.
- 2+ years of experience in a customer-facing role, preferably in a SaaS environment.
- Strong Constant Contact product knowledge and the ability to learn quickly.
- Excellent written and verbal communication skills.
- Proven ability to manage multiple projects at a time while maintaining strict attention to detail.
- Comfortable working in a fast-paced environment.
- Proven track record of successfully managing large customer bases.
- Creative and consultative approach to problem-solving and customer engagement.
Why You'll Love Us:
- We celebrate one another's differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
- Join the experts. If you're passionate about supporting businesses and organizations, you won't find a better spot to share your talent. We're dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
- You'll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
- A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
At Constant Contact, we're all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.
Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.
Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Notice to Recruiters and Staffing Agencies:
Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.