Remote Customer Success Specialist

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Job description

Snappy Kraken is the marketing program leader in the financial services industry and voted Best Place to Work in FinTech for 3-years in a row. Our Automated Growth Program helps transform financial advisory businesses through purpose-driven content, easy automation, and world-class support. Our culture is intentionally designed to bring out the best in each team member so that we can continually achieve our growth and revenue potential. Every new person we add to our team helps raise the bar of what we can accomplish together. How can you contribute?

The Purpose of This Role
We are looking for a passionate, results-oriented individual to join our team as a Remote Customer Success Specialist. This person will cultivate and nurture customer relationships from onboarding, through program adoption, and culminating with long-term advocacy.

The ideal candidate will have a strong drive to build customer engagement and growth while mitigating churn. This team member must be passionate about building and maintaining relationships with customers, proactively guiding them through our program to achieve long-term success. Working in a fast-paced, remote environment, this person should excel at time management, self-discipline, prioritization, and work productively with minimal supervision. This person thrives in a changing, high-volume environment where personal organization, resourcefulness, and focus are needed to manage multiple workflows seamlessly. Strong decision-making and leadership skills are vital, along with previous Customer Success knowledge and experience. Previous industry experience in financial services, marketing, and technology preferred.

Primary Role & Responsibilities

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Independently manage 100+ accounts in an intelligently-automated environment

• Partner with customers through the lifecycle journey: onboarding, adoption, success

• Proactively monitor and address customer success concerns and opportunities

• Be comfortable contacting customers via multiple platforms: chat, email, video calls, etc.

• Cross-departmental collaboration to share customer insights that inform additional product and marketing opportunities

• Build strong customer relationships by maintaining high levels of engagement, adoption, and communication

• Conduct routine account performance planning and reviews

Primary Qualifications

• 3-5 years of Customer Success experience, managing successful and proven outcomes

• Previous industry experience in financial services, marketing, and technology preferred

• BA/BS degree in related fields preferred

Essential Qualities for Remote Team Members
Having a distributed team allows us to do great work with amazing people, who not only deliver tons of value, but who also find the process itself deeply satisfying. Remote team members have the freedom to choose their place to work. The key to success is making good things happen consistently as a leader in your area of expertise. There must be mutual trust among team members to get work done right and on time. The ideal candidate will have successful experience producing in a virtual environment and these natural characteristics:

• Productive working independently and on a team

• Disciplined

• Accountable

• Trustworthy

• Ability to prioritize, multi-task, and stay organized

• Attentive to the internal organizational structure

• Adaptable

• Computer literate and tech-savvy

• Ability to communicate clearly in writing

• Emotional intelligence

• Achieve and own results of your work

Working remotely for Snappy Kraken requires that each team member independently obtains and maintains their own proper working environment, fully equipped with all needed furniture and supplies, including but not limited to stable high-speed internet. The chosen work environment must be clean and free of distractions or noises that may inhibit the ability to provide the functions described in this job description.

Probationary Period
New hires must complete a 90-day probationary period. During this time, a new hire will receive training to help them get acquainted with the role, our culture, and learn how to properly execute job functions. An employment relationship may continue if it's a good fit for everyone, based on the new hire's alignment with Snappy Kraken values, performance evaluation of specific milestones, accessibility, and communication.

Accessibility Requirements
As a remote company, it is critical to remember that our contributions and teams are interconnected and accessibility is the expectation. Availability during standard East Coast business hours, or as scheduled, for client inquiries, team calls, and video chats is expected.
Growth Opportunities
We believe every team member of Snappy Kraken can reach their maximum potential. We are intent on alignment around Outcomes and Key Results (OKRs), addressing obstacles and opportunities openly and honestly, and regular reporting and tracking of development. Continuously refining values, skills, and knowledge is fundamental to future growth opportunities.

About Snappy Kraken
Snappy Kraken is a transformative Automated Growth Program for financial advisors, built on the exclusive Cold to Gold framework. Advisors take what they're already naturally good at online with the content, automation, and support they need to GROW!

Benefits

• Health/Dental/Vision/Life/AD&D/STD/LTD available after 90 days with employer premium contribution

• 401k with company match available after 6 months

• PTO and paid holidays

• Annual education stipend

• More perks & benefits

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The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor._

Job Type: Full-time