Customer Success Specialist

Sertifi offers an Agreement Platform built for businesses who need a more efficient and secure way to manage the full contract process. We simplify how businesses send and collect agreements and payments by bringing it all into one secure platform. Sertifi automates business processes, saves you time from performing repetitive tasks, enhances security and PCI-compliance, and provides customers an easy and convenient way to do business with your company. Thousands of businesses around the world use Sertifi to streamline their contracts and payment processes, recognize revenue faster, and increase job efficiency.

The Customer Success Specialist will proactively engage with customers in providing additional resources and best practice guidance to ensure successful adoption of Sertifi solutions.

Due to the circumstances of COVID-19, Sertifi has shifted to working remotely at this time. We will interview, onboard, and operate as a remote team until further notice. As it is deemed safe to return to the office, we will consider a hybrid approach to WFH and In-Office work.

Challenges You'll Tackle:

• Educate clients daily on self-service tools and other key features not being used that could benefit the customer to ensure a successful partnership
• Use Customer Success Software (ChurnZero) to apply point in time messaging that leads to engagement and positive change 
• Collaborate with Enterprise CSM’s to assist with adoption for key customer accounts
• Assist customers with changes to their workflow in using Sertifi to ensure a seamless transition 
• Maintain customer needs, questions, and interactions to capture and assist in creating a health score (as well as ensuring data integrity) 
• Assist customer challenges by learning any outstanding issues and offering solutions to overcoming barriers 
• Develop an in-depth knowledge of all Sertifi products and services; maintain product expertise across our platform
• Establish high-level of personal credibility and build strong relationships to improve customer health
• Work on ad hoc customer set up and adoption projects as needed 

What You'll Need to Succeed:

• At least 1 year of total experience, with experience in Customer Success or Sales preferred
• Experience working in SaaS Industry preferred
• Experience with Salesforce.com preferred
• Experience with Adobe Acrobat ProDC or equivalent preferred
• Experience with Customer Success Software (i.e. ChurnZero)
• Passionate about customer success and driving customer outcomes
• Exceptional communication skills with everyone, from end users to C-Level Executives
• Ability to summarize technical and complex topics to a specific target audience 
• Able to collaborate well with a team, and can also manage workload independently 
• Strong problem resolution and analytical skills
• Self motivated with the ability to multitask, meet deadlines, and prioritize projects.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to type, use computer, phone, cell phone and other office/home office equipment/technology. Must be able speak, see and hear. Must be able to remain in a stationary position for prolonged periods of the time.

What’s in it for you:

We offer great benefits such as: Competitive salary, Unlimited PTO, Medical/dental/vision insurance, Short-term and long-term disability insurance, 401k with company match, Paid parental leave, Life insurance, Pre-tax Transit Benefit Program.

Sertifi is proud to be an Equal Opportunity Employer. Sertifi is committed to building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team. All individuals seeking employment at Sertifi are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other basis forbidden under federal, state, or local law.