Customer Support Account Manager, ContentCal

• 2+ years account management experience at a SaaS, technology or marketing services business including demonstrating software products for 12 months plus
• High level of knowledge about how businesses use social networks to promote their businesses, preferably hands-on account management experience in social media management, advertising or analytics
• Ability to understand and communicate technical concepts to different audiences
• Excellent communication skills, fluent in spoken and written English to a native standard, you are adept in high-pressure situations and aren't afraid of difficult conversations
• Results-oriented with a positive outlook and a clear focus on over-delivering on your targets
• Looking to join a fast-growing SaaS start-up and build some great client relationships? Read on....

Desirable

• Onboard customers to educate about the product from the point they have first paid ensuring that they activate the use of ContentCal and develop behaviours associated with gaining high value from our product and become loyal customers
• Find opportunities to develop usage of ContentCal within organisations and increase our average sales price/contract value with customers. Working with clients subscribed to our lower-priced plan, you will explore opportunities to upsell - either to larger plans or to take advantage of our bolt-ons
• Talk with customers by audio, chat and other channels to resolve issues and develop strategies to minimise these in future providing customer service yourself although not being first-line customer service support
• Be hands-on, working with our customers and internal stakeholders to create a best-in-class experience. Be the voice of ContentCal’s customers, representing their needs internally through methodical use of data and examples
• Using existing tech such as Intercom and HubSpot and embracing new technologies and methods to implement new processes to improve customer engagement
• A key opportunity is the personalisation of communications according to customer behaviour, known and predicted so experience setting up and managing data and technology for this purpose is preferred
• Overall you will be introducing, managing and optimising best practice customer success

• 1. Apply via Otta
• 2. Screen call with our Hiring Manager (30-mins)
• 3. Roleplay with a Q&A (60-mins)
• 4. Final Stage with our MD (30-mins)