Requirements:

• Qualifications:
• 3+ years of experience in customer success, account management, or a related customer-facing role.
• English proficiency is essential. Mostly written communication is required, but the ability to jump on calls for presentations or onboarding is highly valued.
• Highly empathetic, resourceful, proactive, curious, and courteous to provide a support experience that is ?above and beyond? the typical helpdesk response.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Proactive problem-solving skills and a customer-centric mindset.
• Ability to work independently and drive projects to completion with minimal supervision.
• Multitasking skills - you feel confident juggling multiple types of tasks at a time.
• Persistence - you do not hesitate to write lots of follow-ups when potential clients are not answering, and you will continue reaching out to them until you get a clear yes/no response.
• Excellent organizing skills - you track each step in the system, always check that everything is done on time, never forget about clients and proactively follow them up, always put all the needed information into the needed folders/databases, etc.

Responsibilities:

• Key Responsibilities:
• Customer Support:
• Manage customer support queries via Intercom in a highly responsive way to increase customer satisfaction and unblock their usage of the platform.
• Develop resources, guides, flows, and automated help desk features to manage increasing volume of support as usage grows and ways to provide self-service cover during out-of-hours.
• Report back to the wider team on customer support metrics, trends, and insights to inform both business and product planning.

• Customer Onboarding:
• Lead the onboarding process for new customers and service partners, ensuring a simple and successful setup of Reach.ly and their first campaigns.
• Provide comprehensive training to new users, tailoring sessions to their specific needs and use cases.

• Customer Relationship Management:
• Develop and maintain strong, long-term relationships with key stakeholders in our larger customer accounts.
• Serve as the primary point of contact for customers, addressing support requests in a highly responsive way, resolving issues, and providing ongoing support.

• Product Testing and Knowledgebase:
• Ongoing testing of Reach.ly in a variety of platforms (including CRM and email senders) to identify how users can easily implement our product.
• Create help videos and articles for users to follow to minimize support overhead and increase customer self-sufficiency and satisfaction.
• Identify gaps in our product or implementation issues affecting onboarding, CSAT, and churn, and report these back to our product team in a measured and proactive way.

• Product Adoption and Usage:
• Monitor customer usage and engagement with the Reach.ly platform, identifying opportunities for increased adoption, setting up and reviewing product analytics tools.
• Proactively provide insights and recommendations to help customers utilize Reach.ly features effectively.
• Work closely with key customers to understand their business goals and objectives, ensuring Reach.ly aligns with and supports these goals.
• Collaborate with founders on key accounts to drive customer renewals, expansion, and customer advocacy.
• Gather and analyze customer feedback to inform product development and improvements.
• Collaborate with the product team to relay customer insights and feature requests.

Benefits:

• What we offer:
• Full-time job (8 working hours per day, 5/2).
• Remote work. You may be located in almost any country, just need a good Internet connection, a computer to work from, and the opportunity to adjust your working schedule for the team.
• Opportunities for professional growth and development as the first customer success hire in a fast-growth space.
• Stability. This is not project work, we consider only the candidates looking for a long-term commitment of 1.5+ years.
• Be a key player in launching a groundbreaking AI product into the market.
• Work closely with experienced SaaS growth professionals and learn from the best.
• Quick selection process.
• Salary will be discussed during the interview. Paid in USD.