Role Details
Type of Support: Omnichannel (Email, chat, phone, video conference)
Contract Type: Full-time
Training Schedule: Monday - Friday, 8:00am - 5:00pm BR Time | Weekends off
Work Schedule: Monday - Friday, 9:00am - 6:00pm BR Time | Weekends off
Work type and Location: Remote | BR
Start Date: November 7th, 2024
About Us
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.
We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.
The Role
The individual filling this role will be an important support team member, supporting one of our largest partners and their fintech applications and platforms as an Account Manager. A successful candidate will be able to demonstrate exceptional customer service skills, adapt quickly to incoming, outgoing, and pre-scheduled customer and user inquiries, and embody our commitment to deliver best-in-class account management. This candidate must earn the trust of our partner, who offers an expense management system for B2B business use partners. This candidate will be expected to interface and work collaboratively with our program leadership, partner mentors, and success teams and directly interface with their designated book of business in order to offer the best service, engagement, and retention possible.
What You’ll Do:
- Own and communicate proactively with a designated book of B2B clients to ensure all their needs are understood and addressed.
- Schedule regular account reviews and sync with designated B2B clients through video conferences or phone calls.
- Provide strategic support to assigned B2B clients to drive retention by ensuring optimal account setup.
- Identify and mitigate any risks of churn.
- Collaborate with various internal departments to ensure they fulfill all customer requests.
- Resolve complaints and keep track of all processes related to the client’s needs.
- Act as the client’s representative to ensure their demands are met with a focus on improving customer experience.
- Collect and analyze data concerning consumer behavior to understand changing needs.
- Respond to account owner inquiries and provide accurate, satisfactory answers.
- Follow policies, procedures, and escalation workflows to ensure an effortless experience.
- Attempt to de-escalate situations involving dissatisfied account owners, offering assistance and support.
- Document and report client feedback and insights to improve the partner’s product and customer experience.
- Guide account owners and users through platform troubleshooting and navigating the partner’s resources.
- Maintain essential program knowledge critical for the partner and their clients.
- Occasionally work additional hours to accommodate program-related meetings, requests, or training.
- Achieve and maintain program performance by meeting or surpassing key performance indicators and metrics.
- Perform project duties and tasks within your skill and expertise level as assigned by program management.
- Flex between program duties and provide ad hoc support for specific projects, products, and queues as needed.
What We Expect From You:
- Usage of your own equipment
- B2B account management experience is highly preferred with the ability to achieve and maintain required key performance indicators including attendance, proactive engagement or outreach, inbound handle times, etc.
- Passionately care about SaaS product support and account management and the role it plays in making a customer-centric team successful
- Awareness to prioritize customer impacting issues and to know when something requires key stakeholder visibility
- Confident and collaborative communicator with contact center, telephony support, or account management experience
- Heavy reliability on people skills and proficiency for problem-solving
- Ability to maintain composure and focus under pressure
- Strong understanding of service level expectations without compromising the customer experience
- Excellent multi-tasking and time management skills; Punctuality and adherence to schedule experience preferred
- Infectious ambition, positivity, and engagement, and the desire to provide support to software users within the financial space and industry to drive service and retention of B2B clients
- If telecommuting, the workspace must meet work-from-home requirements and be a designated, private, and PCI compliant workspace. High speed/broadband internet access is required
- 2+ years of experience working in a contact center, account management, or telecommunications environment
- Experience supporting SaaS products, particularly those involving fintech or B2B services
- Previous work experience at a startup or new business venture
- Proven ability to demonstrate flexibility, agility, and compromise for newly launched products and teams
- Helping others in times of need comes second nature
Bonus Points:- 2+ years of experience working in a contact center, account management, or telecommunications environment
- Experience supporting SaaS products, particularly those involving fintech or B2B services
- Previous work experience at a startup or new business venture
- Proven ability to demonstrate flexibility, agility, and compromise for newly launched products and teams
- Helping others in times of need comes second nature
What You’ll Get In Return:
- Remote work setup
- Competitive Base Salary
- Generous paid vacation
- Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
- Access to free posture-based fitness workouts from home paid Sabbatical Leave
- Training opportunities provided by PartnerHero and outside entities
- 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.
- Care for others - Cooperate, empathize, and seek opportunities to put each other first.
- Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
- Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
- Take ownership - Doing the right thing should come naturally.
- Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues
PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].
PRIVACY NOTICE
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