Customer Onboarding Specialist

Convertflow

customer support virtual assistant customer support saas

Posted 16 days ago

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About this role

So, what will you do as ConvertFlow's Customer Onboarding Specialist?

This is a full-time role. As ConvertFlow's Customer Onboarding Specialist, you'll help ConvertFlow and its customers succeed through the following...

Improve user activation and feature adoption:

Help our users accomplish their goals with ConvertFlow. We use Intercom to answer questions, provide guidance, and collect feedback via live chat and email.

Organize customer feedback for the team and champion the customer's voice. We take this extremely seriously and rely on the customer feedback-loop to shape product direction and roadmap.

Create product guides, documentation and video tutorials (like this one) that educate people about features and what they can do to get more out of ConvertFlow.

Host public & private demos, webinars, and training with leads and customers periodically.

Help our team understand how releases of new features went, how they were adopted by users and how to potentially improve future releases.

Create and continuously update our knowledge base, so self-servicing customers can figure out how to achieve outcomes on their own.

Design a system for measuring customer health and process for engaging new users to ensure they get value and see “success” with ConvertFlow.

Improve user retention and reduce customer churn/cancellation rate:

Help customers with technical integrations and troubleshooting to quickly identify the source of customer issues.

Proactively reach out to high-value customers. You'll regularly connect with multiple points-of-contact at their company to identify their goals, advise them on more effective product usage, solicit feedback, and align them with future goals.

Reach out to “likely to cancel” customers to help them get value from ConvertFlow.

Engage with canceling customers and design systems for improving "win-back" followup.

Improve workflow for tracking bugs, feature requests, and better ways to improve our support processes.

Relay bugs to developers and keep customers updated while our team prioritizes and releases bug fixes.

You might be a good fit if...

You have strong writing skills in English — both short form (messaging) and long form (product guides). You pay attention to details and love to get creative with words.

You're patient, warm, and organized in your thinking. Empathy is key.

You're curious about people and problems. You're a good listener who's naturally interested to dig in, ideate, and find solutions.

You want to get into UX research, product ops, or marketing at some point in your career.

Have previous experience in a customer success role, technical support or in managing client relationships.

You're excited by the idea of guiding people to execute their ideas using a powerful product, and seeing the massive impact your guidance can have on a company's marketing results and growth overtime.

You actually enjoy troubleshooting problems and overcoming technical and non-technical challenges.

You have experience working remotely and managing your own schedule.

Are based in the US and can work 9AM-5PM Eastern timezone.

Bonus points for the following...

You have experience using popular email marketing tools like MailChimp, HubSpot or Infusionsoft.

You have experience using a popular CMS like Wordpress or Shopify.

You have experience with basic HTML and CSS, website themes and plugins.

You're enticed by the eventual opportunity to manage a team.

You're based in the South Florida area.

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