You'll:

 

Become an internal and external go-to for our products and all sorts of Sales/Martech technology

• Mentor your team around best practices, strategy, and new technology


• Work with a diverse customer base on an ongoing basis, guiding, troubleshooting (sometimes in real time) and filing bugs as they arise, consulting customers of solutions and best practices


• Review and document integrations in production


• Strategize and implement with the team, constantly working toward building a world-class customer experience


• Proactively help support customers as opportunities are identified, sometimes before the customer even knows!

• 3 year experience in B2B SaaS Support


• Proven experience working with top customers navigating challenging situations


• Familiarity with Zendesk (automations, routing, guides, user permissions, etc) and working with SLAs


• Familiarity in CRM, Analytics, Segmentation, or Personalization solutions


• Experience mentoring junior support staff


• Understanding of basic website development (html, css, js)


• Experience working directly with customers and is driven by delivering exceptional customer experience


• Comfortable in ambiguity and self sufficient in trying to find the solution


• Problem-solving ability, customer centric outlook and excellent communication skill


• Experience working with cross-functional teams (Sales, Marketing, Product)


• Bonus Points if you're familiar with industry standard marketing and sales solutions or concepts - Google Analytics, Adobe Analytics, Optimizely, Marketo, Pardot, Hubspot, Eloqua, targeting, personalization, analytics, etc, have completed Salesforce Trailhead training or if you're familiar with ticketing systems like Zendesk, Asana, or Jira.