Implementation Specialist (Customer Service) for GoCanvas | Remote SA -US Hours
The Role
- -this position is open to South Africa applicants only
- -required hours: 3pm-11pm SAST
Overview: An Implementation Specialist is intended to keep first year customers happy and paying by facilitating product implementation and driving adoption by helping them realize value and achieve outcomes using our solutions, with a result of renewal for a second year.
An Implementation Specialist’s primary goal is to set up, train, assist, and motivate first year customers in rolling out and adopting SiteDocs across their company, preparing them for long-term success as SiteDocs customers. Ultimately, a customer’s success is defined by the ongoing renewal of their SiteDocs Products, and companies having achieved successful adoption early in the life-cycle have the highest probability of renewal. Therefore, the Implementation Specialist’s efforts at the onset of the relationship contribute significantly to the overall happiness of the customer and recurring revenue goals at SiteDocs.
Your Key Initiatives:
Customer Happiness During the Implementation Phase
- Pro-actively works with assigned customers to ensure successful product(s) adoption by following provided processes and procedures combined with active listening to customers’ unique needs and responding accordingly.
- Facilitates all training webinars, including designing, scheduling, and presenting.Â
- Responds to and manages emails for assigned customers.
- Responds to and manages phone calls that come through a personal line or support line.
- Teaches customers how to use SiteDocs and how to achieve long-term, ongoing success.
- Addresses and finds solutions for customer product issues.
- Collects product feedback from customers and documents in Trello.
- Tracks activities and conversations with precision and efficiency in CRM.
- Provides assistance and support to other members of the Customer Success Team, when needed.
- Provides timely and successful delivery of solutions according to customer needs.
- Communicates clearly to the Content Specialist Team the set-up needs of new customers and takes ultimate responsibility for the follow-through of all requests made.
Revenue Generation and Renewal:
- Identifies, recommends and executes upsells, professional services, and tier increases when applicable.
- Ensures customers have a good experience and maximize product engagement with their unique set of challenges and processes in order to increase potential of renewal
General:
- Provides suggestions on potential ways to improve processes, procedures, checklists, and other documentation.
- Executes on special projects given by Customer Implementation Manager or VP of Customer Success.
- Contributes to a culture of team building and continuous improvement.
- Attends regular meetings and other meetings as requested.
What You Bring:
- Proven customer support experience (or other relevant experience).
- Demonstrated ability to communicate (verbal, written, and listening), teach, and present concepts with excellence.
- Experience using iPads, tablets, smartphones, and device applications is a plus and comfortable using technology
- An aptitude for problem solving.
- Proficiency in using (or the ability to quickly learn) software programs.
- Expert-level knowledge and understanding of SiteDocs product support.
- You care about people – their feelings, motivators, and unique situations – and creatively seek to find ways to go “over and above” the bare minimum to make their lives easier and bring delight.
- You are enthusiastic and optimistic and know how to turn lemons into lemonade!
- You are detail-oriented and can follow-through with processes and steps to completion.
- You work effectively within a team and independently.
What GoCanvas Brings:
We believe culture eats strategy for breakfast and that hiring the right people is THE most important thing we do. That’s why we take our company values so seriously and look for these traits in everyone we hire: Empathy, Innovation, Authenticity, Impactful, Team Player, and Cheeky/Fun Loving. We believe in giving people the freedom to get things done, but that they should also have accountability for their key metrics, think and act like owners of our business and be able to work in a flat organizational structure. We provide an environment that allows for innovation and creativity as well as a chance for highly motivated individuals to have fun at work.
While we believe culture trumps perks, we are proud to provide a comprehensive benefits package designed to meet our team members’ needs.
South Africa Benefits:
- Competitive Compensation
- Medical plan
- EAP ProgramÂ
- Remote working flexibility
- 3 days Family Responsibility Leave
- 12 Days Sick Leave
- 15 Days’ Vacation Leave
- 13 Company-Paid HolidaysÂ
