Job Description
A client of Insight Global's in the Esports industry is looking for a Customer Support Associate. Here's What You'll Get To Do:
-Lead retention efforts of a high-volume of customers season over season
-Teach our client's full product suite to our schools' coaches and players by helping them to successfully onboard and utilize those tools to address their goals and objectives
-Develop playbooks that drive adoption and success for our customers using customers': stories, goals, reasons for purchase, up-sell moments/behaviors, and churn reasons
-Maintain existing customers, negotiate renewal, and proactively mitigate churn
-Manage customer relationships, development of new processes, and their implementation.
-Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the user experience
-Support expansion of your accounts--identify opportunities, drive business outcomes, and ensure customers are successful in partnership with the sales and operations teams
-Articulate and drive customer use cases, customer value, and expansion while maintaining trusted customer advisor status
-Aligned with the cross-functional partners on business priorities, product roadmap, review services satisfaction, share usage patterns or insights, and identify product expansion opportunities
Required Skills & Experience
-3+ years of experience in a client-facing role, ideally inside sales or customer success
-Proven track record of achieving targets and goals, preferably in a sales setting, or managing large, complex projects or programs
-Polished composure, ability to communicate with executives, clients, stakeholders, educators
-Experience working within a technical product in the ed tech space
Nice to Have Skills & Experience
-BA/BS degree or equivalent
-Familiarity with Salesforce, Intercom, and other customer-oriented SaaS solutions
-Familiarity with Groove or ChurnZero or experience creating email campaigns
-Inside sales experience with a digital, tech, or SaaS product
-Professional experience in any of the following industries: gaming, technology, or edtech
-Passion for esports
-Willingness to work autonomously
-Must work within a team environment with sales and services peers
-Ability to navigate data and people to find answers
-The motivation and flexibility to work well in a high-growth environment where things change quickly
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.