Customer Success Specialist

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Overview:
Jumbo is seeking a Customer Success Specialist to take a key role of our project delivery process. The Customer Success Specialist will interface daily with our customers and internal team to translate the customer’s vision into their dream video platform. This individual will need to be outgoing, communicative, creative, and highly organized with a knack for tech and the web.

This role reports to our Director of Client Success. Jumbo works with some international customers, meaning some work will occur outside of traditional business hours, and some overtime may be required during busy periods.

The role is broken down into the following verticals: account management, project management, implementation, and live technical and customer support.

Responsibilities:
Account management
• Maintain customer communication from project kickoff to project delivery, serving as the key point of contact for customers.
• Work collaboratively with the business development team to transition customers from the sales process to delivery
• Proactively report customer issues or concerns to leadership
• Form organic relationships with customers, including routine check-ins with past customers
Project management
• Lead project meetings with customers
• Translate customer vision into a clear project timeline and implementation plan
• Track hours, deadlines, and deliverables for projects in our project management software
• Deliver weekly project reports
Project implementation
• Translate customer assets and content into custom platforms based on their scope of work
• Implement client content in the Jumbo CMS interface (similar to WordPress)
• Upload and arrange copy/creative assets
• Communicate with our technical team to escalate deliverables where more advanced design/development skills are required
• Use Jumbo platform features and capabilities to fulfill client needs
• Learn Jumbo platform features and assist self serve customers with guides and basic technical support as needed
• Use intuition and creativity to help customers design and develop their platform as needed
Event day support
• Have a presence and role at customer events, including but not limited to show running, user support, or web production
• Provide occasional live support for customer events through chat, email and phone in limited situations
Possible additional responsibilities
• Assist in creating sales and marketing materials such as white papers, case studies, or videos by telling stories of successful projects you’ve guided

Soft skills:
• Extremely organized
• Meticulous
• Self-motivated (does not need, or want, micromanaging)
• Personable
• Collaborative
• Quick learner
• Highly adaptive
• Inventive Problem Solver
• Excellent Communicator (and listener!)

Qualifications:
• Bachelor’s degree preferred and/or 1-3 years of experience. We consider valid experience to be any work in which you: interfaced directly with a large number of clients or customers, organized project delivery, communicated consistently over the phone or via email, or used a content management system (CMS) to deliver a client’s vision
• Familiarity with the following a bonus
• WordPress
• Zoom /Vimeo / YouTube – or other video platforms
• Google Workspaces
• Basecamp
• Notion
• Discord
• Hubspot

We believe:
• Black Lives Matter
• All gender and sexual identities are valid
• America is a country of immigrants
• Women’s rights are human rights
• All workers deserve to make at least a living wage
• Work-life balance is the cornerstone of joy