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November 19, 2019  
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Simplr - Sr. Specialist - Account Manager / Customer Success

Position Description

Sr. Simplr Specialist - Account Manager / Customer Success


Job Description Summary


As a Simplr Account Manager, you will be responsible for managing Simplr's relationship with some of our largest and most important clients (referring to them as Simplr Partners). You will be part of the broader partner success team that aims to delight Simplr Partners on a daily basis. This role is critical in ensuring that these Simplr partners successfully onboard and implement the Simplr platform, ramp up quickly and are incredibly happy with their Simplr service!


OVERVIEW:


We all interact with some form of customer service every day, whether it's buying coffee, returning that shirt that looked a lot cooler online, or trying to reset the password you never remember. You know the difference between great and bad customer service, but did you know that customer service is actually a $100 Billion industry that's ripe for disruption?


Yup, and Simplr is leading the charge. We want to empower smaller businesses with top-notch, U.S.-based customer service that is completely scalable and super cost competitive. And we need your help to make it happen.


We're looking for highly-motivated self-starters to join our Founding Team. We may be just getting off the ground, but don't worry. Simplr is backed by some seriously heavy hitters, including two leading private equity firms and its parent company, Asurion, which currently serves 300M+ customers and is consistently awarded Great Place to Work and Top Work Places nods.


Our ideal teammate works hard, is a quick thinker and has unbridled enthusiasm for pleasing people. If you're looking for an adventure where you can learn and grow from the best in the industry, this is the place for you!


JOB RESPONSIBILITIES:


As a Simplr Account Manager, you will be responsible for managing Simplr's relationship with some of our largest and most important clients (referring to as Simplr Partners). You will be part of the broader partner success team that aims to delight Simplr Partners on a daily basis. This role is critical in ensuring that these Simplr partners successfully onboard and implement the Simplr platform, ramp up quickly and are incredibly happy with their Simplr service!


YOU'LL:


Be the 'face of Simplr' for Large and Enterprise level partners


Own a majority of the Partner's customer journey from the onboarding process to managing and maintaining the partner relationship


Respond to Simplr partner's questions about our service


Act as the middle-person to support organization to ensure partner escalations are resolved in due time


Work to grow the existing book of business with the partner


Create new knowledge base articles, emails, and newsletters to help Simplr partners get the most out of our service


Help in creating automations that help reduce your workload and make your life easier when necessary (i.e, partner communication, conversion tracking, email)


Conduct monthly review/pulse check calls sessions via video conference and in-person meetings


Provide recommendations on eliminating problematic trends within Simplr


Liaise with other department functions, such as marketing, product management, and engineering on the needs of the partner, while taking into account demands of your teammates


Have an opportunity to learn how how Simplr operates from the ground up and make an impact on the future of the company!


WE'RE LOOKING FOR PEOPLE WHO:


Have a Bachelor's Degree or equivalent time of work experience.


At least 1-2 years of relevant experience in managing medium to large clients


Unbridled enthusiasm for going above and beyond to delight clients


More than comfortable in leading and running presentations to different audiences in various formats - calls, video conference, in-person


An enthusiastic 'roll up your sleeves' mentality to do whatever it takes to execute on projects


Self-motivated and can work independently in a scaling and fast changing environment.


Have a very likeable personality


An analytical mindset with a keen focus on metrics and quantifiable outcomes. Ie. Can measure and understand KPIs and communicate them clearly to both clients and teammates


Can edit existing writing or create from scratch with input from stakeholders.


A passion for customer service a.k.a. the 'make people happy' gene


Are flexible and have a keen eye for detail in your work - making sure all the boxes are checked, even the ones that can't be seen sometimes


Can proactive create more efficient processes or automations that can help reduce mundane tasks to give time on other aspects of the business


NICE TO HAVES:


Experience in working with e-commerce and/or SaaS companies


Experience in working with enterprise level companies


Experience working with marketing tools like Hubspot

'Nice to haves' are actually just nice to haves. It's okay if you don't have these skills, and we're happy to help you learn some of them!


COR00101 | Nashville | Tennessee | US | 2019/10/17



Additional Information

Employment Type: Full-Time    
Position Location: Nashville, Tennessee


Apply For This Job: Simplr - Sr. Specialist - Account Manager / Customer Success


 

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