Job Description

Location: Remote. Anywhere in the U.S.A.
Travel: 10-20% ( Approx 2 weeks of travel every quarter)

Responsibilities and Duties:

• Take over customer relationship as soon as the sales are closed/ contract is signed.
• Coordinate set-up requirements internally and with the customer.
• Complete software set up, onboard customers successfully.
• Provide training to the customer, and then hand over the customer to the customer support team for ongoing email and phone support.
• Maintain a relationship with the customer on a regular basis. Brief them of new features.
• Cross-sell and Upsell to the customer over time.
• Responsible for contract renewals.
• Own overall relationship with assigned clients
• Ensure retention and satisfaction of all assigned clients
• Aid clients in achieving their goals

Qualifications and Skills

• At least 2 years of experience in a customer success/ account management role.
• Must have worked in a SaaS company in any role/ discipline.
• Must have software setup, training and customer onboarding experience.
• Upsell customers to switch to higher software plans.
• Excellent computer skills, including Microsoft Office suite, Gsuite by Google, CRM like Hubspot/ SalesForce. You will also be using Excel, Word, Powerpoint, Google Drive, and e-mail.
• Prior project management experience. Ability to use modern project management tools.
• Experience with at least one of the following: Asana, Monday, Basecamp, Airtable
• Must have experience using customer support tools like Zendesk, Freshdesk, etc.
• Self-starter, Disciplined, and Organized to prepare, maintain, and update your own project plan, tasks, and reporting.
• Analytical
• Demonstrated ability to increase customer satisfaction
• Preferred prior experience in sales or a track record of achieving KRAs
• Associate degree or equivalent

Job Tags

Contract work, Remote job,

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