Customer Success Coach

Customer Success Coach
ReviewBuzz – Oceanside, CA

Job summary

Develop and maintain positive business relationships with ReviewBuzz’s clients (who are our customers). The Customer Success Coach will be responsible for successfully on-boarding new clients and nurturing them in their use and application of the ReviewBuzz product; helping them to obtain their goals. 

The Customer Success Coach will welcome and train new clients via telephone, webinar or online video conference call; in both a one-on-one or group setting. Their ongoing objective is to ensure client results, that Key Performance Indicators (KPIs) are met and client success is achieved; resulting in an increased [client] retention rate, active usage and improved customer value.

Onsite client training and interactions are possible and may include some travel, but this is not the norm. Answering customer support calls is an additional responsibility; augmenting our product support staff in handling clients and their customer’s issues and help requests via phone, email, and chat; then managing them through resolution, employing our online problem ticket system.

Outcomes:

1.  Welcome and train enterprise, partner and key client accounts so they are successfully on-boarded and generating reviews within a targeted or contracted timeframe.

2.  Nurture newly on-boarded accounts to promote their active use and position them for successful attainment of monthly review goals.

3.  Consistently meet assigned or planned project-based milestones.
 
4.  Maintain expert level of knowledge on the ReviewBuzz platform, key client needs and industry trends within reputation management.
 
5.  Ensure the delivery of a world class client experience which promotes a high level of confidence through service excellence, fast cycle times, product expertise, and aggressive follow-up in communication.

Activities:

1.  Manage accounts as both a client service representative and success coach. It is imperative that clients have a thorough understanding of ReviewBuzz and the proper training to use our services to their greatest benefit.
 
      a.  Onboard new customers, providing step-by-step training to the customer on how to best utilize our services; focusing on motivating and inspiring them to succeed with ReviewBuzz.
 
      b.  Conduct follow-up phone calls and emails for customer inquiries and ongoing nurturing activities.
 
2.  Provide a remarkable experience for every customer.
 
3.  Respond to customer and client support issues; answering them in a timely manner through multiple mediums – phone, email, chat and via our online problem ticket system.
 
4.  Enter client data into our CRM system and ensuring they are properly tagged so their health and active use can be managed at scale.
 
5.  Utilize KPI’s and other success metrics to measure client performance and user activity to assist clients in generating the most reviews on the review sites that matter [to them].
 
6.  Develop and execute on plans for assigned projects; maintain regular performance and productivity metrics reporting weekly via personal scorecard.
 
7.  Be proactive in knowledge sharing across the organization, taking a leadership role in creative thought, innovative ideation and process improvement that will positively impact the company, it’s personnel and/or product offering.

Competencies:

●  Experience communicating with and training customers remotely by phone, webinar, or video conference calls is extremely desirable.
 
● . Strong communication skills (written and verbal); experience evangelizing technology and its application is highly desired.
  
●  Technically competent in computer use and experienced in standard office software applications (word processing, spreadsheets and presentation tools).
 
● . Experience in, and a good understanding with, the posting of online reviews and the resulting SEO implications will positively separate you from those who do not.
 
● . Be a team player; willing to take on any task and unafraid to learn from their mistakes
 
● . Adaptable to the always changing environment of a start-up company.

Software Tools

Experience with the following software tools are highly desirable.
·      Google Office Suite
·      Salesforce
·      Service Cloud
·      Slack
·      Asana
·      Jira

 


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