Job Description

Autobooks works hard to make small business banking simple. Through our partnerships with banks and credit unions, small business owners can gain access to a modern suite of tools to help make running their business easier.

When you join Autobooks, you're joining a team dedicated to small business growth. We want your ideas, passion and experience to continue improving what we offer.

Ready to help change what it means to do small business? Let's talk.

The Role: Junior Customer Success Specialist

As a Junior Customer Success Specialist, you will provide our small and medium business (SMB) customers with proactive support to effectively grow their businesses with Autobooks. Our Customer Success Specialists focus on particularly critical aspects of growth: onboarding SMBs who have recently enrolled in Autobooks, consultatively training them on effective use of the platform, and guiding them through processing their first payments.

In this role, you will play a key part in the user activation and retention strategies of a fast-paced, high growth startup; providing a white-glove experience for our newest SMBs to ensure they become highly successful users. You will also work with a portfolio of users with more tenure, ensuring they continue to have a great experience and are getting the most out of Autobooks. As such, you should be a person who has a strong work ethic, excellent written and verbal communication skills, is deeply passionate about helping small businesses succeed, and always strives to provide the best customer experience.

Responsibilities:

Be the “face of the company” by interacting with SMB customers by phone and email to help onboard them to Autobooks
Run one-on-one product trainings with small businesses across dozens of industries to drive growth
Communicate thoughtful, customized solutions to SMBs to help them successfully rely on Autobooks to manage their business
Develop and maintain a mastery of the Autobooks platform and its functionality
Run targeted qualitative research projects, summarize findings, and identify solutions
Collaborate with Product, Marketing, Risk, Account Management, and Support teams to provide a superlative customer experience
Leverage a variety of customer success software tools, including a CRM, to independently track customer interactions and activities
Manage email inboxes, ensuring prompt, effective, and thorough communication to SMBs
Consistently demonstrate professionalism and integrity to small businesses and teammates alike

Required Experience/Skills:

Must be able to work 2-3 days per week at our Downtown Detroit HQ
Ability to work in a fast-paced environment with a go getter mentality
1-3 years' experience in a customer success or sales role highly preferred
Experience onboarding individuals or small businesses to new software tools preferred
Tech savvy – experience working and managing a CRM
Enjoys working with others and building relationships
Ability to consistently hit quotas or KPIs
Ability to independently stay organized and operate efficiently under time and resource constraints
Manage your own calendar and work autonomously
Excellent verbal and written communication skills
High levels of empathy and patience
Passion for helping people/small businesses succeed

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