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Customer Success Agent

Company: Boone Tavern
Location: Athens
Posted on: January 13, 2022

Job Description:

The Customer Success Team provides quality support to new and existing Seller Labs customers in a professional and timely manner via; chat, email, and phone. As a member of the Success Team, you will work closely with Seller Labs customers to understand their business and also how our products and solutions can best help them, given the challenges they must overcome to be successful.

You will build a strong understanding of all Seller Labs products, as well as a general understanding of the Amazon marketplace and industry. Customer Success Team members not only engage with our customers, and coordinate with other teams to fix and follow up on issues, they also aid in the collaboration of educational resources used by our customers (and colleagues) to better understand Seller Labs solutions.

This is mainly a customer-facing role. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills. Having a drive to immerse yourself in all things "Amazon Seller" (and Buyer) related, owning a passion for championing solutions that empower Sellers to "wow" their customers, and possessing a team-first mentality will make you a rockstar in this position. It is critical that our customers know where our product's value exists, how to capitalize on that value, and easily understand the path forward to success. As a Customer Success Agent, you help to deliver the answers to those questions and more!

What you'll do:

  • Work with new (first time users/customers), and existing Amazon Sellers, to ensure that they are utilizing Seller Labs software for their Amazon businesses in the most effective manner possible
  • Investigate and resolve customer inquiries regarding Seller Labs products and services
  • Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations
  • Interact with customers, management, and others teams to handle a variety of customer engagement, education, and support functions
  • Provide ongoing support to customers on website navigation and technical issues
  • Log all calls and support requests via Support tools and software
  • Manage pre-sale and post-sale engagements with accounts by serving as the primary client contact and advocate for day to day and escalated issues and request
  • Coordinate activities and provide updates to Success Manager on key accounts, initiatives and issues across internal business units
  • Establish and maintain customer satisfaction across accounts through both reactive and proactive client communications (chat, email, and phone), proactive client communications, along with issue remediation along and performance analysis

    Requirements
    • 1-2 years of Customer Support and/or Success experience is required
    • Previous experience in a SaaS environment is preferred
    • Previous experience in a past Customer Success role is preferred
    • Excellent in-person, phone and written customer communication skills
    • High-level of problem solving ability
    • Strong PC skills required, including use of standard MS Office applications; previous experience with ticketing systems, Intercom, & Google Suite a plus
    • Ability to manage time effectively and work independently
    • Ability to build credibility and trust by understanding and addressing customer requirements
    • E-commerce, Amazon.com (Seller Central), and general web technologies experience is preferred
    • Previous experience with internal project management tools such as JIRA, Trello, Aha!, or similar preferred
    • Previous experience with internal CRM tools such as Salesforce, SugarCRM, HubspotCRM, ZoHo or similar preferred

      Benefits

      There are many reasons to come work for us but we'll just list a few:
      • 401k
      • 70-80% employer-paid health coverage
      • Results Only Work Environment
      • Generous vacation policy
      • Monthly phone/internet reimbursement
      • Top-notch equipment (Standing desk options, MacBook, whatever will help you do your best work)
      • Awesome team building events!

        What does all that mean? It means we want you to be successful and fulfilled; to be happy and to grow. We are trying hard to be one of the best places to work in the world, and we pride ourselves on doing more for our people. We have some amazing people here and are excited to talk to you more about joining us. Are you ready?

Keywords: Boone Tavern, Athens , Customer Success Agent, Sales , Athens, Georgia

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