Captioner

As a Captioner at Ingage, you will be responsible for managing all aspects of customer relationships post-sale. This includes onboarding new customers to the Ingage Suite, managing communications, and overseeing the onboarding curriculum to ensure success throughout the customer lifecycle. You'll also be actively reporting on customer health and working closely with different teams to foster improvements.

To qualify for the Captioner position at Ingage, candidates should have at least 2 years of experience in a customer-facing role such as Customer Success or Account Management. Excellent communication skills, strong empathy for customer needs, and a good understanding of software are essential. Familiarity with tools like Hubspot and JIRA is preferred.

Ingage offers a distributed workforce environment which means you will have the flexibility to work remotely from anywhere, while still collaborating with your coworkers. However, this role requires adherence to East Coast business hours, allowing for streamlined communication with the team and customers during regular business operations.

Customer relationship management is crucial for the Captioner role at Ingage. You will be the primary point of contact for customers, guiding them through onboarding and ongoing support. Successfully managing these relationships will drive customer satisfaction, retention, and growth in line with Ingage's goals.

The Captioner position at Ingage opens doors for professional growth, as you'll gain valuable experience working directly with customers, Sales, and Product teams. Contributing ideas for customer success initiatives and working closely with leadership can lead to increased responsibilities and career advancement opportunities within Ingage.

In answering this question, focus on your ability to design and implement onboarding processes that prioritize customer engagement. Talk about how you gather feedback and regularly assess the onboarding experience to ensure that customers feel supported and informed.

To tackle this question, discuss your organizational skills and time management techniques. Explain how you assess urgency versus importance of tasks, possibly mentioning methods like task lists or prioritization frameworks to make effective decisions.

In your response, share a specific example where you actively listened to a customer's concerns, took ownership of the issue, and implemented a solution that addressed their needs. Emphasize your commitment to customer satisfaction and the positive outcome of the situation.

Mention your proactive approach to learning and staying updated with industry trends. This could involve attending workshops, reading relevant articles, or collaborating with colleagues to ensure you have the most up-to-date knowledge to help customers effectively.

Discuss specific metrics or indicators you utilize to evaluate customer health, such as engagement levels, net promoter score (NPS), or customer feedback surveys. Mention how these metrics dictate your follow-up strategies and identification of up-sell opportunities.

If applicable, share your hands-on experience using Hubspot for customer relationship management and JIRA for project tracking. Discuss how these tools enhance your ability to manage customer interactions and facilitate collaboration between teams.

Illustrate your methods for compiling and sharing customer insights, such as regular team meetings or using shared platforms. Emphasize the importance of collaboration and responsiveness to improving customer experiences based on their feedback.

Explain your process for gathering content, ensuring relevance, and strategically communicating with customers. Highlight any tools you use for drafting and sending out communications, and how you measure their effectiveness.

Talk about your strategy for gathering and analyzing customer requests, prioritizing them based on customer impact, and collaborating with the product team to ensure these requests influence upcoming releases.

Convey your understanding that storytelling captures attention and enhances audience engagement. Explain how effective storytelling can lead to a memorable experience that resonates with customers and drives them to act.