Customer Support Rep
JOB DESCRIPTION
Process Power is seeking an exceptional & dynamic Customer Support Rep to own and nurture customer relationships.
WHAT YOU'LL DO
This role will be required to interface directly with customers via phone, email, web conference and sometimes in person to understand and help guide usage of our platform and data model to meet their business needs. Additionally, this person will be instrumental in up-sell/cross-sell opportunities. It is critical that the person in this role be a self-starter, a creative problem solver, strategic and be willing to go above and beyond for customer satisfaction. Experience with SQL preferred.
WHO ARE WE LOOKING FOR?
The right candidate for this role will have a passion for enabling customers, experience and a love for SaaS, demonstrable success in a similar role, knowledge of the digital landscape and a thirst to learn.
RESPONSIBILITIES
Own overall relationship with customers which includes: Onboarding, Increasing adoption, ensuring retention and satisfaction, managing risk.
Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services.
Develop, prepare, and nurture customers for advocacy.
Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals to provide ultimate value.
Work to identify and/or develop upsell opportunities.
Advocate customer needs/issues cross-departmentally.
Work as a team to build a world class Customer Success department
REQUIRED EXPERIENCE
You believe and will have no problem exhibiting our core values (Trust, Empathy, Courage, Accountability, Curiosity, WeNotMe, and Smile/Have Fun)
2+ years of experience in customer success or account management. SaaS experience a benefit.
Strong cross-functional partnership experience
Passion for helping customers and colleagues
Excellent verbal and written communication skills with the ability to document and communicate with internal and external resources
Exceptional attention to detail and ability to solve complex, interdependent problems required to ensure accuracy and effective execution of all projects and tasks undertaken
Highly organized with ability to effectively prioritize and multi-task
High energy and positive ‘can do’ attitude
WHAT DO WE OFFER
Work from our brand new office in Lower Dorcol with some of the most prominent Serbian tech companies.
We hire adults and treat them as such. We are less interested in measuring working hours and vacation time, and more interested in productivity.
You Control Your Own Destiny! The better you do in your role, the more career growth opportunities you create for yourself - get in at the ground floor of a true rocket ship.
Opportunities to learn from senior leaders that worked at companies like Google, Riot Games, TeleSign, Erasmus Network, and more!
Team-building events throughout the year.
We invest in professional and formal training.
Location
Dorćol, Belgrade, Serbia
Job Perks
Flexible working hours, work from home opportunities, and team building events.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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