Customer Success Content Specialist

**The Opportunity**

The **Customer Success Content Specialist** has an advanced strategic and supportive role within the Customer Success team at Euna Solutions, reporting to the Manager, Customer Success.

As Customer Success Content Specialist, you will be responsible for ensuring that our Euna Grants customers in the public sector successfully achieve their desired outcomes and realize our product's full value. By working closely with both the Customer Success and Learning & Adoption teams, this role will develop and implement strategic content and organize events to improve user experience, help customers achieve their goals, and address their organizational needs based on best practices. You will also be building internal content and documentation to improve the efficiency and efficacy of client-facing departments. You’ll be evaluating the priority of your efforts in conjunction with the Manager of the Customer Success team and the Manager of the Learning Specialist team. As an advanced Customer Success team member, you will take a strong lead in analyzing and identifying areas of opportunity for improvement, determining effective solutions, and managing additional CS-related projects outside of content generation and organizing events

**Responsibilities**:

- Develop a deep understanding of our Grants SaaS product and its use cases in the public sector
- Serve as a project manager for successful product adoption strategies
- Communicate confidently with executives, project managers, business analysts, end users, and key stakeholders both internally and externally
- Review the customer journey, determine how it’s supported, and use a consultative approach to help clients reach their goals and improve their use of the platform
- Build strong relationships with key stakeholders, identifying individual and organizational goals in an effort to build content and organize events that deliver the best possible value
- Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product
- Collaborate with Customer Success team and Learning & Adoption team, as well as other cross-functional teams, including sales, marketing, and product development, to ensure effectual prioritization of improvement opportunities
- Analyze customer data and usage patterns to identify opportunities for guidance and advocacy
- Monitor customer health indicators and respond with creating applicable, engaging content to address appropriately
- Attending and leading customer focused webinars, and events, connecting with customers to expand our customer community
- Manage, organize, and facilitate User Group meetings, providing content, agendas, and working with Marketing to promote and encourage engagement/participation
- Conduct live training webinars, demonstrating software features and functionality
- Identify and execute business strategies and lead projects that contribute to the department and organizational key objectives including managing key partner relationships, event co-ordinations, customer community/engagement, renewals/retention, revenue growth, references, increased utilization, feature adoption and overall product optimization

**Experience**:

- Bachelor's degree in business, communications, computer science, marketing, or related field
- 3 + years of experience in customer success, customer education, or a related field
- Proven track record of developing and implementing successful customer experience strategies
- Experience in project management, including the ability to manage multiple projects simultaneously
- Exceptional writing skills with some experience in technical writing or equivalent experience

**Location**:
This position will be hybrid with 3 days/week in our Atlanta, GA or Oakville, ON office.

**What It's Like to Work at Euna Solutions**

At Euna Solutions, we carefully foster a work environment where employees have a safe space for creative and intellectual freedom, and the opportunity to work cross-functionally. We offer a dynamic environment with considerable opportunity for professional growth and advancement.

Here are some of the perks that Euna employees enjoy:
Competitive wages
We pay competitive wages and salaries, and we only expect an honest 40-hour week for it.
- ️ Wellness days

What’s better than a long weekend? An extra-long weekend Twice a year, Euna employees enjoy an extra day on top of the long weekend An extra day to decompress and spend time doing the things you love.
Community Engagement Committee
At Euna, we know how important it is to give back. Our community engagement committee looks for ways to give back to our local communities through time, gifts and skills.

Flexible time and remote work
We understand that what a workday looks like differs by employee and the role requirements. Through our interview process we’ll work with you to ensure it’s a fit for you and the specific role you’re interes