Job Description
Customer Engagement and Retention Specialist
.US-Remote
Full Time – 30+ HRS/WK (Full Time Benefit Eligible)
Position Purpose and Impact
The Private and Local Campgrounds (PLG) Customer Engagement and Retention Specialist creates unforgettable moments for customers by building brand advocacy and driving desired product usage behaviors. Responsible for producing new resources and guides that directly address how clients positively learn and use our products, they create training content and improve knowledge base resources to help clients to resolve issues relating to products through a sound knowledge of all products and an understanding how customers use them.
Responsibilities
Overview
- Spearheads customer engagement and retention activity against annual goals for increased product usage, increased customer satisfaction metrics, and the achievement our self-service and training resources deliver the education outcomes for our customers.
- Tracking and driving metrics across software platforms training resources and guides to achieve department experience rating KPIs, produce case studies, produce custom newsletters, and ensure a same day response to customer support tickets with negative feedback.
- Driving customer relationship management by keeping customers continuously happy and well-informed on our products and services, focusing on increasing product usage and knowledge of best practice usage.
- Supporting brand promotion by generating excitement for new or developing products by keeping the customer support team updated on new features soon to be released. As new products and features become available, facilitate demos and training on new features and how to support customers on them.
- Supporting customers who are active users of our products and helps increase customer product usage.
- Serving as an expect on the Firefly platform to lead help resource creation and improvements.
- Creating content for messaging to current customers around product and development releases and updates.
- Creating knowledge base documentation that include video tutorial help resources for products.
- Drives department initiatives focusing on customer loyalty and retention, building successful customer outcomes and effectively empowering customers with our products. Establishing trust to retain customers who have low health scores.
- Builds alignment with customer success, training, and implementation teams on customer enablement strategies.
- Enhances product value by communicating the voice of the customer to product and development, sales, and marketing.
- Helps to reduce churn by gathering and analyzing data on the reasons why current customers leave and what platforms they go to.
Content and Resources
- Creates knowledge base content and technical how-to writing.
- Creates how-to videos for knowledge bases.
- Trains internal team members on new knowledge base articles and updates. Provides relevant coaching, training and support to champion a knowledge culture across our teams.
- Monitors and measures knowledge management activities – assesses progress by leveraging analytics on impact, engagement, functionality and effectiveness of knowledge management strategy.
- Attends product release updates, provides training for internal teams to learn and understand new feature releases from product and development.
- Tracks knowledge base article performance and assessment of activity. Identify gaps and areas for knowledge base improvement. Identify most/least accessed/interacted with articles.
Engagement
- Creates customer case studies proving how our products help campgrounds as a business by demonstrating real-life results.
- Creates getting started guides and best practices e-books.
- Creates and sends customer communications and new feature release announcements and updates.
Retention
- Lead cancellation retention efforts and playbook calls. Following up with 100% churn risk customers to win back customer satisfaction.
- Follow ups on low customer satisfaction survey feedback to improve service.
- Provides the voice of the customer for reasons for churn across to other departments.
General
- Support the department and customer base with proactive problem resolution, serving as a positive problem solver who loves the challenge of advancing product how-to’s and resources beyond the status quo.
- Serves with expert product knowledge, knowing our business’s products, services, and policies well. Able to both troubleshoot issues and help the support team offer best practices for getting the most value out of our products.
- Practices excellent customer intelligence, gaining insight and an unrivaled ability to understand customer needs. Providing feedback trends on what our larger customer needs and desired service experiences are.
- Promotes department and Aspira policies and procedures, the quality of its products and reputation.
- Observes a flexible schedule as needed to achieve business results and supports the department and team with other duties as needed or assigned.
Qualifications
Detail-oriented with the ability to self-manage projects and prioritize needs.
Effectively maintain deadlines, deliveries, and communication to internal and external partners.
Utilizes correct spelling, grammar, punctuation and structure throughout all materials created.
Provide strong communication and eloquent writing skills for customer communications.
Capacity to deeply understand product and customer journeys.
Performance-oriented with a strong desire and initiative to explore the new and improve the old.
Able to adhere to brand and product guidelines.
Fantastic collaboration and teamwork skills, demonstrating the ability to work across different internal groups to improve the customers’ experience, communicate customer pain points to customer experience, product, sales, and marketing teams, and participate in brainstorming sessions.
Ability to multitask, prioritize and project manage concurrent projects.
Sense of urgency and able to iterate quickly.
Excellent presentation and interpersonal skills.
Desire Education and Experience
Bachelor’s degree in English, Journalism, Communications, Account Management, Marketing, or other related discipline preferred.
3 5 years’ experience within a SaaS customer success or account management position with frontline customer interaction and responsibility for direct customer support and satisfaction.
2 3 years’ experience within a position producing technical writing for product releasing, with experience crafting client bulletins, newsletters, and professional correspondence extremely beneficial.
2 years’ experience client service experience accountable to client key performance indicators (KPIs) and net promotor score (NPS) metrics.