Portfolio Company Opportunity - Implementation Specialist (Remote)
Golden Section, United States
Job Description
About the Company - SocialLadder
SocialLadder is an end-to-end enterprise creator management platform for marketing teams looking to bring ambassadors, influencers, and affiliates under one roof. We love brands and technology, so it’s pretty cool that we get to do what we love everyday. And it’s even cooler that our clients think we’re the Best Brand Ambassador tool on the market. Consumer-focused brands like Benefit Cosmetics, Kendra Scott, goPuff amp; Live Nation all use SocialLadder to market through their customers and turn them into growth drivers, activating their community to create content and increase conversions.
This opportunity is for a Golden Section portfolio company: https://socialladderapp.com/
About the Role
We are looking for someone to join our growing customer success team in a vital role exclusively dedicated to onboarding new customers. You will own the onboarding process with customers post-sale to ensure they are successfully brought onto our platform without a hitch. The ideal candidate has a passion for building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences.
This role will report directly to our VP of Customer Success. While much of our team is based in or around Philadelphia, we are a fully remote team and this position can be based anywhere in the US.
Key Responsibilities
- Serve as the key point of contact for customers post-sale and own the structured onboarding process
- Proactively set and run implementation meetings with customers
- Ensure customers are fully integrated into product to personalize their profiles to best meet their needs
- Collaborate with various internal groups (product experts, program advisors, and development teams) as needed in order to meet customers' needs during onboarding
- Configure baselined profiles within SocialLadder platform
- Ensure customers are fully integrated into product to personalize their profiles to best meet their needs
- Collaborate with Product Team to share customer feedback and brainstorm design product enhancement opportunities
- Identify up-sell opportunities and provide seamless handoffs to Sales Team and Account Managers
- Provide training to customers on product features and enhancements
- Coordinate extended customer support through help desk team following the conclusion of a successful onboarding process
Requirements
- Sense of urgency to meet deadlines and support customer needs
- Analytical and process-oriented mindset
- Proactive calendar management skills and attention to detail
- Collaborative approach and strong interpersonal communication skills
- Empathy and patience as you partner with various customers and ensure they have a positive onboarding experience
- Most importantly, positivity as you maneuver through an ever-changing startup environment
Preferred Qualifications
- Bachelor's degree
- Prior experience in communications, marketing, account management, or customer success
- Experience using HubSpot, Zendesk, or similar CRM software
Benefits
- Medical, Dental, and Vision plans available + Monthly stipend to go towards plan participation
- Unlimited PTO
- Flexible work hours
- Monthly onsite and offsite corporate events amp; outings
- Small team, BIG impact
Our office environment is laid back and community-driven; discussion and collaboration are at the heart of everything we do. You will have direct access to the co-founders and will be encouraged to share your ideas. The best part? We are a team of passionate people: Music fans, adventurers, foodies, adrenaline junkies, dog lovers and more. And that diversity, passion, and energy are baked into every corner of our company.
Our culture means everything to us because we do our best work when we are happy, respectful, and relaxed. These core values and work ethic are why we were voted the Best Management Team in the Region 2017 and why we are funded by ex-Facebook, Yahoo and Ticketmaster execs.