Customer Success Advocate

eBOARDsolutions, Inc. , a subsidiary of the Georgia School Boards Association and leader in board management software, is currently seeking a Customer Success Advocate . At eBOARDsolutions, our mission is helping boards lead and govern effectively and operate efficiently – and our customers tell us we’re really good at it. O ur SaaS board management software, Simbli, helps boards automate and simplify everyday tasks through software that facilitates paperless meetings, strategic planning, policy management, board evaluations, document management, and communications.

The Customer Success Advocate will serve as the primary contact when onboarding new subscriptions with a focus on building strong relationships to ensure they reach their defined onboarding goals, utilize the product effectively, and become raving Simbli fans. The CSA is a customer advocate and collaborative partner, both with the customer and internally across sales, support, and product development. This may include escalating support issues, recognizing additional sales opportunities, or communicating potential use cases or product challenges to our product team for roadmap consideration.

WHAT YOU’LL DO AS A CUSTOMER SUCCESS ADVOCATE:

• Drive on-boarding, deployment, and successful adoption of Simbli.


• Become an expert user of Simbli so that you can deliver training to customers and provide credible guidance on how best to apply the tool.


• Using a consultative approach, help customers optimize product value by teaching them how to leverage new or unused features.


• Advocate for customers internally by collaborating with our Product team to translate customer feedback into product requirements.


• Identify new opportunities to expand Simbli to support additional work processes or departments within the customer’s business.


• “Prime the pump” for customer case studies, quotes and testimonials by identifying advocates and sharing great stories with our Marketing team.


• Manage the ongoing customer relationship to encourage growth and loyalty.


• Assist in creating content for and updating the Simbli Knowledgebase
  


• Participate in product webinars; develop and deliver content for Simbli User Conferences (comfortable delivering content in both webinar and in-person settings)
  

WHAT WE’RE LOOKING FOR:

• Experience in a customer-facing customer success or support role


• An excellent ‘explainer’ and enjoy the challenge of teaching new ideas to novice users


• Know your way around the computer – feel comfortable in Zoom, navigating Office products and internet browser.


• You are organized and process-oriented, and enjoy uncovering opportunities to improve efficiency, both for yourself and your customers.


• You have your own system to manage details.


• You challenge yourself to learn quickly and put yourself in the customers’ shoes to understand their challenges.


• You have a polished, professional, and articulate communication & presentation style, but you’re not a robot. Your personality shines through!


• You listen well, ask the right questions. You speak up and feel confident to ask when you are unsure.


• You are honest and empathetic. You see the world through the customer’s eyes.


• You enjoy teaching others, be it a customer or a colleague.


• Excellent communication and interpersonal skills with a knack for understanding customers and them viewing you as a valued and trusted partner.


• Collaborative problem-solver, creative thinker, and ability to both put unhappy clients at ease and inspire unmotivated clients into action.


• Strong presentation and delivery skills through Zoom


• Experience in creating professional presentations in Microsoft PowerPoint or similar presentation software

NICE TO HAVE:

• Experience in creating online training courses or in using Captivate or Camtasia


• Experience in Hubspot or Pendo
  


• Experience in understanding the workings of Boards of Education
  

WHAT YOU’LL GET IN RETURN:

• 
  Great collaborative team atmosphere


• Opportunity to telework


• 10.5% of annual salary applied to an employer-sponsored tax sheltered retirement plan (effective after first 90 days)


• Major medical and dental coverage (employee only) with paid HRA contribution of up to $1,500 per calendar year. Association offers additional supplemental insurance. Employees are responsible for all supplemental insurance premiums


• $25,000 life insurance (employee only)


• Ten annual (10) leave days per year (5/6 day per month) cumulative to 30 days


• Fifteen (15) sick days per year (1 ¼ days per month) cumulative to 90 days


• Three (3) personal days per year (July 1 to June 30) non-cumulative


• Wholesale Club Membership – Reimbursement for up to $50 per year for membership

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by the individual employed for this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. Individual may be required to perform duties outside of their normal responsibilities from time to time, as needed.