Job Description

The role of CSS is to shepherd new customers through the on-boarding process from kick-off through training and through a successful go live. They are responsible for intake of new clients, setting up new client applications, creating on-boarding and training materials. They are responsible for scheduling and leading all onboarding meetings and training through onboarding and acting as the tactical point of contact up to go live. Throughout the onboarding process they will ensure that the Customer Success Advisor is up to date on progress of onboarding, and aware of any issues or escalations that may cause onboarding to miss key deadlines. Key metrics aim to improve time to value, on-time on-board completion, customer perception of expectations met, etc.

The measurement of success for the CSS role is time to first value, ontime completion of onboarding projects, and CSAT coming out of the onboarding phase.

Here is some of what you will do:

• Participate in customer kick offs and gather information about desired impacts, goals and objectives
• Coordinate activities (meetings, data collection, application set up) around the rollout plan defined for a client
• Facilitate client meetings in order to collect information, work through onboarding activities, and provide client facing updates on onboarding progress
• Provide status updates to Customer Success Advisors on onboarding project status
• Escalate issues in a timely manner to mitigate risks and avoid onboarding delays
• Act as the trusted partner for the customer on use-case and product functionality
• Advocate for the customer by taking their feedback and sharing it with other departments, to improve processes and product offerings
• Conduct training
• Demonstrate product functionality to existing customers
• Maintains high level of expertise and technical proficiency on the Parallax solution
• Partners with the Product teams during new product and feature launches to ensure you understand how they will apply to your customer’s technical needs
• Effectively communicates in company and customer meetings presenting progress on onboarding activities, blockers to onboarding, risks, and setup recommendations

What you will bring:

• Excellent communication skills in both writing and speaking; must be professional and friendly
• A natural problem solver, who can think under pressure and flourishes in a fast-paced environment
• An excitement to understand the Parallax product and the world of agencies
• An unwavering positive attitude and a love for helping others succeed!
• Previous experience in an agency environment a plus

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