Customer Success Associate – WordStream Social Ads

  • Boston, MA, United States
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Customer Success Associate – WordStream Social Ads

Location: 177 Huntington Avenue, Boston, Massachusetts

Reporting: Reports to the Social Ads Customer Success Manager

Customer Success Associate
WordStream is searching for a high-energy, detail-oriented and personally motivated individual to join our WordStream Social Ads Customer Success team at our headquarters in Boston! If you are interested in social advertising, like to help others learn new things and a team player who is interested in joining a growing company in a fast paced and innovative environment, then we want to speak to you!

We’re a Digital Marketing Company with One Vision
WordStream develops paid search marketing software, provides managed PPC advertising services, and shares online marketing advice through our blog. Founded in 2007, we’ve evolved from being a keyword software tool developer to a destination for paid search marketing expertise. With WordStream Social Ads, we help extend search efforts into the social realm by providing guided workflows and powerful tools to help our customers grow their businesses.

Job Description:  We are looking for a dynamic and passionate individual to drive the success of our clients through successful onboarding and training of WordStream Social Ads. We are growing our services team rapidly and are looking for ambitious individuals interested in learning or expanding their digital marketing background by rolling up their sleeves and diving in. You will become part of a kick-ass team of experts who truly love their job, the company and lead the corporate culture with hard-work and fun times. This is a fantastic opportunity for a resourceful, success driven, and entrepreneurial individual looking to take their career to the next level.

As this position will be supporting a brand new product, we’re looking for someone who can succeed through creative independent problem solving and evolving processes.

Roles & Responsibilities:

  • Onboarding of new customers and helping ensure all training sessions are completed in a timely manner
  • Conduct weekly and monthly webinars
  • Create training materials on topics relevant to our overall customer base
  • Helping clients with implementation of basic tracking code on their website – previous HTML knowledge is a huge plus
  • Providing feedback to our Product team in the form of enhancements and ideas that would ease the use of the product for our customers or provide them with functionality that would increase the overall value proposition of WordStream Advisor
  • Connecting with your overall portfolio through email exchanges or phone calls in an effort to ensure product usage and advising clients once training is complete
  • Helping to investigate any issues or bugs encountered by clients and writing Bug tickets when needed
  • Performing internal tracking of training attendees as well as chat users when supporting these initiatives in an effort to keep all customer relationship management records up to date
  • Attend all meetings and actively contribute
  • Stay relevant and current by conducting your own research, blog reading and training to stay on top of industry trends, updates, etc.
  • Routinely handle chat lines, phone support lines and training webinars

Role Abilities:

  • Bachelor’s degree (4-year degree) or comparable
  • Basic awareness of Social media marketing industry and digital marketing
  • High desire to learn the paid social space; previous knowledge/experience with Facebook advertising a plus
  • Prior customer service or success experience
  • Professional, self-accountable, reliable, highly motivated, personable, team player
  • Detail-oriented. Can multi-task and juggle many simultaneous priorities.
  • Technologically savvy and ability to learn new technology fast
  • Strong organizational and time management skills
  • Experience or high-level of interest in Google Analytics
  • Basic knowledge of HTML a plus
  • Adaptable to change. We’re a fast growing company.
  • Ability to successfully manage personal workflow and to achieve on time delivery of requests made by clients
  • Ability to speak and write clearly and persuasively and to build and maintain strong internal and external relationships
  • Must be able to take and apply all forms of constructive feedback
  • Must be authorized to work in the US; unable to sponsor visas

Culture & Attitudes/Traits:

  • Work as a team – leave no teammate behind
  • Demonstrate a positive attitude every day
  • Be solution oriented – never say “try” or “can’t”
  • Demonstrate excellence by going above and beyond for the benefit of teammates and the company
  • View mistakes as an opportunity to learn rather than as a negative situation
  • Never be afraid to ask for help



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