WorkWave™

Customer Success Specialist, Marketing Products

US-NJ-Holmdel
1 month ago
ID
2017-1249
# of Openings
1
Category
Customer Service/Support

Overview

Are you dedicated to providing World-Class Customer Service? Are you passionate about Training? Do you enjoy helping users adopt to new software? If you are looking for a job that combines all three, then read on! WorkWave is seeking a Customer Success Specialist, to join our growing Customer Success Team where our mission is to turn our customers into raving fans.

 

At WorkWave, a Customer Success Specialist for our marketing products, manages the customer implementation experience from start to finish providing support, training, and guidance, ensuring the smooth adoption of our solution-based lead management / marketing automation software.

 

 

 

 

Responsibilities

  • Manage all aspects of the customers onboarding process and track their progress
  • Consult with customers to understand their business and recommend best practices in the use of the software
  • Handle customer support calls during the onboarding time-frame
  • Train customers and their staff in the use of the software both on-line and in person
  • Nurture customer relationships to build trust
  • Participate in the ongoing creation and updating of best practices for onboarding and training
  • Work across department boundaries to champion the success of your customer’s onboarding process
  • Actively participate in increasing your knowledge of the software and the industry
  • Collaborate with other departments when necessary to help the customer be successful
  • Potential for up to 25% Travel
  • Ability to work over 40 hours when necessary

Qualifications

  • Delivery of technology training in a corporate setting in-person and via the web
  • Familiarity with blended learning solutions
  • Understanding of Marketing terminology and processes
  • Proven ability to manage multiple projects with tight deadlines
  • Customer service/support
  • High attention to detail
  • Excellent written and verbal communication skills
  • Documentation and/or course development
  • Project planning
  • Bachelor's or Associate’s degree with equivalent experience
  • Working well across cross-functional teams

 

Additional Experience Preferred:

  • Knowledge of SQL
  • Data conversion or migration experience
  • Project Management
  • Software Implementation
  • Consulting

 

WorkWave is looking for motivated, organized, energetic, and empathetic professionals with strong customer service skills to help clients with our software applications through training, troubleshooting and consulting. Our goal is to make every customer a raving fan, and we are looking for people that want to help with that mission. Specifically, we are looking for people with a demonstrated track record of:

  • Consistently delivering results “the right way” both personally and professionally, instilling confidence in your intentions and those of our organization

  • Ability to explain technical and/or process-heavy information in “real-world” terms to non-technical end users

  • Clear, direct and empathetic communication in both one-on-one and team settings; able to deal effectively when needing to reduce tension or conflict

  • Willingness to be part of a team…cooperating with others to get the right answers quickly

  • Maintains stable performance while under pressure or opposition; handling stress with grace and tact

Since achieving results “the right way” is of critical importance, the ideal candidate will exhibit the following personal characteristics as well:

 

Customer Centric: You have a strong desire to understand and empathize with customers, spending time to truly understand their concerns to ensure they are getting the help they need.

Passionate: You love working the phones and talking to customers. You enjoy coming to work each day and have a positive energy that your teammates see and feel.

Technical: You are technically proficient and love to teach others who are not so proficient how technology can help them be more efficient and successful in their day-to-day life.

Organized: You can handle multiple projects at the same time. You know how to budget your time, determine priorities to meet deadlines and enjoy that feeling of accomplishment when a goal is reached.

Proactive: You like to be busy throughout the day. You enjoy learning new things and proactively look for ways to help.

Energetic: People can feel your energy through the phone and see it when you walk in the door. You love what you do and the clients you help and it shows.

 

Why work for WorkWave?

 

Voted one of the Best Places to Work in New Jersey, WorkWave is unique in that it has a large, established base of loyal customers but also has enormous growth opportunities in multiple areas.  We are transforming the field service industry, one customer at a time, by building intuitive, best in class cloud-based software, mobile apps and high-value services that solve key pain points our customers face every day, allowing them to save money, save time and improve customer service levels, all at the same time.  To do this, we focus on 3 simple things:  (1) Hiring and developing great people, (2) Building great products quickly and (3) Turning customers and employees into raving fans. We’re looking for individuals that are passionate about and can help us deliver on those 3 simple (but hard to achieve) tenets.

 

Work here...Wave hello to a job you’ll love! This position is based at our home office in the historic Bell Works complex located in Holmdel Township, New Jersey. 

 

We offer a robust benefits package, including health and dental, paid time off, a 401k with company match and a great environment filled with energetic, fun, team oriented people.  Most importantly, at WorkWave, there IS such a thing as free lunch.  By bringing in lunch from local businesses Monday through Thursday for our entire NJ staff, we support local business and offer a great perk, all at the same time. On Fridays we encourage employees to take advantage of the hour lunch break away from their desks and explore what the Bell Works “Metro-Burb” has to offer!

 

 

 

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