Job description
Company Description
At Higher Logic, engagement happens here. As the industry-leading, human-focused engagement platform we deliver powerful online communities and communication tools to organizations looking to build, retain, and grow their member or customer base. We’re obsessed with engagement and, with over 13 years of experience in the industry, we’ve got it down to a science. We are a global company with offices throughout the US, Canada, and Australia. We serve more than 3,000 customers, representing over 350,000 online communities with over 200 million users across 42 countries worldwide.
Our team is a thriving community of authentic people with diverse experiences and perspectives. We are honest and genuine and believe that sharing ideas and feedback openly helps us to be successful. We believe that diversity and empathy bring us #AllTogether to make us stronger. We learn from failure and successes because both help us to grow and learn. We strive to understand the why behind our actions and bring our best selves to work every day.
Job Description
The Higher Logic Advisor serves as the first point of contact for customers throughout the Customer Journey to include onboarding, adoption, and renewal. The Advisor will foster deep relationships with their customers, understanding their business goals and needs, acting as a customer advocate and delivering solutions that meet their challenges. The Advisor drives adoption of the feature and function usage of Higher Logic’s products to gain the most value to their business. Primary duties include answering customer inquiries, making product recommendations, and providing product usage information to drive adoption of our products. Acting as the single point of contact from Higher Logic, the Advisor will resolve all customer queries and ensure that customers are satisfied with Higher Logics products and services.
ESSENTIAL DUTIES AND RESPONSIBILITES:
- Help customers grow and achieve goals while simultaneously strengthening their relationship with the business.
- Identify customer challenges and proactively identifies solutions to meet needs.
- Process milestones for the clients and employees to work toward.
- Assist customers with setting up and navigating programs or software.
- Upsell services and products with the brand image.
- Promote value through customer experience.
- Assist in creating training courses and educational materials.
- Review customer complaints and concerns and seek to improve the customer experience.
- Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs.
- Depending on Service Package purchased, conduct assigned annual duties, training sessions, metrics review – as requested by customer.
- Evaluate risk management for customers and proactively evade dissatisfaction or lost business by assisting with 1:Many communication planning and 1:Many education schedule (alongside Enablement Team).
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
- Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
- Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
- Work with sales and marketing teams to boost customer referrals and develop case studies.
- Work alongside team to achieve annual customer renewal and retention goals; this includes understanding and awareness of at-risk customers and building out plans with team to curb risk.
- Work with team-mates to support customers that have not purchased a Plus Package through Advisor queue.
- Conduct all business in accordance with Higher Logic policies and procedures.
- All other duties as assigned.
KNOWLEDGE AND ABILITIES REQUIRED:
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate to the use of the product or service
- Accountability and personal organization are essential
- Excellent written, verbal, presentation, and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences.
EEO Disclosure
Higher Logic is committed to equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Higher Logic is committed to ensuring that its application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing [email protected]
