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Customer Engagement Specialist

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As a Customer Engagement Specialist, you will work with our small customers throughout their post-sales journey to make sure they’re successful with Articulate. You will assist Account Executives and Customer Success Managers to respond to and execute requests from existing customers to renew or expand their current subscriptions.

Position: Customer Engagement Specialist (Customer Service - After Sales)

Location: Chile

Work Type: Remote

Start date: December 16, 2024

Company: Articulate develops e-learning software, content, and resources that change the way the world learns. More than 120,000 organizations worldwide, including all 100 of the Fortune 100, have created millions of courses using our online training platform, Articulate 360. With Articulate 360, e-learning developers get everything they need to create courses for their learning management systems, including the award-winning authoring app Storyline 360.

Responsabilities:

As a Customer Engagement Specialist, you will work with our small customers throughout their post-sales journey to make sure they’re successful with Articulate. You will assist Account Executives and Customer Success Managers to respond to and execute requests from existing customers to renew or expand their current subscriptions. You will work closely with Account Executives and Customer Success Managers to respond to customer inquiries, provide pricing based on customer contracts and gather all necessary information to fulfill customer requests and execute orders.
The Customer Engagement Specialist is passionate about providing an outstanding experience for our customers while delivering revenue for our business in a fast-paced, High-volume environment.

● Manage all revenue-related post-sales activity for Articulate’s transactional customers
● Collaborate with AEs and CSMs to manage a pipeline of transactional expansion and renewal opportunities
● Effectively prioritize & manage a high volume of customers to ensure on time renewals
Assist existing customers with requests to add products to their current subscription
● Increase customer retention and incremental revenue across assigned book of business
● Leverage Articulate’s customer Community and other technology to effectively engage and manage customers
● Maintain accurate and detailed notes of customer activities in Salesforce
● Maintain coverage of inbound customer communications via email, incoming phone calls and live chats during business hours
Work collaboratively with other Articulate teams across sales, support, order management and product to deliver an exceptional customer experience
Empower customers to self-serve by guiding them to relevant help documentation, tutorials, and resources.
● Function as a customer advocate and provide internal feedback on how 360 can better serve our customers
● Collaborate with leadership to improve SMB customer journey
● Actively participate in all enablement and training activities as assigned
● Other customer success duties as assigned

Qualifications/Skills

  • 2+ years experience in a high-volume, customer-facing role, preferably in a sales, customer success or customer service capacity
  • Experience working in a technology-assisted environment (SaaS Company preferably)
  • Strong verbal and written communication skills in the English language.
  • Familiarity with common support tools and platforms, such as CRM systems, ticketing systems, remote desktop software, etc.
  • Solid computer skills, including experience with core sales tools such as Salesforce, ZoomInfo, Outreach, and LinkedIn.
  • Familiarity with the e-learning space and the product offerings for authoring tools and learning management systems
  • Fundamental understanding of sxales development and order processing best practices
  • Experience working in a remote environment
  • Naturally curious with excellent critical thinking skills
  • Resilient, adaptable and thrives in a fast-paced, high-volume environment
  • Ability to work independently, while also contributing as part of a team
  • Ability to understand customer’s business needs and how those connect back to product value
  • Exceptional organizational skills and attention to detail, with the ability to successfully multi-task
  • Available during requested business hours, Monday – Friday

Tipo de contrato: FULL_TIME

Especialización: Sales and Marketing

Área: Ventas

Sector: Tecnología y digital

Banda salarial: Bonus and Benefits

Esquema de trabajo: Remoto

Nivel de experiencia: Asociado

Idioma principal: Inglés - Bilingüe

Ubicación: Santiago

Referencia: G4S6TR-3D689B92

Fecha de publicación: 3 de octubre de 2024

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