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Customer Experience Specialist

Magical

Magical

Customer Service
Remote
Posted on Saturday, February 10, 2024

At Magical, we have an ambitious vision to revolutionize automation for everyone. We’re looking for a scrappy and hungry, “wear all hats”, first Customer Experience hire that can support us as we enter the next stage of growth. You'll report into our Head of GTM, and will be responsible for helping build and scale our customer experience journeys.

This role is remote within Canada.

Role Overview:

  • This is a unique opportunity to build the foundation of Magical's customer experience function from the ground up.

  • You'll wear multiple hats, overseeing customer support, experimenting with product success and onboarding (pre-sales), and eventually customer success (post-sales).

  • Prepare to be scrappy, strategic, and passionate about creating exceptional customer journeys.

Responsibilities:

  • Customer Support:

    • Be the hero, resolving customer inquiries promptly and effectively.

    • Empower customers by building a robust knowledge base and self-service resources.

    • Optimize support processes using technology and data insights.

  • Product Onboarding & Training (pre-sales):

    • Experiment with high-touch product adoption experiences that drive product adoption.

    • Engage customers, providing training and support to facilitate seamless product adoption.

    • Assist high-potential customers through the buying cycle (and eventually automate the process) and qualify high-potential deals for sales. Pass learning back to product and marketing.

    • Collaborate with product, marketing and sales to establish clear product qualification criteria (PQLs/PQAs)

  • Customer Success:

    • Build deep relationships with customers, becoming their trusted advisor.

    • Proactively identify challenges and implement solutions to maximize customer value.

    • Drive renewals and expansions, minimizing churn and maximizing customer lifetime value.

You are a great fit if you are:

  • A process wizard, able to analyze, optimize, and implement effective systems.

  • A customer champion, possessing empathy and the ability to build lasting relationships.

  • A growth-minded go-getter, with a proactive approach and a hunger for improvement.

  • A master of organization, able to juggle multiple tasks and prioritize effectively.

  • A tech-savvy individual, comfortable using technology to enhance customer experience.

Requirements:

  • At least 5+ years in a customer-facing role (product onboarding, solutions consulting, pre-sales, sales engineering or customer success roles).

  • Experience building or being a founding member of a customer experience function.

  • A startup mentality, comfortable with ambiguity and a broad scope of responsibilities.

  • An experimental mindset, eager to learn and shape processes as you go.

Benefits & Perks

  • Interesting and challenging work

  • Competitive salary and equity

  • Regular team events and off-sites

  • Unlimited PTO

  • Annual wellness credit

  • Productivity stipend