Responsibilities
- Manage assigned accounts, especially in North America
- Onboard new users for assigned accounts by leveraging existing onboarding documentation and identify opportunities to optimize this process over time
- Deliver exceptional customer service as the first point of contact for all customer queries
- Respond to all queries in line with company KPIs
- Elevate the performance of existing users to achieve healthy platform adoption scores through proactive engagement and training
- Analyze user engagement metrics to identify gaps
- Provide solutions to drive adoption for clients and test new techniques
- Drive greater client engagement on the most relevant features/functionality for their specific business needs
- Manage upgrade/upsell conversations with clients
- Analyze and report on customer feedback throughout their lifecycle
- Document all communication with users accurately and in a timely manner in the CRM
- Manage escalations as appropriate with the internal team
- Monitor and report on the health status of all assigned accounts
- Assist with educational webinar series for end-users
- Collaborate with relevant departments to create workflows, develop knowledge bases, both internal and external
- Suggest improvements to the current processes to optimize them
Required Skills
- Excellent fluency in English - exceptional spoken and written, grammar as well as typing accuracy
- Bachelors degree or equivalent
- Strong project management and organizational skills
- High level self-motivation and enthusiasm
- Experience analyzing data and trends to identify growth opportunities
- Strong technical aptitude
- Proficiency in TEAMS and MS Office
- HubSpot/CRM proficiency will be a plus; otherwise, willingness to learn new systems quickly
- Basic proficiency with Microsoft Excel
- Familiarity with web-based platforms and tools
- Experience working both autonomously and in a team environment
- Ability to build authentic business relationships and resolve conflicts if they arise
- Flexibility and commitment to achieve successful outcomes
Requirement
Work From Home
Laptop will be Provide
Must Have Internet 50Mbps and Mobile internet for backup.
Office schedule: 7:00 am - 4:00 pm PH Time (Monday to Friday), with an hour of break and 2 separate 15-minute breaks.
Contract: Contractual 1-year co-term with the Client. But has the possibility of regularization.
Sal: 20A laptop + 2k internet and reimbursement
Yrs of experience 2 years
Or
Sal: 27k + 2k internet and reimbursement
Yrs of experience 3-4years
