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Onboarding & Strategy Specialist [remote] 🔥


YOU Passionate about creating amazing customer experiences & being a beacon of Carrot's core values.



US US Rural. Remote. Bootstrapped. SaaS. Profitable. 3x Inc. 5000 list. Carrot.com.



Carrot is a fast-growing SaaS company that helps small businesses, in particular, real estate investors and high-performing real estate agents, cut through the clutter online to grow leads and revenue with our lead gen and content marketing tools. That’s what we do… that’s what we challenge ourselves to be the best in the world at. But our “why” is what truly excites us every single day we show up to work.



OUR WHY

"To Add Humanity To Business and Help People Regain Time In Their Lives For The Things That Matter."



6 years, 3 Inc. 5000 awards, 38 full-time team members, ZERO funding, and 8,000+ customers and counting... we discovered that the simple idea AND "small niche market" were both bigger than we thought and we're eyeing our next challenge ahead to impact tens of thousands more small businesses in real estate and beyond.



That's where you come in. We want to be a feather in your cap. We want to help YOU have a huge win under your belt for this next phase of your career and to always say, "I am a part of building something special".



Learn more about what we do @ Carrot.com →



This is our most recent team photo from our company-wide virtual retreat in January 2021!



More About The Role



As an Onboarding & Strategy Specialist, you'll be tasked with helping guide our customers toward success with direct interaction across all channels. You have a strong track record of delivering an amazing experience to our members and being a beacon of our Carrot Core Values. You’ll manage multiple client relationships during their first months on the Carrot platform; help foster adoption of key features within the system, and coach clients on best practices using our software.



Requirements

  • 1-2 years of experience as a customer success rep or other relevant experience.
  • Exceptional verbal, written, and presentation skills.
  • Proven ability to inspire, coach, and motivate a customer to find success with a product.
  • Ability to work effectively both independently and as part of a team.
  • Proficient with G Suite products, Intercom, and other industry tools.
  • Comfortable with both phone and video call presentations.
  • Competency in Google apps, such as Drive, Docs, Sheets, and Slides.
  • Deep understanding of the Carrot platform, SEO, and marketing strategy.
  • Knowledge of 3rd party integrations such as CRM’s and domain hosts.
  • Exceptional time and task management skills.
  • Ability to influence decision-making and change.
  • Strong empathy for customer's success.
  • Familiarity with Carrot and/or common marketing practices (SEO, PPC, etc) preferred.




Goals & Responsibilities
  • Perform onboarding calls, strategy calls, and email campaigns with all agents to ensure the best chance of success in their first month
  • Identify expansion and upsell opportunities to help clients use the product to reach their goals and coordinate w/ the sales team for handoffs for higher-level services
  • Partner with other business units to define ongoing best practices for onboarding tasks
  • Represent the voice of the customer internally to help guide strategic decisions, and ensure other teams actively address customer challenges
  • Establish a trusted advisor relationship to ensure customer satisfaction
  • Maintain an understanding of real estate trends and best practices
  • Report key metrics weekly and monthly; and use that data to proactively identify opportunities to improve processes and results.
  • Ensure all Success team calls, chats, and emails are responded to within 24 hours.




Working At Carrot



Our Members Come First ?



We love helping our members generate leads and close deals. Making an impact on their lives fires us up. We share customer success stories daily.



We Love Innovation ?



We love being on the cutting edge of technology and performance. If it helps our members generate leads we want to test & deploy it.



Leave A Legacy ❤️



We take our brand VERY SERIOUSLY. You will see orange everything when you join Carrot. We are passionate about positively affecting our communities.



We Love To Have Fun ?



Our culture is laid back and fun. We are a group of like-minded individuals all trying to achieve a common goal.



Customer Success Team Mission



We are proud to be the proactive outreach extension of the Revenue team! We use our data and expertise to help and celebrate with our best customers.



Benefits



This position will pay a very competitive salary along with other attractive benefits
  • Paid vacation time.
  • Paid holidays.
  • $500 per year to contribute toward a charity you’re passionate about.
  • Growth Perks
    • Free Books Reading a book to help you grow in your life? Awesome, we’ll buy it for you!
    • Courses & Seminars If you find resources that will help you improve your skills in life/business, we’ll cover all or part of the cost.
    • Gym/Home Workout Equipment Stipend Physical & mental health is a big deal, so we’ll pick up the tab of your monthly gym membership or help you set up your home gym (up to $60/month).
  • Performance Bonuses From time to time when the team crushes it, we all get rewarded. These aren’t scheduled bonuses, but we find that our team members are pleasantly surprised by these!
  • Medical & dental coverage 75% paid for.
  • 401k Plan with 3% match for US residents
  • The chance to learn things in a way you’d never be able to learn in a large organization!
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