Introduction to Agorapulse and Our Mission
Agorapulse is a leading Social Media Management platform that has been consistently rated as a 'High Performer' by industry experts and customers alike. With over 8,000 customers worldwide, we are a profitable company that enables agencies, businesses, and marketers to manage all their social media messages, schedule and publish content, identify key influencers, monitor social channels, and get stunning reports - all in one easy-to-use dashboard. Our mission is to provide exceptional customer support and success, and we are now looking for an experienced Customer Success Hero to join our team and drive success in the US market.
About the Role and Responsibilities
As a Customer Success Hero for the US market, you will be responsible for ensuring the growth and success of our customers in this region. Your key responsibilities will include:
- Customer Onboarding: Ensuring that new customers realize as much value as possible from using our tool, through phone and email touchpoints, training, and issue resolution.
- VIP Treatment for Enterprise Clients: Providing "white glove" service to our Enterprise clients, anticipating and preventing churn, and ensuring that they are experiencing the highest level of service.
- Assisting Customers in Bad Health: Identifying customers who are not using our product to a healthy level, reaching out to them to understand the issues, and taking necessary actions to resolve them.
- Customer Discovery/Interviews: Gathering insights from customers to nurture and prioritize our product roadmap, through touchpoints, feedback, and interviews.
- Gathering Insights from Churned Customers: Understanding the reasons behind customer churn, and using this information to reduce churn in the future.
- Promoting New Features/Modules/Add-ons: Presenting new features, modules, and add-ons to existing customers, and upselling to increase Average Revenue Per Account (ARPA).
Essential Qualifications and Skills
To be successful in this role, you will need:
- At least 2-3 years of experience in customer success, support, or sales at a self-service B2B SaaS business.
- Strong ability to write and speak English, with another language being a plus.
- Familiarity with tools such as Salesmachine and Intercom, or similar customer success and support tools.
- Obsession with customer service, and a passion for delivering exceptional customer experiences.
- Impeccable communication skills, with the ability to communicate effectively with customers, colleagues, and stakeholders.
- Problem-solving skills, with the ability to analyze issues, identify solutions, and implement them.
- Strong organizational skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines.
- Goal- and results-driven, with a focus on achieving key performance indicators (KPIs) and driving customer success.
Preferred Qualifications and Skills
While not essential, the following qualifications and skills are preferred:
- Experience in the social media industry, with a understanding of social media management, marketing, and advertising.
- Strong team player, with the ability to work collaboratively with colleagues, and contribute to a positive and supportive team culture.
- Self-starter, with the ability to work independently, and take initiative to achieve goals and objectives.
- Ability to thrive in a multitasking environment, with the ability to adjust priorities on the fly, and manage multiple tasks and projects simultaneously.
- Eager to learn, adapt, and perfect your work, with a commitment to ongoing learning and professional development.
Career Growth Opportunities and Learning Benefits
At Agorapulse, we are committed to the growth and development of our employees. As a Customer Success Hero, you will have access to:
- Extensive training, to ensure that you have the knowledge and skills necessary to succeed in your role.
- Ongoing learning and development opportunities, to help you stay up-to-date with the latest industry trends, and best practices in customer success.
- Career growth opportunities, with the potential to move into leadership roles, or specialize in specific areas of customer success.
- Collaboration with a talented and experienced team, with the opportunity to learn from others, and share your own knowledge and expertise.
Work Environment and Company Culture
Agorapulse is a remote-friendly company, with a strong focus on work-life balance, and employee wellbeing. As a Customer Success Hero, you will be working from home, with the flexibility to manage your own schedule, and work in a way that suits you best. Our company culture is built on the following values:
- Honesty, with a commitment to transparency, and open communication.
- Collaboration, with a focus on teamwork, and mutual support.
- Reliability, with a commitment to delivering high-quality results, and meeting deadlines.
- Excellence, with a focus on continuous improvement, and striving for excellence in everything we do.
- Passion, with a commitment to being passionate about our work, and delivering exceptional customer experiences.
- Caring, with a focus on empathy, and understanding, and a commitment to creating a positive and supportive work environment.
Compensation, Perks, and Benefits
Agorapulse offers a competitive salary package, with a range of perks and benefits, including:
- Remote work opportunities, with the flexibility to work from home, and manage your own schedule.
- Great atmosphere, with regular retreats, and social events, to help you connect with your colleagues, and have fun.
- Motivating remuneration, with a competitive salary, and opportunities for bonuses, and rewards.
- Respect for work-life balance, with a focus on employee wellbeing, and a commitment to creating a positive and supportive work environment.
- 20 paid vacation days, 5 sick and personal paid days, 10 bank holidays, and an extra paid day per year spent (capped to 4).
- Participation in health insurance, dental and vision coverage, 401k, and HSA, to help you plan for your future, and protect your health and wellbeing.
- Career development opportunities, with a commitment to ongoing learning, and professional development.
Conclusion and Call to Action
If you are a motivated, and experienced customer success professional, with a passion for delivering exceptional customer experiences, and driving business growth, then we want to hear from you. As a Customer Success Hero at Agorapulse, you will have the opportunity to work with a talented and experienced team, and contribute to the growth and success of our customers. With a competitive salary package, and a range of perks and benefits, this is a great opportunity to take your career to the next level, and achieve your goals. So why not apply now, and join our team of Customer Success Heroes?
Apply Now