Job Description
We’re Laylah. The app that’s changing the way financial advisors and their teams access, organize, and use their clients’ data.
About Laylah
At Laylah, we believe (pretty strongly) that if financial advisors and their firms had unlimited access to the quality data they needed to do their work they would be more efficient, profitable, and relevant to their clients and the financial industry.
We’re here to help financial advisors and their teams adapt to the realities of a constantly changing industry. To do that, we need people who value their autonomy, love their craft, and understand the importance of building long-term relationships within our team and with our clients.
We are always looking forward to meet people that know how to focus on the essential, how to listen, that perfection happens in iterations, and that the flexibility to evolve needs to be at the foundation of everything we do.
Open Position
Customer Success Specialist
Mission
As the first dedicated employee for customer experience, your main mission is to ensure an impeccable relationship with our prospects and clients and guarantee a high level of satisfaction. You will be the face and voice of the company, acting as the primary point of contact and becoming a guide through their various journeys with our product.
Expected Outcomes
Customer Support and User Assistance:
- Provide exceptional support to clients by responding quickly and effectively to their questions and resolving their issues.
- Ensure a smooth experience by guiding users through our application and helping them maximize its value for their practice.
Application Presentation to Prospects:
- Collaborate with the sales team to present our application to potential prospects, highlighting its features and benefits.
- Identify specific needs of prospects and adapt demonstrations accordingly to maximize their interest.
Onboarding Assistance:
- Monitor the progress of new clients during their trial period and provide additional support when needed.
- Design and implement personalized onboarding programs for new clients, helping them get the most out of our product as quickly as possible.
Development of the Customer Experience Department:
- Develop and document processes and best practices for the department, establishing a solid foundation for its growth.
- Collaborate with the leadership team to define goals and key performance indicators for the department, enabling continuous assessment and improvement.
Skills
- Ability to work independently and take initiatives.
- Excellent written and verbal communication skills in French and English.
- Ability to learn quickly and adapt to new environments.
- Ability to establish effective relationships.
- Previous experience in a customer success, support, teaching, or relevant related role. Bonus: experience in SaaS and/or B2B.
- Ability to organize and structure work effectively.
- Results-oriented and motivated to achieve objectives.