Responsibilities:

• Provide customer support, ensure customers are responded to quickly and ensure the highest customer satisfaction
• Advise customers on business process enhancements based on best practices, business knowledge, and visibility into current vs. future state product capabilities
• Partner with Account Management, Product Management, and Client Care teams to ensure client success & return on investment
• Provide leadership and help build a customer support team as we grow and scale our customer base
• Pursue ways to optimize product and processes to improve outcomes and ease of use for clients
• Create customer support KPIs and track adherence
• Develop subject-matter expertise in our video platform
• Identify, plan, and execute on key strategic goals while ensuring smooth day to day operation of solutions

Requirements:

• 3+ years of experience in customer support
• Experience in a managerial support role managing customer support team members
• Ability to communicate effectively in and across teams; must possess strong verbal, written, and interpersonal communication skills
• Ability to look at large amounts of customer support data and make recommendations
• Ability to diagnose and solve client needs
• Ability to quickly build credibility with customers
• Track record of results-oriented achievements and successful strategy execution
• Bachelor’s degree required
• SaaS industry experience is required