Computer Literacy - Will be required to learn and become proficient with internal systems and the LifeLoop Platform. Some internal systems include Microsoft Excel, Word, Canva, Camtasia, and Google docs.
Teamwork - this job involves working closely with colleagues towards shared company and team goals, so (role name) must work well with others.
Communication skills – The Customer Success Assistant should be strong communicators, as they need to be in constant communication with their team on status of customer projects.
Problem-solving skills – The Customer Success Assistant needs good decision-making and problem-solving abilities to help identify software issues or user errors and provide clear follow-ups to resolve.
Customer service – Although the Customer Success Assistant will not initially spend a lot of their day talking and communicating with customers it is the goal for this role to transition to a Customer Success Specialist and this is the #1 required skill for that position. (role name) may also minimally talk to customers and need to be professional and friendly at all times when doing so.
Self Starter – Minimal guidance for some tasks may be provided so a pro-active, self-starter is a key quality.
Site setup for new accounts; gather, edit and upload customer information using excel and LifeLoop prior to onboarding as well as create designer templates.
Update and maintain customer site information.
Generate and organize customer reports and analytics.
Manage LifeLoop Express (family postcards to residents); create and design in Canva. This will also include printing(from LifeLoop’s office printer), cutting and mailing.
Assemble New customer welcome packages; Use USPS ship and click to mail.
Offer ongoing support for the Customer Success Team during high volume periods.
Help recreate customer support issues and relay to the development team.
Occasionally help create training videos using Camtasia.
Light customer interaction on incoming support calls when needed.
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