Location: 177 Huntington Avenue, Boston, Massachusetts
Position Overview: The mission of the Onboarding team is to provide new and existing customers with high quality training material for both WordStream Advisor and PPC best practices. In a SaaS company, customer retention is paramount to success and this sits squarely in the laps of our team members. The first 90 days of the customer lifecycle are critical to retention, so it is our job to ensure our customers are provided personalized, thorough, and effective training material upon purchasing WordStream.
Job Description: We are looking for a dynamic individual who is passionate about creating exceptional customer experiences to help drive the success of our clients through onboarding and training of both WordStream Advisor and PPC best practices and strategies. We are growing our services team rapidly and are looking for an ambitious individual interested in learning or expanding their search marketing background by rolling up their sleeves and diving in. You will become part of a kick-ass team of experts who truly love their job, the company and lead the corporate culture with hard-work and fun times. This is a fantastic opportunity for a resourceful, success driven, and entrepreneurial individual looking to take their career to the next level.
Roles & Responsibilities:
- Create of Onboarding portals and conduct new client follow-up to ensure each customer gets started with needed materials
- Define goals and deliverables that support the customer’s business goals and PPC experience level to ensure maximum customer satisfaction
- Support customer Onboarding by creating new and updating training materials
- Support customer Onboarding in building out of overall Onboarding/Training programs
- Become a subject matter expert on WordStream Advisor
- Conduct training “hangout” sessions and webinars for new and existing customers
- Routinely handle chat lines and phone support lines
- Performing internal tracking of “hangout” attendees as well as chat users when supporting these initiatives in an effort to keep all customer relationship management records up to date
- Providing feedback to internal teams in the form of enhancements and ideas that would improve training processes for customers
- Track new customer monthly statistics
- Attend all team meetings and actively contribute
Role Abilities:
- Professional, self-accountable, reliable, personable, team player, work independently
- Highly motivated
- Bachelor’s degree (4-year degree)
- Adaptable to change. We’re a fast growing company.
- Ability to work creatively and is a problem solver
- Strong conflict management/resolution skills – must be able to reset any mis-set customer expectations
- Be prudent in escalating potential risk to the appropriate internal teams
- Ability to successfully manage personal workflow and to achieve on time delivery of requests made by clients and internal team
- Demonstration of basic professionalism, resourcefulness and the initiative to seek information in an effort to fill any holes in support of daily responsibilities
- Ability to speak and write clearly and persuasively and to build and maintain strong internal and external relationships
- Must be able to take and apply all forms of constructive feedback
- Must be authorized to work in the US; unable to sponsor foreign Visas
- The following abilities are a plus, but not required:
- Video editing/production
- Web design and development (or basic HTML)
- Any past experience in a teaching capacity
Culture & Attitudes/Traits:
- Work as a team – leave no teammate behind
- Demonstrate a positive attitude every day
- Be solution oriented – never say “try” or “can’t”
- Demonstrate excellence by going above and beyond for the benefit of teammates and the company
- View mistakes as an opportunity to learn rather than as a negative situation
- Never be afraid to ask for help
If this sounds like you, then we want to hear from you! Send us your resume at ServicesJobs@wordstream.com.