Customer Success Product Expert & Business Coach
About the role
Remote, full-time role at PocketSuite focused on onboarding, activation, upselling, retention, and customer success for a mobile platform serving service professionals and small businesses.
Responsibilities
- Onboard new clients by phone, in-app, and by email, including importing their existing clients and data into the app
- Activate and engage new clients primarily in-app (and occasionally by phone and email) in a way that drives conversion rates, retention rates, monthly payment volume, and Premium subscriptions
- Cultivate warm leads for businesses with upgrade potential and close them, primarily in-app (occasionally by phone and email)
- Responding to in-app support inquiries via the PocketSuite app
- Reproduce and log customer reported issues
- Identify and drive opportunities for making product / ux improvements for our customers
- Ensure clients launch on-time with the optimal PocketSuite configuration to reach their business goals
- Lead all data imports and widget implementations
- Provide light payment operations support
- Learn and take our onboarding, upselling, and churn management practices to the next level, leveraging internal data
- Map out, set targets, and execute against onboarding, upselling, and retention goals
- Coordinate and collaborate with a small cross functional team of rockstar team members who divide their time between Customer Success and another role in the organization
Qualifications
- Bachelor’s degree
- 3+ years experience as a community engagement, account manager, churn manager, onboarding specialist, and/or customer support specialist
- Strong problem solving skills
- Strong oral and written communication skills
- Witty, creative, compelling writer
- Natural sales skills
- Power Text-er
- Sales, Customer Success, Communications and/or Marketing background [a plus]
- Behavioral economics knowledge and interest [a plus]
- Prior experience working in a fast growth startup environment
- Most people you've worked with would put you in their top 5
- Looking for an "ALL IN" team and workplace culture
Skills
About PocketSuite
PocketSuite makes it easy for your clients to book and pay you
PocketSuite is a YC-backed mobile platform for service businesses, ranging from fitness trainers, photographers, and home cleaners to dog trainers, hairstylists, therapists, and life coaches. Businesses use PocketSuite to get booked, paid, and message their clients. We make the work of running your own business simple for solo operators and small teams. PocketSuite empowers the U.S. market of 20 million service professionals generating $800 billion in sales with a mobile cloud solution for running their business. Thousands of businesses run on PocketSuite. Over 500,000 clients book and pay their Pros on PocketSuite today and we're growing fast.
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