Customer Service Generalist, Exclaimer
US, PST
More information about location
2+ days a week in office
Professional email signature solutions
Job no longer available
Professional email signature solutions
201-500 employees
Job no longer available
More information about location
2+ days a week in office
201-500 employees
Company mission
To provide world-class on-premises and cloud-based email signature software and solutions for Microsoft 365.
Role
Who you are
- At least 2 years’ experience in Sales Admin/customer services role in an IT/SaaS environment
- Intermediate to advanced skills in Excel, Word and Outlook
- Attention to detail and numerical accuracy
- Strong communication skills, written and verbal
- Self-motivated team player with a ‘can-do’ attitude
- Ability to manage competing priorities and deliver to deadlines
- Experience with Salesforce CRM is advantageous
What the job involves
- You will be responsible for processing all incoming subscription management cases to our CRM quickly & efficiently adhering to the defined processes
- Equally you are responsible for maintaining the CRM system to ensure it reflects accurate client data at all times; carrying out basic administrative tasks to support the wider Sales, Customer Success & the rest of your colleagues in Exclaimer Desk and Customer Teams
- This role is responsible for providing exceptional customer service support to clients by efficiently managing customer inquiries
- Respond promptly and professionally to customer inquiries received via cases
- Adhere to strict response time KPIs for all case interactions
- Manage billing changes, inquiries, and disputes related to customer accounts
- Process subscription changes (cancellations, transfers, ownership changes)
- Manage billing changes for Resellers/Distributors
- Preparing renewals quotations, usage reports as requested, and follow-up in auto notifications
- Provide our customers a seamless and positive renewal experience
- Identify any potential upgrade opportunities and share with Customer Success
- Collaborate with Credit Control to investigate invoice queries and outstanding payments
- Assist in resolving invoice discrepancies and payment issues
- Create and manage Credit Rebill requests on behalf of customers
- Ensure CRM data accuracy by merging accounts, updating customer details, and maintaining accurate records of all customer interactions
- Reporting To: Lily Blanchet
Our take
Exclaimer is an email signature management platform, capitalising on the fact that despite competition from communication companies like Slack, the majority of businesses still work with traditional email technology like Outlook for internal communications.
With email and intranet systems entrenched in both legacy and startup companies, Exclaimer has a market built into its Microsoft and Google-compatible software. It has also capitalised on the use of personalised signatures and brands for email marketing and data collating, with customers including the likes of Sony, Bank of America, and the BBC.
Exclaimer’s USP is its easy-to-use design tools that allow businesses to create and tailor for team-specific purposes their own footers through a centralised dashboard. With substantial funding awarded in 2020, Exclaimer continues to develop its product suite for the cloud and expand its global footprint, thus keeping up with younger competitors.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (2 rounds)
Dec 2020
$133m
GROWTH EQUITY VC
Dec 2016
$30m
GROWTH EQUITY VC
Total funding: $163m
Company benefits
- Join a fast-growing SaaS company
- Work in an exciting, collaborative environment
- Hybrid/remote working
- Casual dress code
- Flexible Schedule
- Paid Time Off
Company HQ
Farnborough, UK
Articles
Leadership
Marco Costa
(CEO, not Founder)Previously Advisory Board Member at Startup Portugal, COO at Talkdesk, CEO at TIMWETECH and Co-Founder at Coimbra Genomics.
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