Customer Acquisition Specialist Job

About the Role: We are looking for a dynamic individual who can seamlessly combine the expertise of a Product Specialist and the strategic insight of a Customer Success Manager. In this hybrid role, you will be the go-to expert on ZapUp's features and use cases, while also guiding users through their journey from onboarding to becoming loyal, paying customers. If you thrive on providing value, solving challenges, and driving customer satisfaction, we want to hear from you!

Key Responsibilities:

a. Product Expertise & Demonstration:
1. Conduct engaging product demos and webinars tailored to various user needs.
2. Develop a deep understanding of ZapUp's features, capabilities, and use cases to effectively address user queries.
3. Assist in creating and updating resources such as FAQs, guides, and tutorial videos to support users.

b. Customer Onboarding & Success:
1. Provide personalized onboarding experiences for free trial users, ensuring a seamless transition to paid plans.
2. Assist users in setting up workflows and optimizing their use of ZapUp to meet their specific business needs.
3. Proactively monitor user progress and engagement, identifying opportunities for upselling or additional support.

c. User Support & Retention:
1. Address user queries and troubleshoot issues during onboarding and throughout their journey.
2. Build and maintain strong relationships with users by understanding their goals and ensuring they achieve value from ZapUp.
3. Gather and relay user feedback to the product and development teams to help improve the platform.

d. Performance Tracking & Reporting:
1. Track key metrics, including onboarding completion rates, user engagement, and conversion from free to paid users.
2. Provide regular reports and insights on customer trends and success stories.

Requirements:

1. Proven experience in product training, customer success, or a similar role.
2. Exceptional communication and presentation skills, both written and verbal.
3. Strong problem-solving skills with the ability to think on your feet and handle user challenges.
4. A customer-centric mindset with a passion for helping users succeed.
5. Technical aptitude and the ability to quickly learn and explain complex tools and workflows.
6. Familiarity with SaaS platforms, CRM tools, and customer success frameworks is a plus.

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