Customer Success & Enablement Specialist

Swipeguide - Minneapolis, MN

Full-time - Entry Level

Hybrid - Minneapolis, MN

11-50 employees

About the position

We are all about enabling manufacturing enterprises to crowdsource their knowledge from the factory floor with a bottom-up approach. A mantra that also lives strong within SwipeGuide! We are now looking for an additional Customer Success & Enablement Specialist to join our small, close-knit CS team and work closely with Molly and Adele on customer enablement, onboarding and account management strategies to deliver value to our global manufacturing customers. Your mission? Maximise customer retention and expansion by providing exceptional customer service and support. You will help our customers better understand and find value in the products and services we offer and achieve impact throughout the entire customer journey. As the Customer Success & Enablement Specialist, you will work closely with various departments, including Sales, Product Development, and CS, to identify training needs and design customized learning solutions. You will collaborate with your EU Enablement counterparts to support the company's growth and success. A day in the life of the Customer Success & Enablement Specialist could look like this: Customer Success: You will serve as the main point of contact for assigned clients, proactively engaging with them to understand their needs and identify opportunities for upselling or cross-selling additional products or services, whilst also responding to their inquiries and troubleshooting technical issues via email and chat during US hours. You will resolve client issues and escalations in a timely and effective manner, ensuring high levels of customer satisfaction. Onboard new clients, ensuring they have a smooth transition and understanding of our products or services. Enablement: You will collaborate with US and EU Enablement teams and subject matter experts to assess training needs and develop learning objectives. Develop and deliver training materials and sessions, including presentations, manuals, workshops and online courses, tailored to the needs of different teams and roles. Evaluate the effectiveness of training programs through assessments, surveys, and feedback mechanisms, and make recommendations for improvements.

Responsibilities

• Serve as the main point of contact for assigned clients.
• Proactively engage with clients to understand their needs and identify upselling or cross-selling opportunities.
• Respond to client inquiries and troubleshoot technical issues via email and chat during US hours.
• Resolve client issues and escalations in a timely and effective manner.
• Onboard new clients, ensuring a smooth transition and understanding of products or services.
• Collaborate with US and EU Enablement teams to assess training needs and develop learning objectives.
• Develop and deliver training materials and sessions tailored to different teams and roles.
• Evaluate the effectiveness of training programs and make recommendations for improvements.

Requirements

• Bilingual in English & Spanish.
• Experience in a customer-facing role, such as customer success/service or sales.
• Strong communication and presentation skills.
• Excellent organizational skills to manage multiple tasks in a fast-paced environment.
• Ability to listen and consult with customers to become their trusted advisor.
• Tech-savvy and able to quickly learn new technologies.
• Self-starting and autonomous with a pragmatic problem-solving approach.
• A growth mindset.

Nice-to-haves

• Experience or formal education in manufacturing, supply chain, industrial engineering, education or a related field.
• Experience in customer enablement and customer success for a SaaS company.
• Proficiency in customer success tools and learning management systems (LMS).

Benefits

• On-the-job training
• Paid time off
• Unlimited paid time off