Job Description

Customer Experience Specialist

Join the fastest growing eSignature company in a dynamic and multi-faceted role.

You will help provide support for our existing clientele as well as work in our marketing department to communicate customer needs and experiences. The Customer Experience Specialist is a vital, customer facing role within the team, ultimately owning the customer relationship and designing the account strategy.

Being a strong writer and communicator is essential to success in this role. We are looking for people with the right mix of compassion, writing skills, and technical knowledge to get the job done.

You're an all hands on deck team player. You feel comfortable shifting between creative roles like email marketing or social media management and jumping on a screen-share to help a client.

You will be managing our existing customers and on-boarding our newest customers. You will manage partners post-sales through launch, and beyond. Working with the technical and sales teams, you will problem solve as needed, and ensure the success of each client you manage. You view companies as partners, and not just customers, and pride yourself in establishing long-term relationships.

You will also be a member of our marketing team. You'll bring a keen understanding of user feedback and help the marketing team develop compelling messaging for all our marketing efforts. You'll also provide support for the day-to-day tasks the marketing team works on. This includes setting up email campaigns, social posts,, gathering analytics and contributing to the year long marketing strategy. You enjoy talking design principles and user experience and have fun using all your resources to tell the right story.

Key Responsibilities

• Onboard new clients by setting them up in the system and ensuring success on their account.
• Act as the voice of the customer internally. As the steward of the customer relationship, a CES is expected to work cross-functionally with Marketing, Sales, and Engineering to ensure a consistent and strong customer message is embedded in our processes.
• Creatively analyze and drive adoption within the customer base
• Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc.
• Grow product adoption and usage through targeted nurture campaigns, onboarding, and programs
• Lead efforts to develop and maintain core product positioning, features and benefits collaborating with the product and executive teams
• Measure and track effectiveness, actively course correcting based on results.
• Creative thinker, with an ability to use data to inform all decisions

This Role Requires

• Patience, grace, and a sense of humor
• Exceptional writing and communication skills
• A knack for taking technical language and making it understandable
• Comfortable with a high volume of communication and switching tasks at a moment’s notice 
• Quick to resolve issues that pop up, and collaborate with developers
• Skilled in conflict management and resolution
• Excited by kick-off calls and getting everyone on the same page
• Experience in Customer Success, Consulting, Sales, Marketing or related field
• A strong eye for design is a plus
• Enterprise Account Management experience is a plus

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