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Customer Success Expert

Customer Success Expert

Ardán, Inc., A Community of CompaniesPlymouth Meeting, Pennsylvania, United States
4 days ago
Job type
  • Full-time
  • Quick Apply
Job description

Overview :

We are seeking a highly motivated and customer-centric professional to join our team as a Customer Success Expert with a focus on onboarding new clients. In this role, you will be responsible for ensuring that our clients have a seamless and satisfactory onboarding experience with our products and services. This role will serve to aid in building and maintaining a strong relationship with clients and prospective clients. The CSE will also handle managed duties such as account management, providing  high-quality customer service, facilitating necessary meetings and working with all departments on high-level client communication.

Key Responsibilities :

  • Act as the primary point of contact for clients during the onboarding process, providing guidance and support to ensure a smooth transition onto our platform.
  • Develop and maintain strong relationships with clients, serving as a trusted advisor and advocate for their needs and goals.
  • Provide training and support to clients on our products, services, and technology tools.
  • Collaborate with internal teams, including sales, product, and engineering, to ensure that client needs, and feedback are incorporated into the onboarding process and product development.
  • Proactively identify and address potential issues during the onboarding process and work with the relevant teams to resolve them.
  • Gather feedback from clients and use that feedback to inform our onboarding process and product roadmap.
  • Create and maintain customer success metrics and reports and provide regular updates to the relevant stakeholders.
  • Contribute to the development of best practices and playbooks for onboarding and customer success.
  • Transfer forms
  • Support with legal task and projects
  • Utilize a ticketing system to document and track any client issues or suggestions.
  • Organize routine internal meetings to coordinate company events for holidays, incorporating marketing strategies to ensure effective promotion and engagement.
  • Plan and execute marketing collateral for social media post and use as sales collateral.
  • Host regular meetings with stakeholders at client companies to gain insights into their current state and take any feedback from their team.
  • Follow up with management for any outstanding issues that have not been resolved.
  • maintaining an in-depth understanding of the company's business model and being capable of responding to customer inquiries pertaining to it.
  • Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share
  • Facilitate interaction and workflow among project team members, including third party service providers in order to ensure timely deliverable.
  • Collaborate closely with the IT, Product and Development team to ensure project timelines are tracked.
  • Assist the accounting department with invoice and billings.
  • Provide support to the accounting department in managing invoicing and billing processes.

Qualifications and / or work Experience Requirements :

  • Strong understanding of the onboarding process and best practices for customer success.
  • Excellent communication skills, both verbal and written.
  • Ability to build strong relationships with clients and work collaboratively with internal teams.
  • Strong organizational skills and attention to detail.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Proficiency in Microsoft Office, Canva, Adobe Illustrator
  • Experience with customer success metrics and reporting.
  • Strong problem-solving
  • Detail-oriented
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary internal and external customer service.

    • Physical Requirements :

  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and / or quantitative productivity standards.
  • Ability to maintain reasonably regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
  • Must be able to sit, stand, stoop or bend for an extended period (8 hours).
  • Must be able to lift and carry up to 5 lbs.
  • Must be able to listen and speak clearly on telephone.

    • Westcor offers some great perks :

  • Health, dental, and vision benefits
  • Employer-paid disability and life insurance
  • Flexible spending accounts
  • 401K with company match
  • Paid time off and company-paid holidays
  • Wellness Resources

    • Note : This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications associated with the job.

    About Ardán, Inc., A Community of Companies :

    Ardán is a family of companies that make real estate closings faster, simpler, and safer through technology-driven, innovative solutions, sound underwriting, and exceptional customer service.

    At Ardán, we pride ourselves on being at the forefront of Insur-Tech. Our brands—Westcor, Grid151®, GridBase®, and X1 Analytics®—are dedicated to using technology to streamline and improve every step of the closing process.

    Westcor - Founded by title agents, Westcor is the number one independent title insurance underwriter in the nation. Westcor’s technology-driven products and services and sound underwriting help agents and their customers close real estate transactions faster and with peace of mind.

    Website : wltic.com

    Grid151 - Powered by GridBase® technology, Grid151® delivers tech-enabled fulfillment services to the title insurance industry.

    Website : grid151.com

    X1 Analytics - Using its proprietary data analytics engine, X1 Analytics® equips the title insurance industry with decisions and data which enable faster real estate closings with reduced cost and operational friction.

    Website : x1analytics.com

    GridBase - sing their proprietary tech stack to create the universal API for lender and title collaboration, GridBase® delivers data middleware and tools that transform lender and title operations with highly optimized automations and integrations.

    Website : gridbase.io

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    Customer Expert • Plymouth Meeting, Pennsylvania, United States