Implementation Specialist

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What Do We Do? Triple Whale is a leader in business intelligence for e-commerce. With thousands of customers in dozens of countries, our software tracks more than $40 billion of online commerce annually. Our culture, built on innovation, creativity, and speed, fosters an environment where great ideas can flourish. Headquartered in Columbus, Ohio, with additional offices in Israel, we are expanding our team to pursue an ambitious vision. Join us and be part of something big!

We are looking for a driven and experienced customer success professional to join our team as an Implementation Specialist. You will help our enterprise clients set achievable goals for their programs, steer them in the right direction to get up and running on Triple Whale smoothly, and will guide them to optimize their program to maximize their north star KPIs. You will work cross-functionally to make sure clients' needs are met as quickly as possible and ensure that clients love their experience of launching on Triple Whale.

Key Responsibilities:

• Support the successful launch of our customers by working closely with Sales to run quick, efficient, and smooth handoffs when new customers sign up. 
• Partner closely with customer to ensure a strong onboarding experience throughout the Free Trial Period to convert customers to paid programs.
• Build a strong rapport with new customers immediately; show expertise and earn trust to create a strong relationship.
• Run launch calls with new customers, and deliver a "consultant" perspective during launch.
• Overcome complex technical roadblocks and objections to have our best practices and suggestions adopted.
• Discover any/all unidentified product needs, and work cross-functionally to scope out and troubleshoot tech issues.
• Lead product trainings and teach customers how to use our self-service tools. Inculcate in customers how to work with our Support team.
• Configure and thoroughly QA accounts ahead of launch.
• Run regular check-ins with customers during their trial.
• Build excitement about their success on the platform, encourage them to use additional products and send messages, and do everything necessary to hit their goals/KPIs.

Skills & Qualifications

• 2-4 years of implementation, CSM, or Account Management experience required, preferably at a marketing/software company, bonus points for servicing DTC customers.
• Strong understanding in customer success techniques and strategies.
• Comfortable learning new products (our own) and software (Hubspot, Jira, Looker, etc.).
• Experience navigating complex work processes, tight timelines, and changing teams.
• Extremely detail oriented and organized.
• Strong interest in startups, software and entrepreneurship.