Customer Success & Customer Engagement [Software Company]

ATTENTION: THIS ROLE IS FOR EXPERIENCED CUSTOMER SUCCESS PROFESSIONALS WHO LOVE SALES AND TALKING TO CUSTOMERS.... THIS JOB IS NOT SUITABLE FOR FIRST-TIME CUSTOMER SUCCESS APPLICANTS – PLEASE HAVE EXPERIENCE!


Days of Week: Monday – Friday
Company: PodPitch[dot]com

About Us:
At PodPitch, we're revolutionizing the podcast outreach and guest appearance process through innovative, data-driven solutions. We empower podcasters and guests to connect seamlessly, ensuring that every pitch counts. Join our dynamic team and be part of a company that's reshaping the podcasting landscape.
Basically: we are a software used by people who work in Public Relations to make their job easier with auto-pitching.

Position Overview:
We are seeking an experienced and enthusiastic Customer Service Agent with a strong background in sales to join our team. As a Customer Service Agent, you will be the first point of contact for our users, providing exceptional support and ensuring their success with our platform. This role requires someone who thrives in a fast-paced environment, enjoys solving problems, and is passionate about helping others while identifying upsell opportunities.



Key Responsibilities:

• Customer Onboarding: Conduct comprehensive onboarding calls with new customers to ensure they understand and can effectively use the platform.
• Personal Check-ins: Regularly schedule and conduct check-in calls with existing customers to ensure their continued success and satisfaction.
• Account Management: Help users optimize their accounts, including profile setup, settings configuration, and analytics understanding.
• Customer Success: Ensure customers are maximizing their use of PodPitch by offering tips, best practices, and proactive support.
• Sales Opportunities: Identify and pursue upsell opportunities during onboarding and check-in calls, contributing to the company's growth.
• Feedback Loop: Gather user feedback and share insights with the team to help improve our platform and services.
• Documentation: Maintain accurate records of customer interactions, issues, and resolutions.

A Day in the Life:

12:30 PM EST - 1:00 PM EST: Kick-off and Prep

• Log into the customer support dashboard and review your schedule for the day.
• Prepare for upcoming onboarding and check-in calls by reviewing customer accounts and notes.
• Check for any urgent customer issues that need immediate attention.

1:00 PM EST - 2:30 PM EST: New Customer Onboarding Calls

• Conduct 2-3 in-depth onboarding calls with new customers (30-45 minutes each).
• Walk customers through the platform's features, focusing on their specific needs and use cases.
• Set up initial account configurations and demonstrate best practices for using PodPitch.
• Identify potential upsell opportunities based on the customer's requirements.

2:30 PM EST - 3:00 PM EST: Follow-up and Documentation

• Send follow-up emails with resources and next steps to newly onboarded customers.
• Document key points from onboarding calls and update customer profiles.

3:00 PM EST - 5:30 PM EST: New Customer Onboarding Calls

• More customer onboarding


5:30 PM EST - 6:00 PM EST: Wrap-up and Planning

• Handle any urgent customer queries that came in during scheduled calls.
• Complete documentation for all customer interactions and update account notes.
• Prepare a summary of the day's activities, including key customer insights and sales opportunities.
• Plan and schedule onboarding and check-in calls for the next day.




REQUIREMENTS:

• Proven experience (2+ years) in customer service or support roles, preferably in a SaaS environment.
• Strong background in sales or experience in roles with sales components.
• Excellent communication skills, both written and verbal.
• Comfortable with live chat and video call platforms.
• Ability to multitask and manage time effectively.
• Tech-savvy with the ability to quickly learn new tools and software.
• Proactive and solution-oriented mindset with a focus on identifying sales opportunities.
• High-speed internet connection and a quiet workspace for video calls.

Why Join PodPitch?

• 13TH MONTH PAY: Yep, you'll get this too!
• Filipino holidays off: take time with your family
• PTO + Sick Days: We care about you!
• Innovative Environment: Be part of a forward-thinking company that's transforming the podcast industry.
• Growth Opportunities: We value personal and professional growth, offering opportunities to advance within the company, including potential transitions to full sales roles.
• Supportive Team: Join a team that values collaboration, creativity, and mutual support.
• Work-Life Balance: Enjoy a flexible remote work setup that fits your lifestyle.

If you're passionate about customer service, have a knack for sales, and are eager to make an impact in the podcasting world, we'd love to hear from you! This role offers excellent exposure to sales positions and can be a stepping stone to a full-fledged sales career.