Customer Success Specialist (Nutshell)

webfx.com•Ann Arbor, MI

8d•Onsite

About The Position

Hi there! We're WebFX, a full-funnel revenue marketing agency based in the US. We've been 10x named a Best Place To Work, and we'd love to meet you! We are a fast-growing company of more than 700 FXers, that has doubled in size over the past 5 years, with talented team members in 6 US offices, 20+ states, and now based around the globe (and representing 18+ different countries!). While WebFX and our subsidiary companies, such as Nutshell CRM, SEO.com, and TeamAI, are growing rapidly, we are committed to growing strategically and sustainably, and that starts with growing our team of the #BestCoworkers - that’s where you come in! We're looking for talented professionals to join our Ann Arbor office location - home to the Nutshell team! Nutshell is an award-winning CRM and email marketing platform, and as of 2022, WebFX and Nutshell have officially joined forces. Our teams work together closely to provide the very best products and services to our clients, and we're on the hunt for people just like you, who take pride in their work and want to be part of a company that does too. What We’re Looking For We are looking for a Customer Success Specialist to serve as a trusted, strategic advisor to key stakeholders within your assigned high-value customer portfolio. You are responsible for client onboarding, increasing product adoption, and user engagament, while focusing on retention and identifying upsell opportunities. We want to ensure customers are getting the best possible return on their Nutshell investment, and that our product is helping grow their businesses and making them more efficient. As a Customer Success Specialist, you'll strive to improve customer satisfaction by understanding customers' unique business needs, being the voice of the customer, and influencing product value. Working Location: We're looking for a Customer Success Specialist who will join our team on-site at our Ann Arbor office

Requirements

Bachelor’s Degree - open to any fields of study
0-2 years of experience in working with sales and customer success teams
Digital Marketing, Technology, Tech Consulting, or Software Service Background
Exceptional communication skills
A customer-oriented mindset, and an ability to understand customer needs and pain points
Proven ability to create processes that streamline operations
Proven track record and passion for client service, sales, and surpassing goals
Self-managed with excellent follow-through and initiative to get things done
Energetic, “can-do” attitude and grit to work through obstacles and complex problem resolutions
Excellent team player who works collaboratively to support the overall success of the business
Creative problem solver
Clear, responsive communication style
Track record of strong communication and an investment in personal professional development
Eager to develop positive relationships internally and externally to exceed goals
Strong attention to detail and highly flexible to changing priorities
Strong understanding of business operations and marketing strategy
Commitment to gaining institutional knowledge and building relationships both internally and externally
Willingness to use institutional knowledge to cut red tape
Incredibly adaptable and ability to work both within and outside of normal processes when needed

Nice To Haves

Digital agency experience is a plus

Responsibilities

Manage a portfolio of high-value accounts
Onboard and advise customers about the most appropriate Nutshell features for their specific business needs
Drive usage and adoption to ensure customer success, ensuring that our customers are using Nutshell to its full potential
Manage monthly and quarterly business reviews and customer outreach
Identify new sales opportunities (up-sell or cross-sell) and drive account expansion with contextual offers and growing lifetime value
Manage churn and increase customer retention
Deliver timely and successful solutions according to customer needs and objectives
Act as a point of escalation when required to help manage customer expectations
Built relationships by providing consistent value and fostering customer loyalty
Serve as the voice of the customer and act as a customer advocate
Share customer feedback with internal teams, advocating for their business needs, and keeping cross-functional teams abreast of market needs
Work with the key team in our organization focused on account retention and expansion (team currently drives $7M+ in revenue per year and this role will play a key role in continuing to increase that amount)

Benefits

Opportunities to learn and thrive in a friendly, growing SaaS business
A commitment to an inclusive environment that supports our diverse team
A connection to Ann Arbor’s software and startup community through our network of friends and partners
A modern office located on Ashley Street in the heart of downtown Ann Arbor
Flexibility in working modes and locations, as we regroup at our office, and support other distributed team members
The sincerity and commitment of an established company: excellent health benefits, 401(k) matching, an experienced leadership team, and a profitable, growing financial position
The opportunity to help thousands of small businesses each day
Trust and autonomy to ensure you can be the best version of you
WebFX grew 250%+ over the past 3 years, and merit-based promotional opportunities are abundant for new family members who meet or exceed position performance metrics.
Compensation is very competitive and commensurate with experience and will consist of both base and incentive pay.
Salary is negotiable based on experience.
We've been named the Best Place To Work in our home state of Pennsylvania 10 times 🎉
We have offices in Guatemala, South Africa, St. Petersburg FL, Ft. Myers FL, Lancaster, and York, PA! AND we're continuing to grow! 🌱📈
Entry-level roles - over 90% of our openings are open to brand new college grads! 🎓
Flexible Schedule (start your day between 8 and 10 am - when you do your best work!)
Love animals? Cool, so do we! That's why we have a Pet Friendly Office 🐶
Profit Sharing 💰
150% Company Match Of Personal Charity Donations
Our #FXBuilds program is set to positively impact 10,000 people around the world by 2024 - and every individual FXer’s work directly contributes! 🌍
Supplemental Insurance
100% Company Match 401K (up to 4%) 💰
Generous Paid Time Off 🏖
Employee Wellness Program, including a free FitBit and fitness challenges 👟
Love to learn? You sound like an FXer! FXLearns Library with hundreds of personal and professional growth books 📚
Humanitarian Trips ✈️
Health/Vision/Dental Coverage
New Parent Support 👶🏿👶
Dressing up everyday not for you? We get it! Enjoy our Casual Dress Code
Home Buyer Program 🏡
Personal Desk Fund 💰
Green Commute Benefits
Pawternity Leave 🐱
Merit-based promotions (we promote from within, you will move up and grow here!)
The opportunity to be part of a passionate, driven team where we pride ourselves on delivering high-quality work that makes a real-world impact for our clients