We are looking for a game-changer that will take the initiative to implement user interfaces and engineer the experience of every application/software being put out by our business. The ideal candidate is someone who has:
Prior experience managing multiple tasks and priorities and can adapt to changing situations
The ability to lead the initial implementation process with confidence, professionalism, and a strategic mindset.
The desire to be responsible for managing the client onboarding experience, adoption, and implementation of our products from discovery to launch.
Key Responsibilities Provide implementation, onboarding, and configuration support to clients.
Work with Client Relations Specialists, Sales Executives, and other internal stakeholders to organize or provide demonstrations, training, and support for client project leads
Lead and execute deliverables across the implementation phase, ensuring immediate value and platform evangelism.
Build strong partnerships with users and customer champions, typically Director, VP-level, and above.
Responsible for client discovery, onboarding and change management meetings, and subsequent preparation of related client presentations.
Deliver insights and take a proactive role in usage and client operations, providing regular and ongoing recommendations, guidance, and support as the client needs evolve over time.
Perform customer follow-ups and ensure customer satisfaction
Conduct frequent utilization reviews and have a solid understanding and ownership of client needs, action items, and requests.
Source and present creative and strategic recommendations that meet the needs of the customer.
Communicate with various internal departments and stakeholders, initiating follow-up and execution of client requests.
Responsible for independent problem solving and performance of duties.
Conduct training and client support documentation.
Assist our Business Development team with new sales demonstrations, documentation, and related onboarding support.
Other duties as assigned
Reports to the Customer Success Manager
Key Requirements 3+ years of customer-facing experience, preferably at a B2B SaaS company. Must have a passion for productivity, a flair for customer service, and an eye for detail.
A fast internet connection and quiet workspace are essential.
Must have excellent English, both written and spoken as well as strong interpersonal communication skills.
Excellent G-Suite or Microsoft Office (Word, Excel, and PowerPoint) skills.
Ability to handle highly sensitive and confidential information with integrity and professionalism.
Able to manage multiple tasks and priorities and adapt to changing situations
A multitasker who isn't fazed by a varied work schedule and can learn and adapt quickly.
Experience with e-commerce, marketing, customer support, or call center experience is a plus.
Entrepreneurial or growth mindset with an interest in emerging technologies.
Ability to learn new technologies and applications quickly.
Certifications in change management including Prosci, ACMP's CCMP, or others a plus.
Must possess a Bachelor's Degree or equivalent.
Additional Desired Qualifications Prior experience in solving technical and other project challenges, managing resource conflicts, resolving roadblocks, and upholding high-performance standards.
Experience with eCommerce, marketing, customer support, or call center environments.
Experience with defining and managing task priorities based on high-level project goals and constraints.
Ability to multitask, project-manage, and quickly grasp the intricacies of our customers' workflows and operational requirements.
Ability to handle highly sensitive and confidential information with integrity and professionalism.
High energy, drive, commitment, self-initiative, and perseverance to drive projects forward to completion.
Ability to communicate on a technical level and must exemplify excellent presentation skills.
Previous experience with formal account management methodologies or the use of account management tools.
A proven track record within account management, project management, and problem-solving skills.
Must have a high level of organization and acute attention to detail.
Summary of Benefits A dynamic & forward-thinking organization revolutionizing retail technology
A virtual workforce, remote but highly interactive and collaborative
Competitive salary and benefits
Be a part of an amazing culture with a high client and staff retention
Take pride in partnering with the most prestigious brands in the world
Career progression and longevity
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.
Powerfront provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
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