Implementation & Training Specialist

Rockbot

Detroit, MI, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/15/2021
  • Website: rockbot.com
  • Company Address: 1308 Broadway, Oakland, CA, 94612

About Rockbot

Rockbot is a streaming media platform for brick and mortar businesses. We offer a background music, digital signage and video solutions. Business owners customize their catalog of music from our hundreds of out of the box playlists, millions of songs, or engage our custom curation team.

Job Description

As the newest member of the Customer Success team at Rockbot, you will be on the front lines with our customers, understanding their music and media goals to get up and running with Rockbot. You will help coordinate Rockbot setup and training for some of the biggest brands in the US and Canada while continually improving documentation and training materials. We are looking for someone who is a highly motivated self-starter with effective communication skills to ensure customers are set up for long-term success in a fast-paced, ever-changing startup environment.

Our perfect team member is a product expert who can train our newest customers in group or one-on-one sessions to set up and configure their accounts; coordinate their hardware deployment, and advise them in the configuration of their music and media. You have experience working with a Sales team to coordinate customer rollouts, tracking progress, predicting customers’ needs, and acting as a resolution point for customer issues. You’re incredibly organized and have strong time management skills. It's critical that you have a mindset for using technology and can quickly learn how to use new tools.

Please note, this role is located in Detroit, Michigan.

Responsibilities:

  • Order, track, and configure customer accounts and hardware to ensure a successful rollout for new enterprise and mid-market customers.
  • Write, revise, and improve customer documentation and training materials to adapt to changes in product and customer needs.
  • Establish a positive rapport with customers through training and support throughout implementation.
  • Conduct effective webinar-style training sessions for new customers while maintaining a high level of positive feedback.
  • Stay up to date on product improvements and company policies.

Skills & Experience:

  • 3-5 years experience in a SaaS environment providing high-level customer support and/or training.
  • Excellent written and verbal communication skills.
  • Attention to detail in a highly dynamic environment with ever-changing processes.
  • Ability to collaborate in a team environment, as well as work as an independent contributor.
  • Must be able to prioritize work and manage time effectively; you thrive in a fast-paced, sometimes ambiguous environment.
  • You are a self-motivated problem solver, with a can-do attitude.
  • Familiarity with ZenDesk, G Suite, JIRA, Zuora is a plus.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.