Customer Onboarding Specialist - Jobs in Victoria, BC

Job Description

Redbrick and Leadpages are headquartered on the traditional Coast Salish territory, and we respectfully acknowledge the Lekwungen and W̱SÁNEĆ People of this region. With gratitude, we live, work, and care for this beautiful land.Redbrick and Leadpages are committed to creating a diverse environment where everyone can be their true authentic selves. We value all differences as they are essential for a thriving, happy, and productive workplace. Join us and help build a disruptive company where we are all proud to belong.One thing that our team members say they value most is our fun and truly ‘people-first’ culture. Ours is a place where you’re given the autonomy to do your best work and provided with all the tools and support you need to do so. Here are some of the things our team loves most about working at Redbrick:

• Highly competitive salary
• Attractive vacation, healthcare & benefits, including generous RRSP matching (Canada) and 401k (US)
• ‘People-first’ culture that prioritizes fun
• Autonomy and freedom to do your best work on your own terms (you won’t find any micromanagers here!)
• Flexibility to work remotely
• State-of-the-art and centrally located offices (Victoria & Minneapolis)
• Remote work fund to create a successful home working setup
• Opportunities to work on interesting products
• High-end hardware and equipment — in the office and at home
• Opportunities to learn and grow through professional development support, funding, and mentorship
• Internal mobility; an opportunity to work with various products and teams across the Redbrick portfolio of companies
• Monthly fitness reimbursements to support a healthy and active lifestyle

Redbrick is the parent organization of a portfolio of disruptive digital companies. Headquartered in Victoria, British Columbia, we’ve scaled from local start-up to global name in a few short years, conceptualizing new business ideas, acquiring established companies, and growing them to super-scaled profitability — all thanks to the people we hire. 4 portfolio companies and growing 1 amazing shared service team 140+ employeesOne of our four portfolio companies, Leadpages is a platform that makes it easy for entrepreneurs to build no-code websites and landing pages. With built-in lead generation and digital marketing tools, small businesses and entrepreneurs can grow their businesses online by easily generating leads and converting them into customers. Leadpages is 45 people strong and is the newest addition to the Redbrick portfolio. At Leadpages, we live and breathe communication, collaboration and we’re genuinely proud of each others achievements. We treat each other really well, and we love what we do, every day.We are changing the way work gets done, and building an exceptional team is our top priority. We cheerlead your goals and accomplishments and are invested in your future. In line with putting your health and safety first, we have made working in the office fully optional. Most of our team enjoys a blend of home and in office. In-office time brings many perks however we also place an emphasis on planning events and fun that all can enjoy.What does a day look like in my roleAs a Customer Onboarding Specialist, you will work directly with small business owners and entrepreneurs to onboard and implement the Leadpages platform. You will be part of the Customer Success Team that proactively drives adoption to ensure customers experience a partnership that includes excellent service and results in an awareness of how Leadpages can help them grow their business. You will manage a portfolio of onboarding projects with a diverse set of customers, and as the first touch point in a customer’s experience after subscribing to Leadpages, you will also be a critical player in driving long-term customer success and demonstrating the value of the Leadpages platformIn order to be successful in this role, we are looking for someone who wants to help our customers succeed, is adept at problem-solving, and thrives in a constantly changing, entrepreneurial environment.We get it: You need to know what you’re applying for before you sign up, right As a Customer Onboarding Specialist you’ll be responsible for:

• Assisting new customers with applying the Leadpages platform of products to their business needs; helping them make it happen; and then consistently following up to ensure they achieve their goals.
• Build positive and effective customer relationships by engaging in regular nurture check-ins, providing periodic content, and identifying customer needs or pain points.
• Educate customers on how existing and new Leadpages product features work, and how the platform can contribute to their business objectives.
• Proactively identify customers with low adoption and develop innovative strategies, tools, and methodologies to increase usage and product stickiness
• Positively impact "customer success" metrics such as retention, customer satisfaction, product adoption, and engagement.

What we would like to see in you.Every Leadpager has three things in common: We’re curious, hungry and good-humoured. We try our best to balance hard work with good, old-fashioned fun. As a Customer Onboarding Specialist with Leadpages, there are extra superpowers we’re on the lookout for:

• 1-3 years in a Customer Success, Relationship Management, Account Management, or similar role.
• Excellent organization and time management skills, and attention to detail.
• Exceptional communication skills, both written and oral.
• Strong customer service skills and derive satisfaction from helping others.
• Able to clearly communicate problems and their solutions to a variety of personalities.
• Ability to take customer pain-points or desired outcomes and prescribe suggestions and solutions in real time.
• Hands-on experience working with a high volume of customers via phone, chat, and email.
• Highly structured work approach and the ability to manage multiple activities in parallel.
• Adaptable to a changing and fast-paced environment
• Experience using systems like Zendesk, JIRA, Slack, and Google Apps

Bonus Qualifications:

• Bachelors degree or relevant, transferable work experience.
• Project Management - 1 year
• Experience with Canva, Photoshop and/or other image manipulation and design programs
• Working knowledge of digital marketing and SaaS based products.

What nextIf you’re picking up what we’re putting down, applying is easy as 1, 2, 3.

• Apply with your cover letter and resume.

• Take this opportunity to tell us your story and why you’d be a good fit for our team.

• Be sure to follow us on Facebook, Linkedin, Twitter, and Instagram for all that is happening and Redbrick and Leadpages!

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