Job Description

Why PopCom?

 

We build software to revolutionize automated retail. We are a team that is highly passionate and enthusiastic about creating truly innovative ideas and developments that can help the business stand out against competitors in the greater industry. We are a small team where hard work, creative thinking, and tenacity are worth a whole lot. Everything you do will make a difference. You will directly contribute to the creation and growth of the business culture, offering ideas and practices that can help shape the working philosophy of the company. 

 

As the Customer Success specialist, you will help craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional teams  internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. 

 

What You Will Do

  • Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction

  • Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team

  • Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

  • Maintain existing customer success metrics and data as directed

  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them

  • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals

  • Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

  • Collaborate, problem solve, and/or strategize upcoming client meetings with team members

  • Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement

  • Work with the sales and marketing team to drill customer references and develop case studies

 

Who You Are 

  • 3-5 years of experience in communications, marketing, sales, account management, or customer success

  • Strong verbal and written communication, strategic planning, and project management skills

  • Analytical and process-oriented mindset

  • Comfortable working across multiple departments in a deadline-driven environment

  • Active team player, self-starter, and multitasker who can quickly adjust priorities

  • Bachelor’s degree

  • Knowledge of SalesForce and project management tools

  • Event planning experience a plus

 

 

What We Bring To The Table

  • With flexibility as a core value, and over three-quarters of the team working remotely permanently, PopCom employees are able to work from anywhere! (occasional travel is required)

  • Competitive salary and equity compensation packages

  • Generous and flexible time off policy

  • Monthly health & wellness reimbursement

  • A collaborative environment with opportunities for learning and growth

 

We strongly believe that different backgrounds and ideas are a competitive advantage; we hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. PopCom is proud to be an Equal Opportunity Employer. 


 

More Details
Employment Type: Part Time
Location: [REMOTE]
Experience Required: Entry Level
Date Published: 15 Feb 2021
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