Individual Customer Success
Philippines
Individual Customer Success /
Full-time /
Remote
As an ICS Rep, you will work closely with individual customers to discover their business needs and advise them on the best ways to use Badger Maps to achieve their goals and solve their challenges. Part coach, consultant and product expert, ICS Reps proactively reach out to customers to remove bottlenecks, ensure retention and seek upsales/upgrade opportunities. Additionally, you will handle inbound support calls, providing quick and effective solutions, and contribute to Customer Success projects to enhance the customer journey.
What you'll do:
- Work closely with individual customers and small teams to understand business needs and challenges, guide them through account set up/customization and training to ensure success with Badger Maps
- Reduce churn by managing existing customer relationships with strategic relationship building, outreach, and follow up
- Create customer value and loyalty, drive upsells/upgrades, and ask for reviews/case studies and referrals through onboarding, training, inbound support calls, and other Customer Success Initiatives, like Lead Generation
- Create and maintain internal and external Customer Success materials, resources, and processes
- Collaborate with cross-departmental stakeholders in projects to drive company revenue and advocate for customers with potential to create and lead your own impactful projects
What we're looking for:
- 3+ years of experience in customer facing role, including recent experience calling customers
- 1+ years in technical support
- Excellent English communication skills, written and verbal
- Ability to quickly learn and understand a new piece of software, along with all of its little quirks
- Prior experience using a CRM (preferably Close.io) and Zendesk
- Great troubleshooting ability and capacity to quickly understand the question a customer is trying to ask
- Someone with a positive attitude, able to follow guidelines (you will be supplied with clear examples and guidelines), and open to constructive criticism
- Cool to have: prior experience working for a SaaS (Software as a Service) company
Technical requirements:
- Ability to work full-time (40 hours a week), during United States-business hours and weekends
- Fully functioning computer, with webcam and a minimum of dual core processor and 8GB of memory
- High-speed and very stable Internet connection, with back-up internet solution
What we offer in return:
- Competitive monthly salary of PHP30k per month with sales incentive opportunities, base salary negotiable based on experience
- Permanent Employee Contract (with a probationary period)
- Work from home
- Vacation and Sick Leave credits, as well as 2 days of volunteering time-off per year
- Private health insurance after the probation period
- Night-shift Differential Pay
- A chance to make some serious impact and see every aspect of the business
- An international, diverse and great working environment at a tech startup
- A fun environment, with regular team events
