Customer Success Specialist
StreetText, Canada
Job Description
About StreetText
Check us out at StreetText
What if it was simple to meet new clients and create meaningful relationships?
Since 2010, StreetText has been on a mission to help service businesses grow by changing the way they generate online leads, for the better. We create opportunities for businesses to meet prospective clients by using advanced lead capture technology, expert advertising and the world’s largest leading advertising platforms, social media. We make it easy for our clients to attract leads consistently, start conversations automatically and grow their business.
In just a couple clicks, clients can launch powerful pre-built social media ads, marketing, emails, and text messages that work like magic to help small businesses meet new clients.
We have only just scratched the surface and it’s an exciting time to join our growing team!
Overview
Reporting to the Director of Operations, the Customer Success Specialist is dedicated to establishing long term relationships with our customers, driving expansion revenue, retention and user engagement. You will work closely with StreetText users to ensure they have optimal support and are able to achieve superior results through our platform.
The Customer Success Specialist is a dynamic role, focused on content creation, technical support, administrative tasks and being a customer advocate within our Product Team. This role requires strong interpersonal skills and a passion for building long term relationships, educating the market on effective use of the StreetText platform to build their empire.
If you love being curious, problem solving, creating content and seeing people thrive in building their business, this role is definitely for you!
Objectives
- Have a comprehensive understanding of the StreetText platform and how our solution adds value to our customers
- Work with the Director of Operations to develop a consistent and scalable Success Framework for our clients, keeping pulse on the user experience and delivering recommendations to Senior Management
- Document and refine the processes required to be successful in this role, laying out the tactics and activities that will add value to our customer experience
- Manage the day-to-day customer support queues, effectively handling customer resolutions amp; delivering a legendary client experience
- Liaise between the Business Development, Strategic Partnership amp; Product Teams with a keen lens on the overall customer experience and make recommendations to improve the value add of the StreetText platform
- Work with Business Development and Strategic Partnerships teams to identify key accounts to nurture
- Build long term client retention and match customer needs to products/solutions
- Host and participate in group coaching classes
- Create content such as help articles, customer tutorials or recorded classes where required
- Be the face of StreetText, manage social media networks, respond to comments and action feedback
- Drive a positive customer net promoter score (NPS)
- Commit to weekly one-on-one coaching sessions with the Director of Operations, reviewing your performance and being open to feedback on strategies to increase the NPS and customer retention
Requirements
- At least 2 years of professional experience in a Customer Success or Account Management role
- A passion for connecting with new people
- Experience in building and maintaining strong relationships with customers
- A great track record of expanding revenue streams and mitigating customer churn
- Experience working closely with other functions like Marketing, Sales amp; Product Teams
- Excellent communication skills, a great listener
- Tech savvy, have experience implementing software on an account per account basis
- Team Player, self motivated
- Goal oriented, results driven
- Organization skills, detail oriented
- Strong training and presentation skills
Nice to Have
- Experience as an educator or producing educational content
- Experience writing internal process and procedure documentation
- Experience producing external customer support articles
- Social media management experience
- Experience running or managing Facebook or Instagram ads
Don’t quite fit the box? That’s okay, most people don’t! Tell us why you think this role is perfect for you. We love to meet new people and hear your story.
Benefits
The Perks
Competitive Salaries
Self Directed Benefits Plan
Profit Sharing
Company Laptop
Flexible remote work options