Onboarding and Success Expert
1 week ago
About March Networks Corporation
March Networks Corporation is a global technology company that values innovation, teamwork, and customer satisfaction. We strive to create a positive working environment where our employees can thrive and grow professionally.
Job Summary
We are seeking a highly motivated and experienced Customer Success Specialist to join our Professional Services team. As a key member of our team, you will be responsible for onboarding our Managed Services customers and ensuring their success with our software products and services.
Key Responsibilities
- Customer Onboarding
- Develop and implement onboarding plans for new customers, including post-installation checklists, user account creation, software training, and periodic call-ins.
- Establish strong relationships with customers and become a trusted advisor to multiple stakeholders within each account.
- Provide best practices and deliver clear value on the service's features, tailored to each customer's needs.
- Introduce customers to our self-help portal and continuously monitor their success.
- Manage escalations from customers quickly and efficiently within March Networks Corporation.
- Education and Skills
- University degree, college diploma, or post-graduate certificate in a relevant field.
- Ability to understand complex issues and propose effective solutions.
- Troubleshoot issues quickly under time pressure.
- Learn and understand networking equipment and cloud infrastructure.
- Monitor distributed systems on an IP infrastructure.
- Work independently with the support of corporate teams.
- Communicate effectively with small groups of people and hold interactive conversations through webinars.
- Motivated and driven to share knowledge and learn from others.
- Excellent verbal and written communication skills.
- Excellent time management and organizational skills.
- Experience
- 2 years of experience in a customer-facing role in technology, with experience across a global enterprise customer base.
- 2-5 years of experience providing exceptional customer service and support to customers.
- Experience with Microsoft Office (Word, PowerPoint, Excel).
- Proficiency in Salesforce software and other relevant tools.
- Experience providing webinars with applications like Teams, GoToMeeting, Adobe Connect, or others.
- Other Assets
- Fluency in other languages such as Spanish, French, or Italian.
- Experience coordinating and managing multiple projects simultaneously.
Requirements
This position requires occasional flexibility outside of regular 9-5 hours to support customers and March Networks Corporation employees in international time zones.
March Networks Corporation is an equal opportunity employer and supports a diverse workforce.
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