CSM - Product Optimization Specialist
Weave
This job is no longer accepting applications
See open jobs at Weave.See open jobs similar to "CSM - Product Optimization Specialist" Pelion Venture Partners.We are seeking a highly motivated and influential Product Optimization Specialist to join our Customer Success team. The ideal candidate will play a crucial role in ensuring our clients realize maximum value from our products and services after the onboarding stage of their journey is complete. This role focuses on making proactive calls to customers, addressing their initial needs and ensuring they quickly realize value from specific features that will show our customers an early return on their investment. The ideal candidate will have excellent communication skills, a customer-centric mindset, and the ability to build strong relationships.
This position will be hybrid, working 2-3 days in the office per week
What You Will Own
- Post-Onboarding Engagement:
- Make proactive calls to customers immediately after onboarding to ensure a smooth transition to Weave’s time-to-value features
- Address any questions or concerns customers may have after onboarding.
- Provide personalized guidance and support to help customers start using the product effectively through specific features ensuring quick return on investment
- Customer Success Planning:
- Collaborate with customers to define their initial success criteria and goals
- Develop tailored action plans to help customers achieve their immediate objectives
- Offer best practices and tips to maximize the use of our products.
- Issue Resolution:
- Identify and resolve any early issues or roadblocks that customers encounter
- Work closely with the support and product teams to ensure timely resolution of customer issues.
- Escalate critical issues to senior team members when necessary.
- Custom Feedback and Insights:
- Collect feedback from customers about their initial experiences and relay insights to the product team
- Identify common customer challenges and work on improving the onboarding and post onboarding processes.
- Use customer feedback to continually improve engagement strategies
- Customer Relationship Building:
- Build strong, long lasting relationships with customers to foster loyalty and retention
- Serve as a trusted advisor, ensuring customers feel valued and heard
- Conduct follow-up emails/calls to check on customer progress and satisfaction
What You Will Need to Accomplish the Job
- Customer-facing experience in the software industry in a role focused on small to medium businesses (customer service, customer success, or account management)
- Exceptional interpersonal communication skills
- Ability to build rapport and credibility with clients at all organizational levels.
- Analytical mindset with the ability to interpret usage data and translate it into actionable insights.
- Effective problem-solving skills and the ability to manage and resolve conflicts.
- Results-driven and customer-focused with a demonstrated track record of driving customer retention and expansion.
- Proven ability to identify creative solutions to improve team and company business processes.
- Proficiency in Salesforce, Zendesk, Zoom, and internal tools such as PDS, WAM, and Google Workspace.
Weave is an equal opportunity employer that is committed to diversity and inclusion. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.
All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process. If you have concerns, please reach out to recruiting@getweave.com and we’ll confirm if you’re engaging with one of our Weave teammates!
This job is no longer accepting applications
See open jobs at Weave.See open jobs similar to "CSM - Product Optimization Specialist" Pelion Venture Partners.