Customer Success Representative

OutboundEngine is a 100 percent done-for-you email, social media and content marketing platform that helps business owners stay top-of-mind with customers and prospects, and turn online engagement into revenue. The cloud-based product automates the delivery of timely, tailored e-mail, social and content marketing campaigns for a wide range of industries.

In the Customer Success Representative role, you’ll be responsible for consulting customers on the value of our email and social media marketing services and assisting them with technical questions via phone and email support. From onboarding to follow-up consultation to continued support, the Customer Success department works directly with our customers through every step of their relationship with the company. We’re a growing, dynamic department, so you’ll be expected to jump in and figure things out quickly. You’ll have to be insanely organized, detail-oriented, super nice, and excited to know you can make a very real difference every day in a rapidly-growing business!

* Consulting our customers to ensure their complete satisfaction and understanding of the value of the OutboundEngine product suite, focusing on customer satisfaction and a creating a long and happy customer lifetime * Assisting customers with technical questions and troubleshooting * Closing new revenue with existing customers by introducing new products and identifying areas of opportunity * Providing such good service that our clients recommend us to others in their industry * Working through multiple software platforms including but not limited to Excel, Salesforce, Zendesk, and Zuora * Representing the voice of the customer internally at OutboundEngine by taking feedback from the frontlines and sharing it with other departments * Stepping into different roles when the time calls to help our team provide an exceptional customer experience, such as: * Maintaining high customer satisfaction answering incoming support calls and cases and assisting customers with product questions * Guiding new customers through our email and social media marketing product and assisting them with the setup process * Recognizing churn risks and proactively working to eliminate them * Speaking with unhappy customers who are seeking to cancel and gathering as much information as possible prior to passing the customer to our Retention team

* Previous experience on a Customer Success team or other customer service team * Excellent communication skills — in both writing and speaking * Great attitude and a love for helping others succeed * Viewing every interaction with our customers as an opportunity for education and consultation * Knowing how to utilize teammates and resources to find the best solution to any problem * Ability to multi-task and work under pressure independently without constant guidance * Familiarity with LinkedIn, Facebook, and Twitter * Reliability--we want to over-deliver with any promise we make to a customer * Cool and calm demeanor when customers are neither cool nor calm * Unyielding resilience, strong work-ethic, and an innate drive for personal success * Creative thinking and the desire to improve processes and resolve inefficiencies * Excellent problem-solving skills; if you’re the go-to person in your current department for escalated or difficult issues, that’s a good sign * Experience with Excel, Zendesk and Salesforce is a plus!