Client Success Rep (remote/WFH)
Company: SmartEtailing
Location: San Jose
Posted on: June 25, 2022
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Job Description:
We have been voted one of Outside Magazine's Best Places to Work
for the past four years. SmartEtailing, founded in 1999, provides
comprehensive website and marketing solutions for North American
specialty bicycle retailers that drive sales and increase profits.
With SmartEtailing, a bike shop's website is transformed from a
passive advertisement to an interactive, content-rich marketing
vehicle that informs and sells to customers. Total Rewards and
Perks include: Comprehensive medical for employees and eligible
family members, dental, vision, 401(k) plan with employer match,
paid community service hours, volunteer match program, bike
incentive program, bike product discounts and more. We offer an
accrued Paid Time Off program of 14 days in a year as well as ten
paid holidays and one floating holiday. Employees are also eligible
for bonuses at the discretion of the company. This is an entry
level role and the hiring range is $19-23 an hour, depending on
experience and skills specific to this role. This role can be
either a hybrid position for Colorado candidates or a fully remote
position.This is an entry level role and works closely with clients
to build long term customer loyalty by responding to technical
software questions, client concerns and software enhancement
suggestions. This role is responsible for promoting customer
success by addressing the technical needs of our clients as they
relate to our software platform, the role of digital marketing and
eCommerce in their businesses. Our clients are generally specialty
retailers (mostly in the bicycle industry) but also include brands,
suppliers and other industry partners. We call this role Client
Success Rep because you will be key in the customer's success and
business success!What you will do: Customers will love working with
you! You will be busy working with customers to answer questions or
address issues, mainly by phone, email or chat.. This may include:
educating customers on our software and related applications,
troubleshooting technical issues, suggesting improvements and
selling upgrades. You may also assist retailers with the setup of
new websites using our content library and tools to build their
site.Promote customer loyalty to maximize retention. This may be
done through identifying potential red flags that may lead to
customer cancellation or participating in outreach campaigns to
encourage clients to adopt new software enhancements and marketing
best practices.You're good at documentation. This role includes
documenting all interactions in the CRM (our customer relationship
management tool). You're a team player and collaborator. This role
works with other team members to escalate issues to and to gain
knowledge of applications that integrate with our tools such as
Google Shopping, Google Analytics. We grow as a team. This looks
like joining in on department meetings to keep up to date with
current projects, initiatives and customer health; company meetings
to stay up to date with the direction of our company & industry;
and development meetings to learn about new enhancements to our
software. Travel to the Boulder area required at least annually for
team meetings.What you have done:
Keywords: SmartEtailing, San Jose , Client Success Rep (remote/WFH), Other , San Jose, California
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