Customer Success & Support Representative

Are you passionate about delivering exceptional customer experiences? Do you thrive on building strong relationships and helping customers succeed? We're seeking a dedicated and enthusiastic Customer Success & Support Representative to join our dynamic team at Sock Club. If you're a proactive problem solver, an excellent communicator, and genuinely excited about ensuring our customers achieve their goals, we'd love to hear from you! Join us in making a meaningful impact as we continue to prioritize customer satisfaction and drive success together.

As a Customer Success & Support Representative, your role will involve direct interaction with clients such as Google, Amazon, and Tito’s; our client base spans from individual startups to global giants, encompassing industries as diverse as music festivals to healthcare. You'll provide support throughout all phases of our pipeline in the sales process. Additionally, you'll collaborate with our Operations and Product teams to enhance procedures and elevate the customer's journey. We're seeking an ideal candidate with superb communication skills, an inclination for collaboration, a results-driven mindset, and strong time management proficiency.

Responsibilities & Expectations:

• Enduring Client Satisfaction and Loyalty: Champion client relationships to ensure their ongoing satisfaction and loyalty, fostering a partnership built on mutual success.
• Support Across the Sales Pipeline: Assist Account Managers in guiding clients through various stages of the sales pipeline – from initial onboarding to production. Spearhead enhancements that streamline processes across all stages.
• Customer Feedback and Product Enhancement: Collect and share valuable customer feedback, partnering closely with our Product team to deepen their understanding of client needs.
• Onboarding of High-Value Clients: Facilitate the seamless onboarding of high-value clients, ensuring a smooth transition to our Account Management team by orchestrating onboarding sessions and overseeing timelines.
• Marketing Collaboration: Collaborate closely with our Marketing team to create, and/or maintain a range of sales collateral, including impactful presentations, design templates, one pagers, and case studies.
• Strategic Portfolio Development: Formulate and oversee the cultivation of client portfolios, fostering relationships built on trust and collaboration.
• Product Demonstrations and Communication: Conduct product demonstrations for clients, evaluate and improve tutorials, live chats, and communication infrastructure for clarity. Analyze data to refine the customer journey.
• Knowledge Base Cultivation: Cultivate a comprehensive knowledge base for both internal and external stakeholders, offering self-help opportunities that enhance efficiency.

Skills & Qualifications:

• Quick learner with the ability to solve problems independently
• Experience with CRM software (HubSpot knowledge a plus) and Zoom/video conferencing tools
• Excellent written and verbal, communication and interpersonal skills
• Strong attention to detail coupled with exceptional time management skills
• Bachelor’s Degree
• 2+ years of actively contributing to sales support and/or proficiently managing client accounts
• Self starter demonstrating ability to work in a fast paced environment where continuous innovation is desired

Benefits

• Unlimited PTO policy
• Health, dental, and vision benefits package
• Hybrid work week: In office Tuesday-Thursday
• Salary: $50,000 - $55,000
• 401K Match
• Casual and upbeat office environment

Unsure about your qualifications?

You should apply anyway!

LinkedIn examined their users' job search behavior and found that women are less likely to apply for a job that they aren't fully qualified for, while men will apply if they meet only some of the desired qualities.

Whether you fit into these two categories, or somewhere else on the spectrum, take a chance on that application. You may just be the perfect fit!

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