Join the Team at WhatConverts: Innovating Lead Tracking Solutions for Marketers
Welcome to WhatConverts, a dynamic SaaS company revolutionizing the way marketers track leads and measure the effectiveness of their marketing spend. We're on a mission to provide a comprehensive lead tracking solution, empowering marketers to make data-driven decisions and maximize their ROI. As a SaaS Implementation and Onboarding Specialist - Customer Success Expert, you will play a vital role in ensuring seamless onboarding and implementation of our product for new customers, while providing exceptional customer support and driving product adoption.
About the Role
As a fully-remote, full-time SaaS Implementation and Onboarding Specialist - Customer Success Expert, you will be the welcoming face of WhatConverts software, serving as a trusted advisor and platform expert for new customers. Your primary objective will be to ensure that each new customer moves smoothly and successfully through the onboarding/implementation process, is trained on the product efficiently, and achieves their desired outcomes. You will work closely with the Sales, Support, and Product teams to deliver an exceptional customer experience, drive product adoption, and identify opportunities for upselling and cross-selling.
Key Responsibilities:
- Onboarding and Implementation: Conduct onboarding calls with new customers, providing engaging, purposeful, and effective training on the WhatConverts product. Ensure customers are able to set up and use the product efficiently, and achieve their desired outcomes.
- Customer Support: Serve as a trusted advisor and platform expert, providing exceptional customer support via phone, email, and chat. Respond to customer inquiries, resolve issues, and provide solutions to ensure customer satisfaction.
- Product Demonstrations: Conduct product demonstrations for customers who enroll in a product trial period organically, showcasing the features and benefits of the WhatConverts product.
- Analytical Review: Conduct analytical reviews of usage for customers in trial, ensuring their accounts are healthy and they are gaining maximum benefit from the WhatConverts product before making a financial commitment.
- Collaboration: Work closely with the Support Team and Sales Team, including providing assistance in responding to incoming support requests and/or sales inquiries.
- Problem-Solving: Be a dynamic problem solver, multi-tasking extraordinaire, and key contributor to our success. Analyze problems, develop and execute creative, customer-focused solutions.
Requirements and Qualifications
Essential Qualifications:
- Location: Must be located in the EST time zone to qualify.
- Experience: 2+ years of experience in a combination of corporate onboarding and technical support roles, with previous SaaS support experience preferred.
- Technical Skills: 2+ years of experience working with a modern frontend stack (JS, React, etc.). Strong knowledge of Google Analytics, or similar web analytics experience. Prior hands-on experience working within a CRM.
- Communication: Strong written and verbal communication skills. Ability to analyze problems, develop and execute creative, customer-focused solutions.
- Learning Agility: Demonstrated ability to quickly learn SaaS software and become an expert in its functionality.
Preferred Qualifications:
- Sales Experience: Previous experience in a sales-related role preferred, but not required.
- Time Management: Strong time management and data organization skills.
What We Offer
Company Benefits and Perks:
- Remote Work: We believe in breaking down barriers of bureaucracy and empowering our remote team members to work agilely to accomplish more in a shorter amount of time.
- Immediate Impact: The moment you join our team, we hand you the reins to work on projects independently and make a direct impact.
- Health and Wellness: We offer a variety of premium medical insurance plans, as well as dental and vision insurance, making sure you have access to the coverage that works best for you. WhatConverts covers 100% of the premium cost for individual employee coverage under selected base plans, as well as the full cost of employee Life/LTD/STD insurance coverage.
- Employee Support: We provide an Employee Assistance Program (EAP) that offers counseling, legal, debt management, and travel assistance services free of cost to our employees.
- Time Off: In addition to paid holidays, WhatConverts offers both flexible time off and competitive PTO plans that continue to offer greater rewards to long-term employees.
- Diversity and Inclusion: Our workplace is positive, supportive, and inclusive, and we ask all new hires to bring that same approach.
Why Join WhatConverts?
At WhatConverts, we're passionate about empowering marketers to make data-driven decisions and maximize their ROI. We're a dynamic, fast-growing company with smart colleagues and opportunities for development. As a SaaS Implementation and Onboarding Specialist - Customer Success Expert, you will play a vital role in driving product adoption, delivering exceptional customer support, and contributing to the growth and success of our company.
How to Apply
Before you apply, we encourage you to:
- Learn about our team and what makes us different.
- Read our reviews on G2.
- Watch a product overview to get a better understanding of our solution.
If you're passionate about working in a dynamic, fast-growing company with smart colleagues and opportunities for development, we encourage you to apply for this exciting opportunity. WhatConverts is an equal opportunity employer, and we recruit, hire, pay, and promote without regard to gender, race, sexual orientation, age, religion, veteran status, physical/mental abilities, or any other identities protected by law.
Apply Now