Customer Success Specialist

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world.  AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service.  We power millions of subscriptions worldwide for organizations.  We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About You

AppDirect is looking for talented yet humble individuals who are smart, passionate, and want to drive disruption in the IT industry. You will have the freedom to reflect your customer-focused experience and personality in creative, thoughtful, out-of-the-box solutions. There's no limit to what you can accomplish here.

The Customer Success Specialist role is a critical piece of our customer and technology advisors journey. This role will be responsible for the customer adoption of the AppDirect Marketplace and a subject matter expert of how to operate it from a customer and advisor’s perspective. In this role, you will work closely with our sales, fulfillment, and support teams to provide feedback while acting as the voice of the customer within AppDirect, to deliver our best in class collection of cloud apps and digital services.

What you’ll do and how you’ll have an impact

• Interact directly with new customers and advisors of AppDirect to ensure a successful first impression. Activities will include proactive customer outreach, presentations, live Q&A, sharing of further information materials as well as tracking of required tasks and activities to complete the onboarding process.
• Enhance customer experiences through technical documentation, training, and process optimization. Partner with Product Marketing to deliver easily digestible client-facing training and webinars.
• Support successful launch and adoption of new products/programs.
• Maintain a proactive, customer-centric approach to consistently delight customers.
• Drive product usage and stickiness through effective onboarding, ongoing support, and identifying additional service and feature opportunities.
• Advocate product benefits by effectively communicating cloud management practices to technical and non-technical users.
• Collect feedback, develop content, analyze data, and deliver external presentations to customers. Leverage feedback to optimize overall process, educational offerings and delivery mechanisms.
• Gain deep understanding of user needs and experiences to enhance customer adoption and experience while communicating customer feedback to internal stakeholders for ongoing improvement.
• Monitor and improve training effectiveness and customer satisfaction. Drive high customer engagement and satisfaction through Cloud Experience and Onboarding CSAT ratings.
• Collaborate with multiple departments to create an exceptional customer experience through targeted content delivery.
• Collaborate with Product and Sales teams to address customer requirements and drive adoption.
• Work cross-functionally with various teams to align efforts and achieve customer goals.
• Contribute to additional onboarding and customer-focused initiatives as required.

What we’re looking for

• Bachelor’s degree in business, technology, education, or related area.
• At least, 2 years of providing end-user support for an Enterprise platform and/or SaaS product and 2 years of client-facing experience with demonstrated dedication to clients and problem solving
• Two or more years of combined experience in professional services, onboarding, or customer success in SaaS
• Ability to build and implement new processes in an unstructured environment.
• Demonstrable experience using common customer success tools, including CRM, webinar/online meeting, and screen recording technologies.
• Experience with Zendesk, Google Workspace, Microsoft 365, and remote cloud presentation tools are a plus.
• Ability to communicate effectively through all channels, chat, phone, email, and video conference.
• Experience with cloud-based productivity tools and ability to quickly learn and adopt new technologies.
• Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities.
• Self-awareness, strong judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal-orientation.
• Experience building and running product demos/overviews and webinars
• Excellent English written and verbal communication skills.

About AppDirect:

AppDirect is the only end-to-end commerce platform for selling, distributing, and managing cloud-based products and services to succeed in the digital economy. The AppDirect ecosystem connects channels, developers, and customers through its platform to simplify the digital supply chain by enabling the onboarding and sale of products with third-party services, for any channel, on any device, with support. Powering millions of cloud subscriptions worldwide, AppDirect helps organizations, including Jaguar Land Rover, Comcast, ADP, and Deutsche Telekom connect their customers to the solutions they need to reach their full potential in the digital economy.

We believe that the unique contributions of all AppDirectors is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: link: https://www.appdirect.com/about/privacy-notice