Service Design & Onboarding Consultant

Chandler, AZ

Our Service Design and Onboarding Consultants play a critical role in the design, testing, and implementation of our customer experience during New Customer Onboarding. This role’s primary responsibility is first and foremost for the fulfillment of our Onboarding, and ensuring our newest customers see the value in Keap or Infusionsoft. The Consultant will utilize their Infusionsoft and business skills along with any necessary tools (currently phone, texting, chat etc.) to deliver high-impact results for our customers and for Keap. Our Consultants are expected to operate effectively, and professionally in a high-paced and ever-changing environment where their creativity, knowledge and insight can bring about positive customer and company results.

Objectives:

 

  • Deliver a World-Class Onboarding Experience

 

Ensure effective facilitation of  an onboarding experience delivered in a way that connects our customers challenges and needs to the true value of our products, while building confidence in their purchase. Have a mindset to do “whatever it takes” to ensure our small businesses are successful.

 

  • Deliver Projects Accurately and on Time

 

Maintain comprehensive project documentation, and complete the onboarding experience as designed. Perform risk management to minimize overall project risk. Measure project performance using appropriate tools and techniques. Manage changes to the project’s scope, and project schedule.

 

  • Proactive and Timely Communication to Customers and Stakeholders

 

Manage the relationship with your customers  and all cross-functional stakeholders once the sale has been made until the customer has been successfully onboarded. Track and bubble up challenges in the experience or with our product so we can improve both. Report out and escalate challenges proactively to management as needed.



Daily Execution Excellence:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Demonstrate the power of Infusionsoft and Keap in a way that connects with potential customers through targeted solutions based on explicitly and implicitly stated, setting clear expectations for all parties involved
    • This work will be conducted via video-conferencing and will account for the majority of the work week.
  • Be the technical “go to” for our product during onboarding via email, conference calls and in occasional onsite meetings; assist to mitigate potential cancel requests by resolving customer concerns
  • Own your ongoing development and product education, ensuring you're up to date on all current software releases/features
  • Communicate (verbal and written) with customers, and internal employees professionally, and within a fast and friendly response time
  • Manage project documentation and recommend enhancements to systems and tools
  • Share relevant feedback to cross-functional partners on onboarding design or product challenges

What you’ll need to have/Competencies:

  • A positive attitude in the face of an ever-changing and dynamic environment where you’re expected to set the vision in the midst of ambiguity
  • Action-oriented and full of energy for the things they see as challenging; not fearful of acting with minimal planning; seizes more opportunities than others, a highly motivated, entrepreneurial individual that will seek opportunities to innovate & expand your role
  • Solution Architect - Ability to use a consultative approach to interact with technical and non-technical business owners. Committed to finding a way to say "Yes". Enjoyment for solving problems & creating a vision that serves both the unique needs of our small businesses during sales process
  • Can effectively cope with change; can shift gears comfortably; isn’t upset when things are up in the air; doesn’t have to finish things before moving on, ability to thrive in a fast-paced, high performance environment that at times keeps non-traditional working hours
  • Technical Learning and Expertise - Strong aptitude for understanding technical aspects of the Infusionsoft and related products, detailed knowledge of the Infusionsoft and Keap product lines as well as third-party integrations in order to design and communicate solutions that solve customers’ business problems
  • Interpersonal Savvy - Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  • Highly-developed organizational skills and the ability to prioritize tasks and meet deadlines with a quick turnaround. Needs to be able to spin multiple plates and be incredibly detail-oriented to help avoid “scope creep” 
  • Outstanding verbal and written communication skills along with the ability to connect with and engage customers; proficient in presentation creation and delivery


Preferred Education and Experience:

  • Proficiency in Infusionsoft, Keap
  • Bachelor’s degree, or 5+ years of sales and marketing experience with an ability to demonstrate strong business insights
  • Ability to thrive in a fast-paced Service Design or Growth Hack department 
  • Experience working with or owning a small business 
  • Proven track record of creative problem solving and cross-functional collaboration
  • Knowledge of CRM and marketing automation technologies and methodologies
  • Ability to write effective marketing copy and design graphics to implement marketing plans
  • Background in Customer Service and/or Account Management a plus

 

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, between the hours of 8 a.m. to 5 p.m.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

About Keap

In 2001, Keap (formerly Infusionsoft) pioneered the sales and marketing automation category for small business. Today, Keap is the #1 CRM platform in its category. We're 400+ strong and seeking talented and intelligent people to help us on our mission of helping grow small businesses worldwide.

This position is located at our Chandler, AZ office at 1260 South Spectrum Blvd. Chandler AZ 85286

At Keap, we celebrate diversity and inclusion for the benefit of our employees, our products, our community, and to help small businesses succeed. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, marital status or any legally protected status.

 

Helping small businesses succeed

That’s our single most important purpose, and it’s more than just writing on the wall. It’s in the hearts and minds of our employees, and is the burning passion that fuels us to consistently innovate, drive change, and grow ourselves beyond our wildest dreams. To be a part of Keap is to join a cause bigger than yourself, and we think that’s pretty rad!

Dream fulfillment

We believe in people and their dreams at Keap. So much so, we have a dedicated Dream Program that empowers our employees to think big and achieve those dreams—both personally and professionally. Want help setting achievable goals to reach your dreams? Our designated Dream Manager is here to help. Want a space to write out your dreams to spring them into action? Yeah, we have a Dream Room for that.

Flexibility & balance

At Keap, it’s not as much about the time put in or where the work is done as it is about the results achieved. We encourage employees to spend time on (and with) the things that are important to them outside of their careers, so we offer a flexible PTO plan and work-from-home policy that makes that a possibility. Need time off for a vacation to Belize? A mental health day to recharge your batteries? It’s all good as long as it’s a win for you, your team, our customers, and the company.

#keaplife

Helping 5 million small businesses succeed worldwide takes a lot of hustle, and celebrating wins along the way is just a way of life here. We work hard, support one another, and have some fun while we’re at it. Curious about what a peek into #keaplife looks like? Think team builders, spring training outings, a fully stocked cereal bar, a Coke Freestyle machine, ping pong tournaments, an indoor football field meeting area, 24-hour hackathons, Food Truck Fridays, happy hours, even breakfast with one of our execs, just to name a few—phew.

Total rewards

We understand how important it is to have top-notch benefits, and offer a comprehensive package that supports our employees and their families. This includes:

  • Health, vision, and dental insurance
  • Stock options for every employee
  • Life insurance
  • Bonus programs
  • Well-being program
  • And so much more!

Dedication to diversity & inclusion

We realize the power of diverse perspectives, experiences, and backgrounds. Keap is an environment focused on inclusion and education—whether that’s hosting diversity weeks highlighting different cultures, or holding professional workshops for our Empow(her) group that celebrates and supports women in the workplace.

We're growing fast

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Why the name change?

Our new product, Keap, is pioneering smart client management, just as Infusionsoft did for sales and marketing automation 18 years ago.

We believe there’s a better way to manage sales for service businesses both big and small. And that’s Keap—one company with two products to serve all small businesses.

Smart client management software that helps turn incoming leads into satisfied clients.

The #1 all-in-one CRM and advanced marketing automation platform, as rated by G2 Crowd.

Keep serving. Keep striving. Keep growing.