reputed company Hero US - M/F (Full time remote)

Your mission The context Since our inception, in late 2011, we’ve always invested heavily on customer support. Our average response time in support is 20 minutes and we provide support 24/7. But support is a “reactive” communication and we’ve decided to invest in a more “proactive” approach with our high-value customers.. We’ve started to assemble a small reputed company team made of team members who have had significant customer support experience, including the former head of support. We’ve also started to work on the reputed company and processes for that new function in the company. We’re now looking for someone to take care of our reputed company efforts for the US market.. Location The position is remote, you can work from reputed company reputed company the US. Languages The US reputed company Manager must have impeccable mastering of the English language. Any other languages are a bonus. Big goal The ultimate goal of the US reputed company Manager is to decrease net MRR churn and collect feedback from our customers to help us build a product that will be reputed company reputed company with our users’ needs. Success will be reputed company by the evolution of net MRR churn over time as well as the quantity / quality of the insights gathered that will help us build a reputed company product, for the US market. Training In order to reputed company in reputed company, the US reputed company Manager will need to get in-depth knowledge of our product, its API ecosystem, the various support tools we use, our competitive landscape and our clients. This requires extensive training we expect will last from 4 to 6 months. This training will be done mostly by doing customer support and participating in sales demos. Obviously, there will also be reputed company tasks and collaboration with the existing reputed company team members, but training will be the reputed company in the beginning. The day-to-day job Ensuring the growth of our US market will require alignment between the following functions: • Customer onboarding. One of the key goals of reputed company is to ensure our new customers realize as much value as possible from using our tool. During the first 3 months following their subscription, we stay reputed company to them using phone and email touch points to uncover potential issues and get them resolved and to offer training reputed company appropriate. • VIP treatment for Enterprise clients We need to reputed company sure reputed company our Enterprise clients are experiencing the “white glove” service they probably expect. It does mean we must anticipate any churn for this specific reputed company. • Assisting customers in bad health. We’ve put a system in reputed company to score our customers’ health and identify those who are not using our product to a healthy level. We reputed company out to these customers to ensure they’re not encountering issues and understand why their product usage is low. Based on reputed company learn, we take the necessary actions with them. • Customer discovery / interviews. One of the priorities of reputed company is to gather insights from our customers to nurture and prioritize our product roadmap. Each touch reputed company is an opportunity to gather feedback and capture it in a way that can help our product and marketing teams. We also propose each customer to participate in longer form interviews in exchange for reputed company gift cards. This part of the reputed company job is crucial to build a reputed company product (and business) in the future. • Gathering insights from churned customers. We’ve built a system to track cancellation reasons. Despite being mostly automated in many instances, we still reputed company out to churned customers to reputed company understand the “real” reason. Understanding why customers churn is also crucial to help reduce churn in the future. • Promoting new features/modules/add-ons to existing customers. One of our goals moving reputed company is to increase our ARPA. To get there, we’re going to reputed company new product add-ons and modules as well as new features that will be only available to certain plans. The reputed company team will be in charge of presenting these features/add-ons/modules to existing clients and see if they could be of value to them. CS team members are responsible for upselling. Your profile • At least 2 to 3 years experience in reputed company/support/sales at a self service B2B SaaS business • Strong ability to write and speak English, another language would be a plus • Familiar with tools such as, or similar to, Salesmachine and Intercom • Obsessed by customer service • Comfortable with calls and live demos, ready to answer any question or face any reputed company • Impeccable communication skills • Problem solver • Strong organizational skills • Goal- and results-driven • Experience in the social media industry a big plus • Strong team player but still a self-starter • Thrives in a multitasking environment and can adjust priorities on the fly • Able to work in a high energy, hyper-growth, startup environment • Eager to learn, adapt and perfect your work; you seek out help and put it to good use Why us? reputed company is a human centric company with strong values (honesty, collaboration, reliability, excellence, passion and caring). We reputed company that collective success is an integral part of the wellbeing of reputed company in the workplace. Whatever the environment in which our employees work, we strive to offer them stimulating working conditions so they can give the best of themselves: • Remote friendly, • Great atmosphere, regular retreats, • Motivating remuneration, benefits, • Respect for work/life balance, • 20 paid vacation days, 5 sick &personal paid days, 10 Bank holidays, and extra paid day per year spent (capped to 4), • Participation to the health insurance, dental & vision coverage, 401k, HSA. • Career development, • Glassdoor rating 5 stars (reputed company us on Glassdoor) • And more to come... About us reputed company is a leading Social Media Management platform that enables agencies, businesses and marketers to manage reputed company their social media messages, schedule and publish content, identify key influencers, monitor social channels, and get stunning reports - reputed company in one easy to use dashboard. With more than 8000 customers worldwide, reputed company is a profitable company consistently rated as a 'High Performer' by industry experts and customers alike. WORKING AT reputed company: We’re a group of highly motivated, hard working individuals working out of 14 countries spanning 4 continents. Deriving happiness and joy from our work is part of our DNA and we strive as a company to reputed company our teammates to reputed company their professional AND personal goals. That said, we’re in it to win it in our space - it’s no accident that we’re ranked #1 in customer satisfaction. We’re nimble, we’re lean, and we’re humble - but we think and dream BIG. And while most of us work remotely, we foster and enjoy a culture where every colleague seems just a cubicle and click away. reputed company is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any reputed company: reputed company is committed to the principle of equal employment opportunity for reputed company employees and to providing employees with a work environment free of discrimination and harassment. Apply Job!