About the Role:
Implementation Associate - SMB is responsible for building relationships with customers and delivering value in the first 90 days of their journey with Motive. This position involves effectively onboarding the customers, ensuring early product adoption, and educating customers on the value of our products.
A customer-oriented focus is necessary in order to preserve long-term customer satisfaction. This position requires someone who is highly organized, has excellent communication skills, and demonstrates good relationship-building with customers.
What You'll Do:
- Serve as the primary point of contact for new SMB customers during their implementation phase
- Guide new customers through initial hardware/software setup and system training to ensure a timely and successful onboarding/product adoption
- Monitor customer progress and activities to ensure adoption and timely activation
- Demonstrate excellent ability to collaborate with cross-functional teams such as support, engineering, sales, and product management, to resolve complex issues and improve customer experience
- Handle a large volume of phone conversations and email inquiries
- Build customer loyalty by delivering exceptional customer service
What We're Looking For:
- 2+ years prior experience in a customer-facing role (sales and/or support)
- Demonstrate Salesforce proficiency & your ability to use data to inform engagement plans
- Demonstrate a clear understanding of what success looks like for customers and Motive
- Effective listening and problem-solving skills
- Excellent communication (both written and verbal) and presentation skills
- Proven ability to manage multiple responsibilities with a high attention to detail and professionalism
- Documentation, Data analysis, Reporting, SQL, and Salesforce experiences are a plus
- Ability to build and maintain relationships with clients and their key personnel
- Strong business background including project management, account management, problem-solving, business planning, and analytical skills
- Receptive to feedback, willingness to learn and embrace continuous improvement
