CRM Specialist

This is a high-volume position that we fill often. By applying, you’ll be added to our priority list for upcoming openings. Thank you for your interest in joining Leap - let’s stay in touch!

Position Overview
We are seeking a dynamic and detail-oriented CRM Specialist to join our team. In this role, you will lead engaging Zoom training sessions, manage customer projects, provide backend training, and configure software to meet customer needs. You will also develop innovative solutions to address customer requests, ensuring their successful integration and satisfaction. This is a fantastic opportunity for a motivated individual to thrive in a fast-paced environment with ample opportunities for professional growth and advancement.

Responsibilities

• Lead Interactive Training Sessions: Conduct engaging, hands-on training sessions via Zoom to ensure customers effectively utilize the software.
• Manage Customer Projects: Oversee customer onboarding projects from initiation to completion, ensuring timely delivery and adherence to project plans.
• Backend Training and Configuration: Provide in-depth training on backend functionalities and configure software settings to align with customer requirements.
• Customer Support and Solution Development: Address customer requests by devising innovative solutions and ensuring their business needs are met.
• Project Management: Implement project management best practices, including time tracking, development and maintenance of detailed project plans, and clear, consistent communication.
• Issue Identification and Mitigation: Proactively identify potential issues, risks, and concerns during the onboarding process and take appropriate actions to mitigate them.
• Customer Education Programs: Assist in developing and executing educational programs to support new business initiatives, ensuring customers are well-informed and empowered.
• Cross-Departmental Collaboration: Work collaboratively with various departments within Customer Success to ensure customer accounts are configured to meet their business needs.
• Enhance Customer Experience: Serve as a driving force in delivering a positive and seamless customer onboarding experience, ensuring high levels of satisfaction and success.

Qualifications 

• Experience with Web-Based Applications: 1-2 years of experience using, supporting, or troubleshooting web-based applications.
• Client-Facing Role Experience: 1-2 years of experience in an external client-facing role, demonstrating strong customer service skills.
• Software Implementation: 1-2 years of experience with software implementation, showcasing the ability to guide clients through the setup process. Familiarity with CRM tools preferred.
• Project Management: 1-2 years of project management experience, including planning, executing, and overseeing projects to ensure timely completion.
• Required: Fluency in English and Spanish, as this role will regularly interact with Spanish-speaking customers across phone, email, and chat channels. 
• Strongly preferred: Prior experience working with or onboarding customers in retail home services, contractor-focused, or field service businesses, or a closely related industry.
• Communication Skills: Excellent written and verbal communication skills to effectively convey information and instructions.
• Technical and Analytical Skills: Strong technical, analytical, and troubleshooting skills to address and resolve client issues.
• Organizational Skills: Strong organizational skills with the ability to manage multiple tasks and projects simultaneously.
• Attention to Detail: Exceptional attention to detail and accuracy in all work.
• Prioritization and Time Management: Ability to prioritize tasks and manage workload efficiently in a high-volume, deadline-driven environment.
• Education: Associate's degree or Bachelor's degree required