Customer Experience Specialist II
Remote - PhilippinesFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years of experience in a customer-facing role, including recent experience in account management 1+ years in technical support
- Required Skills
- Account ManagementTroubleshootingTechnical supportCRMSaaSZendesk
Requirements
- 3+ years of experience in a customer-facing role, including recent experience in account management
- 1+ years in technical support
- Excellent English communication skills, written and verbal
- Ability to quickly learn and understand a new piece of software, along with all of its little quirks
- Prior experience using a CRM (preferably Close.io) and Zendesk
- Great troubleshooting ability and capacity to quickly understand the question a customer is trying to ask
- Someone with a positive attitude, able to follow guidelines (you will be supplied with clear examples and guidelines), and open to constructive criticism
- Prior experience working for a SaaS (Software as a Service) company
Responsibilities
- Partner with small teams to understand business needs and challenges, guide them through account setup/customization and training to ensure success with Badger Maps
- Proactively manage relationships through strategic outreach and follow-up to reduce churn and grow account value
- Create customer value and loyalty, drive upsells/upgrades based on the customers' needs, and ask for reviews/case studies and referrals through onboarding, training, and other Customer Success Initiatives, like Lead Generation
- Create and maintain internal and external Customer Success materials, resources, and processes
- Collaborate with cross-departmental stakeholders in projects to drive company revenue and advocate for customers, with the potential to create and lead your own impactful projects
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