Member Success Specialist
The Member Success Specialist (MSS) role is an essential part of the existing Kajabi user experience. Member Success is where you’ll be teaching and on boarding new users, tackling major and/or technical problems experienced in the app as well as providing elevated and priority support for VIPs and urgent issues.
The Member Success Specialist (MSS) role is an essential part of the existing Kajabi user experience. Member Success is where you’ll be teaching and on boarding new users, tackling major and/or technical problems experienced in the app as well as providing elevated and priority support for VIPs and urgent issues. MSS will work with and report directly to the Member Success Manager (MSM). The LTM responsibilities will be divided into the following areas:
What You'll Be Doing
- Provide 30-60 minute instructional video calls for users that have scheduled a call each day.
- Train to offer expert advice in Course Creation and Internet Marketing
- Troubleshoot any issues preventing the success of VIPs and customers with urgent issues.
- Take initiative with providing customers with a level of support and education beyond their needs using the phone, video, screen-flows, or any means to ensure an efficiently resolved problem and a positive experience for the customer.
- Handle the billing requests of all Kajabi customers with care and urgency, while recognizing opportunities for retention and revenue growth via, email, phone, and live chat.
- Be familiar with our pricing plans, features and capabilities, and recommend one based on their needs
- Stay up to date with Kajabi platform updates and changes.
- Document and share solutions with the team in detail so that the team grows collectively with each issue solved individually.
Let’s Talk If
- Have a desire to help and interact with others
- Have some knowledge of internet marketing strategies
- Are technically inclined
Kajabi Hero Process
The #KajabiHero process is key to Kajabi’s ability to showcase successful users and expand its marketing initiative. We are always looking for ways to encourage existing customers to take the steps to becoming a hero and also potential customers to start their journey on becoming a hero. This is a core value of Kajabi and should always be kept in the forefront when communicating with our current or potential “heroes”.
Kajabi Office Process
The Kajabi Team is an ever growing and changing group of the most awesome and talented people on the planet, the MSS will be integral in fostering the same sense of community and excitement within the office as we strive for with our users.
Time Off, Working From Home, and Educational Allowances
All time off needs to be requested in Gusto as far in advance as possible . While we always understand that emergencies and illnesses do crop up unexpectedly, given the importance of the MSS role in daily operations we ask for as much notice as possible for any time out of the office. Remember: sick is sick. If you’re unwell, we don’t expect you to work. It’s your responsibility to take care of yourself and get better!
Vacation time is given without limitation to every employee, provided this awesome and generous benefit isn’t abused by anyone. Work from home opportunities may happen from time to time and need to be pre-approved by the MSM.
Educational opportunities will be offered for the MSS at the discretion of the MSM, and could include participating in a mentorship program, training to further specific career goals, books or digital content to supplement education, and attendance at conferences areas of interest and impact for Kajabi’s overall goals and MSS’s desired career goals.
MSS will meet Regularly with the Member Success Manager to catch up and discuss their role. The goal of these meetings is to identify areas where MSS can improve, what areas they’re needing more guidance on, and where the Kajabi leadership team can lend time or resources to help meet career goals. It’s also a time to discuss specific expectations and discuss any areas of concern you may have about your job or your team.
- Competitive Salary
- HSA Contribution
- Gym Membership
- Free Headspace/Audible Account
- Free Training Resources
- Flexible Vacation Policy
- 401k Option
- Fully-Paid Health Benefits
- Fully-Stocked Kitchen
- Nitro Cold Brew On Tap
“Kajabi is an extremely unique and rewarding place where I’m given the freedom and responsibility to do the best work of my life!”