Current Job Openings with Jenesis


Customer Success & Implementation Specialist

Job Description

Jenesis is currently seeking an experienced individual who portrays the qualities of a driven Customer Success Specialist – customer-focused, energetic, idealistic, and highly motivated. The Customer Success Specialist is responsible for creating and maintaining strong relationships with new and existing accounts, ensuring customer satisfaction and successful product use, developing processes to assist in reducing churn, and the ability to train the process and content of our software. The Customer Success Specialist will work closely with the Sales team to develop a smooth transition and long term success for the customer.

To be successful in this role, Jenesis is looking for someone who is proactive in developing new customer success strategies, is attentive to detail, and can quickly understand each client individually to proceed forward based on their unique needs and goals.

As a Jenesis Customer Success Specialist, you would be working with a small software company that has been in business for over 20 years. The sales, development, and support teams work very well together and would like to add the right person who enjoys working with others to build and support a quality product and user experience. We provide exemplary customer service and software application support to customers with a wide variety of technical aptitudes. A positive attitude and sense of humor are a must in this fast-paced, high-pressure environment.

Characteristics of a Customer Success Specialist:

 

  • A sense of logic and creative problem-solving abilities
  • Enthusiasm for learning and teaching
  • The ability to communicate clearly at all times
  • Flexibility and the ability to think on one’s feet
  • Excellent organizational, resource, and time management skills
  • Energy and positivity
  • The ability to work well with all types of people
  • The ability to seek first to understand the needs, then to teach

 

Skills of a Customer Success Specialist:

  • Strong verbal and written communication skills
  • Excellent phone skills
  • Detail-oriented, extremely well-organized work style
  • Experience in a fast-paced, sometimes high-pressure environment
  • Knowledge of CRM systems
  • Self-managed
  • Extremely reliable and punctual

Responsibilities:

  • Develop an extensive working knowledge of Jenesis Software products
  • Provide software application training using a variety of delivery methods including web-based and on-site training
  • Coordinate new customer implementations, providing effective training to maximize the use of the software
  • Maintain strong relationships with new and existing customers
  • Recognize and prioritize high-value customers
  • Create and drive a plan to communicate consistently with customers via multiple channels – phone, email, social media, etc.
  • Assist customers in creating workflows that work best for them
  • Develop processes and best practices to ensure the customer is successfully using the Software and receiving the full value
  • Proactively identify accounts that are at risk and quickly develop a strategy to avoid churn
  • Regularly meet with customers via a face to face video meeting
  • Communicate with the support team to notify of any issues communicated from the customer
  • Communicate with the development team to communicate desired product changes
  • Develop training materials and record videos for Jenesis for our training program and our online training channel
  • Participate with the software development team in testing new releases of the Jenesis products
  • Develop a working relationship with the Sales & Marketing team to make hand-off from Sales to Customer Success go smoothly
  • Assist in expanding existing knowledge base by creating internal and customer-facing FAQs, blogs, develop newsletter content, etc.
  • Post to social media information regarding our software that is educational or marketing-related
  • Record and maintain up-to-date training videos for the training program as well as our YouTube channel
  • Meet consistently with management to discuss at-risk customers, proactive strategies, success stories, etc.
  • Occasional work outside of normal hours, including training customers in other time zones, quarterly team meetings, etc.

Requirements:

  • Experience as a Customer Success specialist or Software trainer. This is not an entry-level position
  • Exceptional communication skills both verbal and written
  • High energy, self-motivated, and a team player
  • Ability to understand and articulate customer needs
  • Ability to prioritize
  • Submit and, occasionally, test enhancement and/or defect tickets entered on behalf of all customers
  • Previous CRM experience is a plus
  • Bachelor’s degree is a plus
  • You will be attending quarterly meetings – during COVID, we hold these via Zoom meetings; however, when this is no longer a threat, we will resume having these meetings at a location that may require a drive or flight (according to your location)
  • We highly encourage participation in team-building activities, internal and customer meetings. User Retreats are usually held in a resort location and require that you are comfortable with being in front of a small crowd, creating presentations, and giving them
  • Ability to drive to team meetings, user retreats, or any other meetings
  • A full background check is required

Compensation:

  • Salary: $35,000 – $45,000 plus bonus potential
  • 100% paid health benefits with BCBS after 60 days for a full-time position
  • 401K with 3% company match
  • Time away is not mandated or limited if you are meeting your goals and the goals of the organization
  • Fully remote (work from home position)

Job Type: Full-time
Pay: $35,000.00 – $45,000.00 per year