Webstore Implemeter (Customer Success)
Job Description
Responsibilities
- Lead kickoff sessions with new clients to understand their business goals and translate them into appropriate website features, layout structures, and recommended configurations.
- Guide client in setting up and customizing webstore templates, content sections, navigation menus, branding (color schemes, typography), and basic integrations based on client needs.
- Coordinate with the design and development teams for advanced customization or technical requirements outside the scope of standard setup.
- Provide timely support during the onboarding phase, addressing client inquiries and escalating technical issues when necessary.
- Gather client feedback throughout the onboarding process and report recurring issues or feature suggestions to the product team.
- Collaborate cross-functionally with support, product, and design teams to ensure a seamless onboarding experience and customer satisfaction.
- Monitor and report onboarding KPIs such as activation rate, time to value, and onboarding completion rate, and propose improvements to increase efficiency and adoption.
- Develop and maintain onboarding resources (e.g., FAQs, guides, walkthroughs) to support scalable onboarding.
- Minimum 2 years of experience in onboarding, customer success, or technical support—preferably within a SaaS, webstore, or website builder environment.
- Proficient with website builder platforms such as WordPress, Webflow, Wix, or Squarespace, with hands-on experience in site setup, basic customization, and third-party plug-in usage.
- Working knowledge of HTML/CSS and responsive design principles; able to troubleshoot minor layout or rendering issues.
- Familiar with project and communication tools such as Slack, Microsoft Teams, Trello, Notion, or CRM/ticketing systems.
- Strong interpersonal, communication, and presentation skills—capable of explaining technical concepts in a user-friendly manner.
- Highly organized, detail-oriented, and capable of managing multiple onboarding cases concurrently
More Info
Key Skills
Webflow
CRM ticketing systems
Notion
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