Hi there! We are Jules and our client is looking for TWO (2) Customer Success Specialists! Note to Applicants: Eligibility: This position is open to candidates residing in Latin America.
Application Language: Please submit your CV in English. Applications submitted in other languages will not be considered.
Professional Presentation: We encourage you to showcase your professional experience by including a Loom video in the application form. While this is optional, candidates who provide a video presentation will be given priority.
About the Company: Our client is the online M&A platform for buyers and sellers of SMBs (small to medium-sized businesses). Their mission is to unleash the potential of private capital markets for the benefit of all entrepreneurs. To pursue this mission, they have built a pioneering digital transaction marketplace that radically improves the speed, confidentiality and success rates of small business M&A transactions. In 2022, over 9,900 SMBs pursued M&A via the platform, leading to over 600,000 connections.
What will you be doing? The go-to-market (GTM) team is a sales and customer success organization, focused on winning new business and growing existing relationships across the "sell-side" (investment banks, M&A advisors, business brokers, and business owners) and "buy-side" (private equity, family offices, corporate development, independent private equity sponsors & search funds). The team comprises sales and customer success professionals responsible for their patch of prospective and/or existing accounts.
As a Member Success Specialist, your main objective on the GTM team is to deliver top-of-the-line customer support to our members for various needs related to our client's products and services. You will also be responsible for proactive outreach to our client's members whose usage of the platform is waning or from whom we require additional information.
The path to individual outperformance in this role is unlocked by mastering the ins and outs of our client's product and the talk tracks that let you effectively communicate our value proposition with members. You will be actively trained, developed, and coached in these areas.
Responsibilities: Deliver on a number of customer support responsibilities, including but not limited to: Help requests via phone and email: 30+ connected calls a week; promptly responding to member inbound requests via email; closing out cases in Salesforce; launching email campaigns to improve our Member's usage of the client's platform. Reporting common product and service complaints to the appropriate owners. Managing deal approvals and deal submissions. Salesforce admin processing. Proactive member outreach to drive improved platform usage. The bulk of your time will be spent interacting with members via phone and email as well as processing member requests in Salesforce, in the application, and via email. The remainder of your time will be attending and participating in regular internal meetings and owning ad-hoc member support-related tasks as they arise. Qualifications: 1-3 years of customer support experience. 1-3 years experience speaking directly with customers over email and on the phone (both phone and Zoom video conferencing). Excellent English language written and verbal communication skills. Strong interpersonal skills. Highly responsive and organized. Tech savvy, detail-oriented, and flexible. Positive and professional work attitude. Loves connecting with people and has a solid track record of strong relationships. Prior experience utilizing Salesforce is a nice-to-have, not a requirement. Must be able to work East Coast hours (M-F, 8:30am - 5:30pm). If this opportunity sounds good to you, send us your resume!
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