Customer Success Specialist

* This is a work from home night shift position. Hours: Manila 9pm-6am M-F *
Continua Group is an American online learning and development company working with clients worldwide. Our mission is to help organizations achieve their online learning, engagement and performance goals.

We are looking for an experienced Customer Success Specialist (CSS) to work directly with our US healthcare customers. The CSS will work on a mix of direct client engagement and operational projects, such as day-to-day customer support, client success campaigns and client onboarding. You will be responsible for engaging our current customers in a way that excites them and brings them value, as well as demonstrating to potential customers why they should be using our product. This includes discovering motivation for why a customer needs our service and how it can benefit them, supporting multiple customers at any given time through AMAZING pipeline and time management skills, and providing top-notch consultative usage, adoption, and training strategies for our customers.

The CSS is responsible for effectively coaching customers to build their proficiency in our service products, therefore empowering them to be successful in the software for years to come.
Our hope is to find a talented individual that could eventually lead projects such as onboarding new clients via implementations and planning customer success campaigns.
You will be expected to push yourself, to make your mark and to strengthen the values, behaviors and culture in our company.

RESPONSIBILITIES
50% - Direct Client Management
Manage inbound support requests that come through our support applications
Host strategic calls with clients on a monthly or quarterly basis. These consulting calls will be related to success activities including: product education, service usage review, use cases, help with launches, reengagement and communication planning.
With the help of the team, create proactive strategic customer success campaign templates to be used across our customer base.
Work through implementation tasks with new clients, such as: follow up on items, manage project to-dos, managing client communication and configuring client sites.
Act as the initial escalation point for customer-facing issues
Provide sales assistance to our lead sales staff.
50% - Operational Work
Communicate your client success wins and challenges to Continua management
Help plan and create processes for managing clients
Work on cross-functional projects (creating assets like how to guides, improving operations) to help optimize processes
Creating a more streamlined process for documentation of clients in our data
Creating email templates, tools, and client-facing documentation
Assist with onboarding and implementing new clients, performing tasks such as simple batch uploads, configurations and working with technical support.

REQUIREMENTS
10 out of 10 English oral and written communication skills (You must be fluent in English for this role and have deep experience writing and speaking English. Please do not apply if you are not)
Productive home office with good quality computer and a fast, fiber (or equivalent) internet connection.
2+ years of a proven track record of delivering exceptional service to customers. Ideally you will have experience doing client success campaigns and outreach.
Ability to create and present compelling customer engagement plans based on collected data and client history
Ability to grasp new concepts and technologies quickly; understanding of application integrations
Ability to communicate in a concise but appealing manner, compounded with ability to simplify technical concepts for a non-technical audience
Capable of working independently to meet and exceed expectations of distributed colleagues
Advanced capabilities with Microsoft Excel, PowerPoint and other web services.
The desire to be intellectually challenged and have a positive impact on the world
A solid work ethic with concrete evidence to back it up
Ability to maintain an optimistic, flexible attitude in a very fast-paced environment
Proven follow-up, follow-through, and communication skills
Highly motivated, results-driven individual
Ideal Qualifications (not necessary but great to have!):
2+ years of work experience in one of the following fields: B2B telesales, advertising/marketing, consulting, account management, service implementation
Working knowledge of Learning Management Systems (LMS)
Experience in USA healthcare market
Why Join Us at Continua Group?
This is an excellent opportunity for long-term employment if you have first-rate skills.
We’re offering 35K to 55K, depending on your experience. In addition we offer a relaxed live/work lifestyle that includes 2 weeks paid vacation a year, paid holidays, monthly internet stipend, 13 month bonus, and more...but you must be good!

You’ll be given space to grow and showcase your talents.