Customer Success and Onboarding Specialist

Job Description

At Bento, we believe that there’s a better, more inclusive way for all businesses to access the financial services they need. A key component of our strategy is to provide world-class support to our prospective and existing customers to ensure they’re getting the most out of Bento from Day 1. We genuinely care about our customers and are dedicated to providing them the best possible product and experience at each and every touchpoint. To help execute on our mission, we’re looking for a multi-dimensional Customer Success and Onboarding Specialist to advise and support customers throughout enrollment, onboarding, and product adoption. You will be a key member of Bento's Customer Success team and your work and insights will help shape the Bento customer experience. #LI-Remote - Bento's Customer Success team is based out of our Chicago HQ, but we will accept remote applications as well.

Responsibilities:

• Be the product expert: Answering questions via phone and email inquiries on features & functionality, you'll be responsible for learning the product inside and out and communicating with customers in a user-friendly way.
• Enrollment and onboarding management: Reviewing applications and guiding applicants through the enrollment process, then placing calls to our newest customers, and going over best practices for their business needs.
• Sales: You'll be a customer consultant who introduces new Bento features and upgrades to existing customers. You may also find yourself liaising with our Sales team to inform potential customers of Bento's features.
• Compliance: As a financial product/service, there are various rules and regulations that must be met in order to get new customers on-boarded. Calling customers to collect necessary documents and reviewing enrollments to ensure that these requirements are met.
• Creative problem solving: There are a variety requests that may come your way: from someone having log-in trouble to questions on how to use Bento for their individual business needs, and you will confidently handle them all. Sometimes the answer will be straightforward, sometimes it will take a keen eye and a knack for investigation-- you'll ask the right questions to get to the facts, and find a creative way to provide the ideal, accurate solution.
• Collaborate: You'll have endless opportunities to work with various parts of the business by troubleshooting and triaging technical issues. You'll be interfacing with developers, designers, and other internal and external key stakeholders to support client needs as new bugs are discovered and get escalated.
• Customer advocacy: You'll be the voice of the customer; the customer champion. The customer feedback you'll solicit and compile will help drive product and process improvement and customer satisfaction.

The ideal candidate:

• Has at least 2 years experience in an onboarding/customer success/account management/implementation role with a track record of providing thorough, friendly, consultative support to customers
• Is experienced in curating personalized customer service touch points
• Can balance efficiency with excellent customer service, especially in written and verbal communication
• Is a fast learner and able to retain information on the go
• Has an unflappable personality that can take on any and all challenges and/or changes in direction with grace, humor, professionalism, and tact
• Effective multi-tasker, can prioritize and work effectively without little or no direct supervision
• Is meticulously detailed, great at spotting trends, and can stay focused even when priorities shift
• Can demonstrate experience in handling sensitive, confidential information
• Is not afraid to ask questions or make suggestions to improve a process or customer experience
• Can search and find information and solutions independently
• Has the ability to convey technical issues and customer feedback in clear and concise manner
• Is comfortable working with multiple departments in a fast-paced environment
• Has experience with Salesforce and Salesforce Cases
• Can leverage Google Suite to share best practices and data/insights
• Can pass a background check and has a list of professional references
• Has experience in supporting clients in Financial Services or B2B environments; experience with credit a bonus

#LI-Remote - Bento's Customer Success team is based out of our Chicago HQ, but we will accept remote applications as well. Bento for Business is currently working from home due to COVID-19, but plans to re-open Chicago and San Francisco offices once it is safe to do so. A cover letter is required to be considered Apply for this job