A bit about us
Remotebridge helps global startups hire best-in-class GTM talent globally. We’re a fast-growing US-based augmentation company, laser-focused on post-sales roles in the world of SaaS. We hold ourselves and the people we bring onboard to highest levels of accountability to deliver exceptional client experience and exceed performance expectations. We're meticulous, take ownership of what we do, and work with speed and highest levels of accuracy. We're not a family but a group of professionals working towards nothing short of winning every day and have zero tolerance for professional immaturity – we absolutely mean it! If this sounds intimidating, we're probably not a right fit but if it aligns with your understanding of excellence, let's talk!
Role Overview:
As a Customer Success Support / Implementation, you will play a crucial role in the onboarding and implementation process for our customers. You will work closely with Customer Success Managers (CSMs) to execute tasks that ensure the customers successfully adopt and utilize the product.
Product Overview:
Our client's SaaS product is the first autonomous revenue orchestration platform purpose-built for SMB-sized revenue teams. The platform orchestrates metadata from sales enablement tools, B2B intent, and enrichment tools to identify, track, and connect with website visitors who are ready to convert. By automatically aggregating data and integrating insights from various platforms, the platform orchestrates the most effective next step to drive qualified conversations for the sales team.
Key Responsibilities:
- Execute implementation process based on the requirements defined by CSMs
- Handle bug fixing and technical issues to ensure a smooth customer experience
- Implement product setup and configuration based on customer needs
- Collaborate with CSMs to deliver exceptional customer outcomes
- Maintain detailed records of customer interactions and solutions provided.
- Quick learner, comfortable with owning processes + referencing playbooks to figure out answers and workarounds
- Be an immediate line of defence for customer queries
- Take over running the QA process
- Structure bug + customer reports in ways that are detailed and robust
- Respond to customer queries in a timely and accurate way, via phone, email, or chat
- Identify customer needs and help customers use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share it with our Product, Sales, and Marketing teams
Minimum Requirements:
- At least 2 years of experience
- Experience using Slack is required
- Experience with learning SaaS tools quickly
- Experience using Notion, Asana, and Intercom is highly preferred
- Quality Assurance (QA) work for software products is highly preferred
- Have a fast and reliable internet connection
Qualifications:
- (Preferred) Bachelors degree or above in Computer Sciences, Engineering, or Marketing
- You're an intellectual powerhouse with strong problem-solving abilities
- You demonstrate a high level of care and attention to detail in all tasks
- You're known for your exemplary work ethic (non-negotiable)
- Quick learner with the ability to pick up new concepts rapidly
- Excellent English communication skills, both written and verbal
- Ability to work effectively in the Eastern Time Zone
Why Join Us:
- Be part of a massive opportunity - we've just scratched the surface
- Opportunity to work in a fast-paced, dynamic environment
- Play a key role in scaling our customer success efforts.
- Highly competitive salary, benefits, and equity options
Note:
We appreciate everyone’s interest in applying at Remotebridge and we try our best to respond to all applications. Please bear with us as we work our way through the application process
