Customer Success Specialist

Job summary

Provide responsive customer support and guide clients through onboarding and ongoing use of Laylah, helping them get value from the app. Deliver product demonstrations and webinars, lead initiatives to improve customer experience and retention, and develop support processes and performance measures.

Job details

Mission They say first impressions last a lifetime. As a Customer Success Specialist, you will be critical to our customers’ first impressions of Laylah and a key contributor to overall customer satisfaction and retention through outstanding service. You will often be the face and the voice of Laylah for our customers, acting as their primary point of contact and becoming their guide through their adoption and continued use of the app. Responsibilities Customer Support and User Assistance Provide exceptional support to clients by responding quickly and completely to their questions and resolving any issues they are experiencing with the app. Ensure a smooth lifetime experience by guiding users through Laylah and helping them maximize its value for their practice. Demos and Presentations In collaboration with the sales team, demonstrate Laylah to leads and prospects, highlighting its features and benefits. Identify specific needs of prospects and adapt demonstrations and presentations accordingly to maximize the impact for the prospect/lead. Host webinars that educate Laylah clients and prospects on features, workflows, integrations, etc. and the benefits to their practice. Onboarding Assistance Monitor the progress of new clients during their trial period and be proactive in offering additional support in areas that will be impactful for the client’s business. Design and implement personalized onboarding programs for new clients, helping them get the most out of Laylah as quickly as possible. Customer Experience Enhancements And Client Retention Develop and lead projects that advance client retention, including regular client outreach, additional learning opportunities, touchpoints with all members of a client’s team, etc. Develop and lead projects that proactively improve support for the client experience, including the development of help center articles, in-app tutorials, new feature/integration education, etc. Based on learnings from clients and prospects, develop and document processes and best practices for the Customer Experience department, establishing a solid foundation for Laylah’s growth and contributions to financial advisors’ practices. Collaborate with the leadership team to define goals and key performance indicators for the department, enabling continuous assessment and improvement. Skills Fluently bilingual in French and English with excellent written and verbal communication skills in both languages. Previous experience (3+ years) in a customer success, support, or teaching role (or equivalent) is required. Previous experience (3+ years) in a Software-as-a-Service (SaaS) business-to-business (B2B) role is strongly preferred. Previous experience in the financial services industry would be considered an asset. Able to work independently and take initiative with minimal direction. Have a successful track record of leading and delivering high-quality customer success projects, from onboarding through client retention Able to learn quickly and adapt to rapid change. Able to establish strong customer relationships, beginning with the prospect stage and continuing through the full lifecycle of the client. Able to manage time, identify and execute on critical tasks quickly and effectively. Results- and objective-oriented with a motivation to establish and meet high metrics for customer onboarding, satisfaction and retention. Benefits Salary based on experience, ranging from $60,000 to $100,000 per year. All employees get 4 weeks of vacation from day one. Computer, monitor and required software provided. Be part of the decision-making process and have a tangible, positive impact on our clients and our team through your work. Feel free to contact us if this is something that interests you. We look forward to meeting you and telling you more! Best regards, The Team at Laylah

What you’ll do

Provide responsive customer support and guide clients through onboarding and ongoing use of Laylah, helping them get value from the app. Deliver product demonstrations and webinars, lead initiatives to improve customer experience and retention, and develop support processes and performance measures.

Requirements

Requires at least three years of experience in customer success, support, teaching, or an equivalent role, along with fluency in French and English. Strongly preferred qualifications include at least three years in a B2B SaaS role; financial services experience is an asset, as are project leadership, relationship-building, initiative, adaptability, and results orientation.

Benefits

• Four Weeks Of Vacation From Day One
• Computer, Monitor, And Required Software Provided
• Opportunity To Contribute To Decision-Making
• Opportunity To Make A Positive Impact On Clients And The Team

Listed skills

• Time management · Preferred
• Customer support · Preferred
• Client Onboarding · Preferred
• adaptability · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Support
• Customer Success
• Client Onboarding
• Client Retention
• Customer Relationship Management
• Written And Verbal Communication
• French-English Bilingual Communication
• Product Demonstrations
• Webinar Hosting
• Presentation Skills
• Project Leadership
• Process Documentation
• Time Management
• Initiative
• Adaptability
• SaaS

Job areas

• Customer Service & Support
• Technology
• Sales
• Finance & Accounting
• Education

More jobs from Laylah