Customer Success Specialist - Remote (Nota by M&T Bank | Banking Built for Law Firms)
Buffalo, NY Buffalo, NY Full-time Full-time About Nota:
At Nota, we're revolutionizing financial solutions tailored to the legal industry.
With a focus on small law firms and solo attorneys, we've created a suite of modules that streamline banking, accounting, and financial management, empowering legal professionals to thrive in a complex landscape.
Our journey is guided by our core values, shaping everything we do.
Position Overview:
As a Customer Success Specialist at Nota, you will be the ultimate customer advocate, playing a pivotal role in ensuring our customers' success and satisfaction.
Your responsibility goes beyond mere support - you will be instrumental in building strong customer relationships, understanding their needs, and driving proactive engagement to exceed their expectations.
Your feedback will shape our product roadmap, contributing to our continuous improvement.
Key
Responsibilities:
Account Opening and Training:
Collaborate closely with sales and operations teams to ensure a seamless onboarding process for new customers.
Provide training sessions to ensure customers are equipped to make the most of our platform's capabilities.
Discovery of Customer Needs:
Conduct thorough discovery sessions to understand each customer's unique requirements, challenges, and priorities.
Leverage these insights to tailor our solutions and services to their needs.
Proactive Customer Outreach:
Take a proactive approach to customer engagement.
Regularly reach out to customers to provide assistance, share best practices, and identify opportunities for them to leverage additional features.
Build Business Plans:
Collaborate with customers to build strategic business plans that align with their goals.
Provide insights and recommendations on how our solutions can drive their success.
NPS Score Improvement:
Drive the improvement of Net Promoter Score (NPS) by consistently delivering exceptional customer experiences and addressing any concerns promptly.
Audit Support (Up to 5 Hours):
Extend support to customers during audits, leveraging your expertise to guide them through the process, answer queries, and alleviate any concerns.
Product Feedback and Collaboration:
Act as the voice of the customer by providing valuable feedback to our product management team.
Advocate for customer needs and ensure our platform continues to evolve to meet them.
Required
Qualifications:
Bachelor's degree in business, marketing, or related field and a minimum of 2 years' related experience, OR In lieu of a degree, a combined minimum of 6 years' higher education and/or work experience, including a minimum of 2 years' related experience Strong communication skills Strong interpersonal skills Strong presentation skills Strong material preparation skills Entrepreneurial spirit Passion for customer success and its role in growth and customer adoption Experience working with, and managing, stakeholders, and customers High level of accuracy Detail-oriented Prior experience working in a flexible environment and operating with uncertainty and change Driven Self-motivated Enthusiastic Can-do attitude Preferred
Qualifications:
Proven track record in a customer-facing role, preferably in a SaaS company Excellent communication skills and the ability to build strong relationships with customers Empathy, patience, and a deep commitment to customer success Strong problem-solving skills and the ability to anticipate customer needs Familiarity with the legal industry and its unique challenges is a plus Experience with NPS and customer satisfaction metrics Our Values in Action:
As a Customer Success Specialist at Nota, your role is intrinsically tied to our values.
You'll embody Customer First by prioritizing the success of our customers above all else.
You'll Do the Right Thing by maintaining integrity, transparency, and ethical practices.
Your relentless pursuit of excellence will ensure that our customers receive unparalleled support and guidance.
By Getting Things Done, you'll help us execute our mission of transforming financial services for law firms.
Join Our Journey:
If you're passionate about making a meaningful impact, driving customer success, and contributing to a dynamic culture, we invite you to join us on our journey.
Be part of a team that values collaboration, innovation, and delivering exceptional experiences to our customers.
Location/Schedule:
This is a fully remote position open to applicants residing within the United States.
Our ideal schedule/availability falls within normal business hours (eastern time zone).
M&T Bank is committed to fair, competitive, and market-informed pay for our employees.
The pay range for this position is $59,116.
83 - $94,586.
94 Annual (USD).
The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.
Location Buffalo, New York, United States of America.
Estimated Salary: $20 to $28 per hour based on qualifications.
At Nota, we're revolutionizing financial solutions tailored to the legal industry.
With a focus on small law firms and solo attorneys, we've created a suite of modules that streamline banking, accounting, and financial management, empowering legal professionals to thrive in a complex landscape.
Our journey is guided by our core values, shaping everything we do.
Position Overview:
As a Customer Success Specialist at Nota, you will be the ultimate customer advocate, playing a pivotal role in ensuring our customers' success and satisfaction.
Your responsibility goes beyond mere support - you will be instrumental in building strong customer relationships, understanding their needs, and driving proactive engagement to exceed their expectations.
Your feedback will shape our product roadmap, contributing to our continuous improvement.
Key
Responsibilities:
Account Opening and Training:
Collaborate closely with sales and operations teams to ensure a seamless onboarding process for new customers.
Provide training sessions to ensure customers are equipped to make the most of our platform's capabilities.
Discovery of Customer Needs:
Conduct thorough discovery sessions to understand each customer's unique requirements, challenges, and priorities.
Leverage these insights to tailor our solutions and services to their needs.
Proactive Customer Outreach:
Take a proactive approach to customer engagement.
Regularly reach out to customers to provide assistance, share best practices, and identify opportunities for them to leverage additional features.
Build Business Plans:
Collaborate with customers to build strategic business plans that align with their goals.
Provide insights and recommendations on how our solutions can drive their success.
NPS Score Improvement:
Drive the improvement of Net Promoter Score (NPS) by consistently delivering exceptional customer experiences and addressing any concerns promptly.
Audit Support (Up to 5 Hours):
Extend support to customers during audits, leveraging your expertise to guide them through the process, answer queries, and alleviate any concerns.
Product Feedback and Collaboration:
Act as the voice of the customer by providing valuable feedback to our product management team.
Advocate for customer needs and ensure our platform continues to evolve to meet them.
Required
Qualifications:
Bachelor's degree in business, marketing, or related field and a minimum of 2 years' related experience, OR In lieu of a degree, a combined minimum of 6 years' higher education and/or work experience, including a minimum of 2 years' related experience Strong communication skills Strong interpersonal skills Strong presentation skills Strong material preparation skills Entrepreneurial spirit Passion for customer success and its role in growth and customer adoption Experience working with, and managing, stakeholders, and customers High level of accuracy Detail-oriented Prior experience working in a flexible environment and operating with uncertainty and change Driven Self-motivated Enthusiastic Can-do attitude Preferred
Qualifications:
Proven track record in a customer-facing role, preferably in a SaaS company Excellent communication skills and the ability to build strong relationships with customers Empathy, patience, and a deep commitment to customer success Strong problem-solving skills and the ability to anticipate customer needs Familiarity with the legal industry and its unique challenges is a plus Experience with NPS and customer satisfaction metrics Our Values in Action:
As a Customer Success Specialist at Nota, your role is intrinsically tied to our values.
You'll embody Customer First by prioritizing the success of our customers above all else.
You'll Do the Right Thing by maintaining integrity, transparency, and ethical practices.
Your relentless pursuit of excellence will ensure that our customers receive unparalleled support and guidance.
By Getting Things Done, you'll help us execute our mission of transforming financial services for law firms.
Join Our Journey:
If you're passionate about making a meaningful impact, driving customer success, and contributing to a dynamic culture, we invite you to join us on our journey.
Be part of a team that values collaboration, innovation, and delivering exceptional experiences to our customers.
Location/Schedule:
This is a fully remote position open to applicants residing within the United States.
Our ideal schedule/availability falls within normal business hours (eastern time zone).
M&T Bank is committed to fair, competitive, and market-informed pay for our employees.
The pay range for this position is $59,116.
83 - $94,586.
94 Annual (USD).
The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.
Location Buffalo, New York, United States of America.
Estimated Salary: $20 to $28 per hour based on qualifications.
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