Responsibilities
- Serve as the customer’s main point of contact through their initial onboarding
- Deeply understand clients' business and technical needs
- Own the onboarding process, working with clients and partnering with internal teams to ensure successful onboarding timeline
- Lead onboarding kick-offs, training workshops, escalation calls, and ad-hoc meetings as required
- Train customers in their use of the platform by leading coaching sessions and answering questions via video and email
- Provide technical and consultative support to customers
- Guide customers on best practices when using Wordly
- Assist the Customer Success Team with workflows and data for accurate tracking and reporting to stakeholders
- Act as an advocate on behalf of the customer and as an expert offering first-hand understanding of their experience and product needs
- Develop, improve, and innovate the onboarding playbook
- Answering emails and chats for some of our customers
- Investigation and troubleshooting of situations from customers
- Answering our 24/7 emergency line on a rotating basis
Requirements
- Natural storytelling abilities with clear and concise communication
- Ability to explain technical concepts to a non-technical audience
- Passion for languages and accessibility
- Strong English skills both written and verbal
- Experience presenting to groups of customers virtually
- Experience in customer service, onboarding, integration of software or equivalent experience
- Proficiency with CRM systems
- High level of enthusiasm, curiosity, initiative, commitment, and professionalism
- Strong work ethic
- Ability to thrive in a fast-paced and changing environment
Nice to Have
- Extra passion for events and event technology (#EventProf)
- Keep a pulse on coaching trends and act as the voice of the customer to inform product and marketing/design teams
- Preference given to candidates who also speak Spanish
Work Arrangement
Remote (Worldwide)
Team
Reports to: Director, Client Success & Support
Additional Information
- English is the designated language for internal team communication and customer interactions
- Candidates must be located in the APAC region or North American West Coast (Pacific Time Zone)
- If located in North America, working hours will be adjusted to reflect APAC business hours
- Everyone, including the CEO, takes turns being first-line support
- Rotating duty on 24/7 emergency line
- Applicants may be retained and evaluated for additional open positions due to rapid growth
