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Form of work
SalaryAs Configuration Specialist, you will cultivate exceptional experiences and sustained value for ChurnZero customers by acting as their guide through the implementation phase of our onboarding process. You will consult with customers on ChurnZero and Customer Success industry best practices and ensure our customers are set up for success during their initial implementation period. You will effectively manage project timelines and deliverables and use creativity to translate customer needs into ChurnZero workflows.
Responsibilities
Oversee the entire configuration implementation phase of onboarding for a rotating portfolio of customers, from contract close through the completion of their initial implementation.
Consult on ChurnZero configuration best practices and effectively translate customer needs into ChurnZero workflows to yield long-term customer success.
Must maintain a flexible working schedule to accommodate customers located in the US and EU.
Manage project deliverables and timelines in coordination with the ChurnZero and customer teams. Communicate project risks, keep stakeholders on track, ensure milestones are met, and meet or exceed team KPIs.
Build strong customer relationships by maintaining high levels of engagement and communication; be the customer’s proactive guide and advocate through the data implementation process.
Understand and document the customer’s company goals and how we will build toward them using the ChurnZero platform
Advise customers on best practices for designing, implementing, and scaling their Customer Success programs during the Implementation process.
Collaborate internally and with customers to ensure completeness and accuracy of scoped services, deliverables, and timelines. Set clear expectations with customers on the scope of the Configuration Specialist roles and responsibilities.
Coordinate and deliver basic and advanced product demos of feature builds within ChurnZero to ensure customer confidence with the platform.
Resolve customer issues, independently and through collaboration with other ChurnZero teams; approach all situations with curiosity and creativity.
Collaborate internally with Customer Success Managers and Data Specialists to provide a high-quality customer-centric implementation experience. Act as the internal project manager to ensure customer expectations are met.
Inform the future of the ChurnZero platform through product feedback and proposals, both internally and customer driven.
From time to time, you will advise customers who are launched on the platform on best practices for designing, implementing, and scaling their Customer Success programs.
Actively participate in the evolution of ChurnZero’s own Customer Experience programs and processes; insist on excellence in our own Customer Experience initiatives.
Contribute towards the development of a strong team environment by upholding high work standards.
Use ChurnZero daily to log, track, facilitate, and monitor customer progress through their configuration implementation.
Go the extra mile to ensure our customers are successful!
Qualifications
2+ years of experience in SaaS Customer Success, Project management and/or Implementation roles.
Preferred experience working within ChurnZero platform.
Strong perspective on operationalizing Customer Success and industry best practices.
Familiarity with technical implementations and integrations, specifically for SaaS solutions.
Experience translating customer business and technical needs into project plans.
A verifiable track record of growing customer relationships by approaching interactions with a consultative, customer-centric mentality.
Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value.
Strong project management skills; ability to break down work into steps and to develop and maintain schedules and task/people assignments
Energetic and self-motivated; a team player who is also a proactive and creative problem solver.
Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms. Must be comfortable with learning at a fast pace and learning on the job.
Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations.
About this role
Job Title: Configurations Specialist (Implementation)
Classification: Exempt
Reports to: Manager, Implementation
Location: Washington, DC, Remote (US-based or Netherlands)
Target Salary: $72,000 base salary + $5,000 variable
About ChurnZero
ChurnZero helps subscription businesses fight customer churn. Our software solutions allow businesses to understand how their customers use their product, asses their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints. ChurnZero is backed by the leading angels and venture capital firms Baird Capital, Grotech Ventures, and Middleland Capital.
