As Allē Success Specialist, you will report to Associate Director, Customer Success, as well as continuously collaborate with key stakeholders across the business to solve the most important technical problems.
The Allē Success Specialist is responsible for educating and empowering our business customers to effectively utilize the Allē for Business suite of products. Training curriculum may be delivered via various blended learning options, including live virtual webinars, recorded webinars, and recorded GIFs to ensure effective and engaging learning experiences.
Key Responsibilities
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Be the “face” of Allē for Business suite of products for business customers: Enthusiastically represent Allē for Business in demos and webinars
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Ensure business customers receive the right first impression: Respond promptly to business customer inquiries received through email. If necessary, determine if the communication needs to be handled by another team
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Be a trusted source of product knowledge: Develop and maintain an in-depth knowledge of Allē for Business suite of products.
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Promote value through customer experience
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Use your deep product knowledge to help answer business customer questions and provide direct product guidance
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Utilize and monitor business customer nurturing and retention campaigns: Using CS tools, move business customers through the 30-day funnel, beginning with a demonstration of the Allē for Business suite of products
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Maintain data, records, and documentation to ensure all required information is being gathered correctly in CS tools. Utilize CS tools to track customer interactions.
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Maintain a minimum of 4.9% CSAT score
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Manage business customer’s success, and turn business customers into fans
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Provide defined support and guidance to business customers post-training to ensure successful adoption of Allē for Business products for the first 30 days
Required Qualifications
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College diploma and/or equivalent work experience
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1-2 years' experience in a customer success, training or teaching capacity
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Highly competent facilitation, interpersonal, and communication skills
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Skilled at video conferencing including managing chat
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Self-motivated and well-organized
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Strong curiosity and always looking at ways to understand more
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Adept computer skills, specifically in tools such as Salesforce (or other major CRMs), Gainsight (or other CS tools), Microsoft and Google suite of products, chat and video conferencing tools, LMS software a plus.
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Team player with the ability to build and sustain credibility with Allergan customers and internal teams
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A great attitude and proven ability to be an effective collaborator
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Must have the ability to work off standard hours, as required
Our Core Values
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Be Humble: You’re smart yet always interested in learning from others.
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Work Transparently: You always deal in an honest, direct and transparent way.
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Take Ownership: You embrace responsibility and find joy in having the answers.
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Learn More: Through blog posts, newsletters, podcasts, video tutorials and meetups you regularly self-educate and improve your skill set.
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Show Gratitude: You show appreciation and return kindness to those you work with.
Perks
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Competitive salary.
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Competitive annual bonus targets.
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401k with dollar for dollar match, up to 6% of eligible earnings (base, bonus). Plus additional company contribution.
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RSU grants (Long Term Incentives) for approved roles.
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Comprehensive medical, dental, vision and life insurance.
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17 paid holidays per year, including 3 floating holidays.
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Annual Paid Time Off (PTO), with separate sick days.
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12 weeks paid Parental Leave.
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Caregiver Leave.
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Adoption and Surrogacy Assistance Plan.
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Flexible workplace accommodations.
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Attend AWS Re:Invent in person (Las Vegas) or virtually each year for approved roles.
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Tuition reimbursement.
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A MacBook Pro and accompanying hardware to do great work.
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A modern productivity toolset to get work done: Slack, Miro, Loom, Lucid, Google Docs, Atlassian and more.
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Generous discounts on SkinMedica skin care products.