Responsibilities
- Lead critical activities such as onboarding, escalations, training resource delivery, risk mitigation, and renewals for a shared customer book of business
- Handle customer cases assigned via a round-robin system, ensuring timely responses and resolution while maintaining high-quality outcomes
- Proactively share relevant resources and insights to help customers maximize value and engagement and help mitigate risk
- Leverage tools like Salesforce to manage and prioritize tasks, ensuring no cases are overlooked and all workflows are documented effectively
- Partner with cross-functional teams, including Customer Support, Accounts Receivable, and Marketing, to align on customer goals and provide holistic support
- Share feedback and contribute to refining processes to enhance team efficiency and scalability
- Maintain accurate renewal and opportunity data in team dashboards to support retention and upsell opportunities as well as maintaining a clean and updated Dashboard of daily tasks and cases
Requirements
- 1+ years in a customer-facing role such as customer success, support, service or sales, preferably in a B2B SaaS environment
- Proven ability to manage high volumes of tasks or customers while staying organized and efficient
- Experience using CRMs like Salesforce and automation tools to streamline work.
- Exceptional prioritization and time management skills
- Strong, empathetic communication, with an understanding of SMB customers’ unique challenges
- Positive, collaborative mindset, with the ability to navigate ambiguity and adapt to change
- Commitment to quality, even when performing repetitive tasks
Nice to Have
- Familiarity with sales processes or identifying upsell opportunities
- Knowledge of tools like Marketo, Outreach, or similar platforms
- Proactively incorporate AI tools into day to day work to improve productively and accelerate delivery
Work Arrangement
Remote (Worldwide)
Additional Information
- Travel & Team Engagement Expectations: This role requires up to 10% travel for team collaboration, customer engagements, and company events. As part of our commitment to building strong connections across our fully distributed team, attendance at our annual company offsite (typically held in Mexico) is expected.
