Customer Experience Transition Specialist
1 week ago
We are seeking a highly organized and customer-focused Coordinator to join our team on a 10-12 month contract. The Customer Experience Transition Specialist will play a critical part in the successful upgrade and migration of over 400 customers from our legacy SaaS platform to the NextGen version.
Key Responsibilities- Plan, track, and manage the upgrade process for each customer, ensuring timely and successful transitions to the NextGen platform.
- Serve as the primary point of contact for customers throughout the migration, providing clear guidance, setting expectations, and addressing questions or concerns.
- Organize and deliver training sessions, resources, and materials to ensure customers are well-equipped to use the new platform.
- Collaborate with the Account Management team and Platform Support Team to align on customer needs and expectations, and escalate issues as necessary.
- Troubleshoot challenges that arise during the upgrade process and collaborate with technical teams to resolve them.
- Maintain detailed records of upgrade progress and customer interactions, ensuring project visibility and transparency and producing regular reporting for management on progress.
- Proven experience working directly with customers, preferably in a SaaS or technology-related environment.
- Demonstrated project management experience, with the ability to juggle multiple priorities and meet deadlines.
- Exceptional organizational skills and attention to detail.
- Strong communication and interpersonal skills, with the ability to build trust and rapport with diverse customer groups.
- Experience coordinating training or onboarding programs is a plus.
- Familiarity with SaaS platforms and technical concepts (preferred but not required).
- Experience with Confluence, JIRA, and Monday.com or Miro is a plus.
- Minimum 3 years experience in customer-facing roles such as customer success, customer support, account management, etc.
- Experience in the EHS, ESG, or compliance space is a plus.
- Experience with international business context is preferred (international client base and/or international company setup).
We're interested in smart, independent individuals with a record of working on successful teams and supporting great products. If you thrive in a fast-paced environment and enjoy guiding customers through transformative change, we want to hear from you.
$85,000 - $110,000 per year, depending on experience and qualifications.
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