Customer Support Analyst – Us Remote Jobs in New York

Experience/know-how of Apple products is mandatory

Remote work & location independence

Fluency in English is essential

You must be living in the US for a minimum of 1 year

Has any iOS device with the latest iOS version

Apple user - Your email address must be associated with an Apple ID

Manages and maintains system documentation related to system requirements, change requests, etc.

Responsible for the management of data dictionaries, data flow diagrams, etc. for all products and

Gathers, defines, and drives business requirements development

Ability to analyze quantitative and qualitative education data preferably utilizing SQL

Excellent organizational, oral presentation and written communication skills; including the ability to

Collaborates with system developers, clients, and user focus groups to ensure strong communication

Interacts regularly with management and department leaders.

Excellent written and oral communication skills

Fluency with Excel; VBA, database and other programming skills are a plus

1-3 years experience in Securitization at either: Sell side, Accounting or Rating Agencies

Able to influence peers and team.

Demonstrates good judgement when making decisions of high complexity and impact.

Documenting and reporting - helping to create knowledge content and internal processes

3+ years' experience in Product Support for external customers

Experience at a SaaS company preferred

Experience working on smaller teams with multiple, competing priorities

Experience with Salesforce and JIRA

Fielding inbound contacts for escalations via phone and email

5-7 years of customer success/account management experience

Management of existing customer relationships in order to drive execution of projects related to data services and advertising campaigns.

Stay up to speed on AdTech industry knowledge and the impacts on your accounts.

Remote opportunity, preferred locations: LA, NYC, Chicago

BS/BA or equivalent experience is necessary

AdTech industry experience is highly valued. Agency or digital marketing experience is also helpful.

Work closely with customer and product management to understand new requirements and upcoming product releases and new potential customer value opportunities.

Ideal candidate will have prior experience selling Contract Lifecycle Management solutions.

Understand the needs, requirements and/or pain points of the Customer and propose potential solutions.

Ability to identify & create new sales opportunities and manage complex sales cycles.

Experience in managing large Fortune 500 engagements.

Experience in managing enterprise accounts, generating pipeline to grow wallet share at customers, and revenue forecasts.

Manage customer support activity, including onboarding, providing ongoing support, including simple queries, client training and account setup configuration

Relentless improvement and monitoring of key customer success metrics to ensure we are providing a world-class customer experience

SaaS CS expert - proven experience and success in a Director/VP-level role within Customer Success (SaaS experience is a bonus)

CRM and CS tools - you have experience using tools to optimize customer journeys (we currently use Hubspot and Vitally)

Brand/Marketing/MarTech experience (it would make the learning of marketing lingo easier)

Managing onboarding, support, retention and upsell activities to maintain (and hopefully improve) our 115% net retention rate

Experience using JIRA and Confluence for project and knowledge management

Self-motivated and self-directed, creative and flexible, with excellent time management and organizational skills

Good skills and knowledge of facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency

YOUR EDUCATION AND BACKGROUND EXPERIENCE WILL INCLUDE:

Monitor and manage data quality

2+ years of relevant experience with:

Experience using JIRA and Confluence for project and knowledge management

Self-motivated and self-directed, creative and flexible, with excellent time management and organizational skills

Good skills and knowledge of facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency

YOUR EDUCATION AND BACKGROUND EXPERIENCE WILL INCLUDE:

Monitor and manage data quality

2+ years of relevant experience with: