Customer Success Representative SaaS Software

Summary

The customer success representative is the primary interface between our organization and our customers or partners. This person is responsible for handling telephone sales, processing all orders and handling all support requests and quality issues. A secondary responsibility is building and maintaining the house prospect list, via a combination of online and telephone research.

Reason why role exists

Your purpose is to minimize the friction between clients and production — making dealing with our company effortless for clients.

Areas in which you must produce results

Your responsibilities are to:

1. Make it easy and pleasant for our clients to transact with us

2. Process orders

3. Manage (and resolve) issues

4. Identify potential customers (prospects)

5. Discover the critical information about these prospects required to target them appropriately with promotional activities

You should process orders and support issues as rapidly and as accurately as is possible.

Areas in which you must exercise control

You must ensure that:

1. You assume full ownership of any quality issues

2. You case cycle times minimized

3. Your work is error free

4. Data quality is consistently high

5. Clients that are uncertain about what products or solutions are required to solve their problem, are escalated to sales manager

6. You do not pursue short-term sales results at the expense of longer-term client relationships

7. All client contacts are recorded — in real time — in CRM

8. Your relationships with other team members are productive and free from conflict

9. You engage in no behavior that is damaging to — or in competition with — our company policies

Metrics

Key performance indicator:

• Case cycle-time (relative to optimal range)

• Average daily Throughput (relative to optimal range)

• Utilization

• Opportunity lead-time

• Prospect queue size (relative to optimum)

Primary responsibilities

The greater proportion of your time will be spent:

1. Contacting prospective customers and partners and helping them transact with us.

2. Fielding calls and emails direct from clients and processing these orders

3. Processing issues of varying complexity (from billing to software functions to installation problems)

4. Proactively reviewing certain groups of partner accounts to ensure good product usage

In addition to taking inbound calls, will also be required to:

1. Create and close cases in CRM or appropriate EPR solution

2. Enter details into CRM

3. Generate case or order acknowledgement

We need intelligent, well-spoken people that enjoy learning software and helping people apply software to their business and financial situation.

College degree preferred, but not required.

This could be a College Intern position for those studying Accounting, Finance, Economics or Business.

All your information will be kept confidential according to EEO guidelines.

This is a part-time, contract position and you will be part of a small team.