Who you are:

You are a natural relationship builder

- You love learning new tech

- You work well independently and collaboratively

- You love using your expertise to teach, coach, share, and selflessly help others succeed.

- You have a sense of urgency, are conscientious, and have strong attention to detail and it's important to you to get things done, the right way.

- You thrive when you have a variety of tasks, projects, and challenges

- You have excellent written, verbal, and interpersonal communication skills with exceptional organizational skills.

- You effectively present information (live and or video) and respond to questions, and objections from customers, owners, executives

- You are naturally curious and a continuous learner

What you will do:

- Cultivate customer relationships as a trusted advisor in a professional consultative & courteous manner

- Take ownership of first-line, one-call resolutions via phone, chat, and email

- Achieves assigned goals for metrics via phone, zoom, live chat & email; first response times, time to close conversations, customer interaction scores & satisfaction, retention (churn), expansions, upgrades, and renewals by focusing on maximizing the customer experience with every touchpoint.

- Elegantly assist disruptive or upset customers ensuring that every experience is positive

- Provides knowledgeable insight into the products, assisting customers in need, by proactively identifying problems, and finding solutions in real time.

- Is an advocate for both customers and the company in identifying issues and promoting improvements (processes, product features, etc).

- Creating/updating processes to ensure the customer's overall happiness (quick effective responses, problem-solving, billing, coupons, updating communication materials, onboarding files/process, Jetpack university courses, product integrations, etc)

- Manages billing and refunds according to the company guidelines

- Increases revenue by adding user seat count with existing customers along with upgrading service packages (product tiers) and/or subscription plans

- Works on various special projects as requested.

- Analyzes data and reporting to improve productivity, processes, and responsiveness to customers

Mindset you will bring :

- A Passion for problem-solving

- Ambition & a high level of motivation to help customers succeed

- A willingness to contribute ideas, where the best idea wins out.

- Create a positive, upbeat, and encouraging environment

- Patience & empathy

- Someone who can live out our core values of

- Leave it better than you found it

- Stay on target

- Default to action

- And serve your team and customers with humility

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.