About the Role
Role details below.
Responsibilities
- Lead the implementation process for PetDesk customers, work closely with customers to gather requirements, configure the software to their specific needs, and ensure a smooth and efficient onboarding experience
- Use a customer success-based conversation approach that focuses on educating customers on how we can help improve processes and save time. Conduct comprehensive training sessions to educate customers on how to use PetDesk's software features and functionalities effectively
- Understand each customer's unique requirements and challenges. Analyze and interpret results in our backend system to inform the customer, problem-solve through issues, and give an accurate and confident response
- Develop strong relationships with customers by providing exceptional service and support throughout the implementation process; act as a trusted advisor, offering guidance and best practices to help them optimize their use of PetDesk's client communication software
- Identify and resolve technical issues or challenges customers encounter during implementation. Collaborate with internal teams, including product support, Sales, and CS, to ensure timely resolution of issues and customer satisfaction.
- Maintain accurate documentation of customer interactions, implementation details, and configurations within our CRM. Generate reports and provide insights on implementation progress, challenges, and successes to internal stakeholders.
- Manage an onboarding pipeline which includes approximately 30-40 customers at any one time and undertake 3-4 customer calls a day.
Requirements
- Minimum of 3-5 years of experience in a customer-facing role, preferably in software implementation, customer success, or a related field, with primary customer communications over the phone or virtual meetings
- Proficient in learning and understanding software applications quickly
- Excellent verbal and written communication skills, with the ability to effectively communicate complex concepts to both technical and non-technical audiences
- Passionate about delivering exceptional customer experiences. Strong interpersonal skills and the ability to build rapport and trust with customers
- Strong analytical and problem-solving abilities to identify and resolve customer issues effectively
- Collaborative and able to work effectively with cross-functional teams, including sales, product, and customer support, to deliver excellent customer outcomes
- Excellent multi-tasker with the ability to self-manage and get the highest priority tasks done
- Fluency in English (both written and spoken) is required for this role
- Contractors must provide their own equipment (laptop, monitors, keyboard, mouse, etc.)
- Must maintain stable internet connectivity
- Must work from a professional, dedicated workstation
- Availability aligned to North American business hours, as agreed per engagement
- Contractors will assist customers across North America
Nice to Have
- Familiarity with client communica
Work Arrangement
Remote (Worldwide)
