Customer Success Advocate

2 months ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Pepperjam Full time
About the Role

We are seeking a highly skilled Customer Onboarding Specialist to join our team at Pepperjam. As a key member of our Customer Onboarding Team, you will play a critical role in ensuring our clients receive the best possible customer experience when onboarding to our platform.

Key Responsibilities
  • Onboarding Meetings
    • Conduct onboarding meetings with new clients to introduce them to our onboarding process, provide guidance on how to get started, and answer any questions they may have.
  • Onboarding Process Management
    • Manage the non-technical aspects of the onboarding process for new clients, from initial contact to successful training and handover.
    • Coordinate with multiple teams, such as customer success or technical onboarding, to ensure a smooth onboarding experience.
  • Reporting
    • Ensure internal reports within Salesforce are updated on a regular cadence and highlight any potential risks.
  • Partner Migration
    • Assist clients in migrating partners onto our platform from another provider.
  • Onboarding Support / Training
    • Coordinate and action platform support tasks on behalf of the client prior to launch (e.g., uploading creative assets, configuring commission rules).
    • Conduct training sessions on how to use our platform.
    • Create documentation for both internal and external use.
Requirements
  • Minimum 2 years of client or customer support experience.
  • Project management experience.
  • Excellent communication skills with the ability to translate technical information to a non-technical audience.
  • Teamwork, strong work ethic, and enthusiasm to learn.
  • Strong attention to detail.
  • Strong prioritization and organizational skills.
  • Strong interpersonal and soft skills.
  • Comprehensive computer literacy.
  • Problem-solving skills.
Desired Skills
  • Ability to present and lead meetings confidently.
  • Proficient in using Excel/Google Sheets to manipulate data (e.g., formulas).
  • Experience in conducting training sessions.
  • Experience in digital marketing.
  • Experience writing guides and training material.
  • Marketing, Advertising, or Business degree.
Benefits
  • 25 days holiday in addition to bank holidays.
  • Enhanced Parental Leave: 6 months full pay for birth parent, 4 weeks non-birth parent at full pay after one year employment.
  • 5 extra 'Partnerize Parental Days' each year.
  • Private Medical Insurance through Bupa.
  • Enhanced pension contributions.
  • Cycle to Work scheme.
  • Eye Care Vouchers.
  • Life Assurance.
  • Enhanced Wellness Program including access to EAP, Wellness Coaching & Wellness Fridays program.
  • Regular company events and activities.

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