Vendasta is a certified Great Place to Work and Best Workplace™ for Today’s Youth and Women. Keep reading if you’d like to join us on our mission to support small businesses all over the world.
About the Job
A Customer Success Specialist will communicate with users through inbound calls, emails, and more to assist with product training and onboarding, sales plans and strategies, product updates and releases, general inquiries, troubleshooting, and more. Reporting to the Director of Revenue Development, you will work with our teams to set up our foundational products for success.
The impact you’ll have
Foundational products for the channel model:
Provide exceptional service and training to Vendasta’s support teams on new product development and features
Coordinate and pass along feedback from external stakeholders to product development and leadership if required, escalating issues as necessary
Utilize CRM tools and strategies, such as Zendesk, to manage interactions with customers
Be diligent in finding answers and keeping our support teams/stakeholders updated on bugs and other inquiries
Be the expert in foundational product offerings—providing information, strategies, uses, and more to the support team
Maintain product knowledge and awareness of developments to brief stakeholders about releases and updates as necessary
Work with the Success On-Demand team to develop plans and initiatives to drive partner success and platform adoption
Perform troubleshooting of the foundational products as necessary
Control traffic for product requests from our support team, ensuring all issues are passed off to the appropriate stakeholders and dealt with accordingly
Keep track of and document any churn feedback that may have come through support channels
CalendarHero for the inbound/direct model:
Evangelize product vision, present value propositions and educate prospects on the solution
Lead product demos and webinars to interested prospects, identify key decision makers and help close the deal
Answer prospects’ questions, pre and post-sales support via phone, email, Zendesk chat etc
Champion and share customer feedback with stakeholders to help ensure CalendarHero delights our users with the right solutions
The value you’ll bring
2+ years experience in customer service/account management
1+ year experience in technical customer support
Experience in supporting SaaS in a B2B environment considered strong asset
Phone and email etiquette, and the ability to speak and write clearly and accurately
Superior communication skills and team attitude
Ability to deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
Organized and attentive to detail
Ability to read between the lines – know how to answer the questions not being asked and identify opportunities
Action-oriented with strong organizational, analytical and problem-solving skills
About Vendasta
So what do we actually do? We create an entire platform full of digital products & solutions that help small to medium sized businesses (SMBs) have a stronger presence online through digital advertising, online listings, reputation management, website creation, social media marketing … and much more! Our platform is used exclusively by channel partners, who sell products and services to SMBs, allowing them to leverage us to scale and grow their business. We’re trusted by 65,000+ channel partners and 6 million SMBs worldwide!
Perks
Benefits – health, dental, life, and disability insurance, an employee assistance program (EAP)*, and $500 annual Health Spending Account. Premiums for health & dental insurance will be covered by Vendasta!
Vacation – Minimum 3 weeks paid vacation per year; uncapped sick time policy.
Employee Options Program – get in on Vendasta’s growth and success!
Sweet Eats – On site cafeteria with beverages & snacks all day and free catered lunch every Friday
Training & Career Development – Education reimbursement program, professional development plans, leadership workshops, mentorship program, and so much more!
Culture – comprised of our core values: Drive, Innovation, Respect, and Agility
Social Events – Ideas on Tap, ski trips, virtual talent shows, yoga classes, and more!
Giving Back – endless opportunities to take part in programs and initiatives that give back to the community we work in, including paid volunteer time.
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