Job Description

About Webgility

Small businesses are the backbone of our economy. Today, more than ever these businesses are struggling to survive. Our mission is to help small businesses grow, make their lives easier and their businesses more efficient. We automate commerce for these businesses, so they can spend more time growing and less time dealing with operational hassles. The successful candidate for this role will have a strong command of the company\'s customer support policies and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

Our SaaS platform processes over $7B of GMV each year and powers over 5,000 eCommerce companies. If you\'re passionate about solving real-world problems, building cool $hit, and helping small businesses win, come join us!

Why Work for Us

We\'re a fast-paced company with a diverse team of smart, ambitious, and fun people. We\'re determined to make a difference in our customers\' lives because we\'re not content with the status quo. We empower our teams with data, tools, and big ideas so they can genuinely transform their careers. We offer numerous opportunities for professional growth, and we\'re not shy about expressing ourselves and our creativity. Our team comprises diverse professionals located across the US and India

At Webgility, we value strong, positive relationships within our teams, our customer base, business partners, and our communities. The ideal candidate will demonstrate a passion for customers and technology, but also be a strong communicator willing to collaborate. We are looking for someone who is comfortable in fast-paced environments with competing priorities, excited by collaboration, and driven to solve problems for small businesses!

The Impact You Will Make

As an Implementation Specialist at Webgility, your role is pivotal because you are the bridge that helps our customers get started and get the most out of our products. You\'ll be right there with our customers, learning what makes their needs unique. You\'ll be their trusted advisor as you walk them through the process of getting started with us. In this role, you won\'t solely assist customers; you\'ll play a crucial role in advancing the growth and prosperity of Webgility as a whole. Your dedication to ensuring our customers succeed will be at the heart of your impact.

Responsibilities include, but are not limited to:

• Lead customer onboarding, ensuring successful product setup.
• Offer a consultative approach, providing valuable advice for customer success.
• Drive product usage and adoption among our customers.
• Address customer inquiries, concerns, and issues promptly to maintain high customer satisfaction.
• Gather customer feedback and relay it to the relevant teams to drive product improvements, including raising tickets for bug fixes and handling feature/customization requests.
• Maintain records of onboarding activities and regularly update the CRM (HubSpot).
• Contribute to customer retention by ensuring their success and satisfaction.

• Excellent communication and writing skills to effectively convey information to customers and create clear documentation.
• Customer-centric approach with a strong sense of responsibility for ensuring customer satisfaction.
• Self-driven and quick learner who can adapt to new technologies and processes rapidly. Ability to multitask, prioritize, and manage time effectively
• Problem-solving skills to address customer issues and find solutions proactively.
• Tech-savvy with the ability to understand and explain complex software concepts to a layman.

• 3 years of experience in a similar role within an International IT Company.
• Graduation or a bachelor\'s degree

• SaaS experience
• Fundamental accounting principles
• eCommerce platform knowledge
• HubSpot - basics & navigation

Webgility