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Customer Success Specialist for Virtual SaaS Company

An opportunity to work with a virtual software-as-a-service company making a difference in the lives of our customers. PhoneBurner has been in business for over 10 years selling an established sales acceleration product to SMB’s throughout the USA & Canada. We have an amazing work atmosphere and count over 40 members of our virtual team country-wide. We are a boot-strapped, growing and successful, family-owned company.

We are looking for a reliable, organized and honest work-from-home CSM with experience, intelligence and maturity to:

  • Actively reach out and build relationships with our 1000’s of current customers
  • Provide superior customer service on a daily basis and ensure usage of our service
  • Utilize our dashboards to proactively find low-usage customers and turn their accounts around before they cancel
  • Dramatically help us increase our retention and usage rate across all of our customers, with a priority on team accounts
  • Really get to know and appreciate our customers (most of our customers are SMB sales teams – direct experience working with these types of customers is a big plus, but not required) with a positive, caring attitude and a smile
You need to be:
  • A salesperson at heart who genuinely loves helping others… this position is really all about ‘re-selling’ our current customers to stay with us and grow their install base
  • Extraordinarily detail oriented – you’re someone who keeps lists, notes and is always organized
  • Someone who appreciates using tools, processes and working from dashboards
  • Someone who enjoys working from home and is comfortable making a large number of outbound calls to existing customers with a SMILE
  • A person who enjoys checking in, touching base with customers and directing them to our internal resources as needed (scheduling technical calls, onboarding calls, sales demos, etc.)
  • An excellent email crafter and someone who responds quickly to email from customers and internal team members
  • Someone who is comfortable with technology and learning new software – you don’t need to be a technical expert, but you should be comfortable using apps like G-Suite, Gmail, Dropbox, CRM’s, etc.
  • You should be comfortable on video chat (we use Zoom) and be open to recording video emails for our customers
  • Someone who is comfortable working virtually as a 1099 contractor and is self-motivated to work hard and provide excellent service in a home office environment
Beyond increasing usage and reducing customer churn, your other goals will be to:
  • Help expand and add seats to accounts and dig up new opportunities
  • Encourage and help customers get in the habit of using our service
  • Grow feature adoption and offer encouragement to use more features
  • Sign-up and discuss our affiliate program when appropriate
  • Obtain more referrals
  • Move customers up on the chain of usage
  • Regularly reach-outs to all current teams (90-180 days) with calls, emails, webinars, etc.
Required Skills: (please don't apply if you don't meet all required skills)
  • Familiarity with managing email accounts and calendars (on Google Apps)
  • Exposure with CRM systems like Salesforce/Hubspot/Zoho
  • Self-starter — ready to take responsibility and see tasks through to completion
  • You need to be highly organized in dealing with a lot of customers, emails, etc.
  • You must be able to learn new software quickly, you must be proficient and, ideally, an expert at Microsoft Office & Google Apps
  • You must be able to type at least 50 wpm as this is a face-paced position
  • Need to have impeccable writing skills and be very personable on the phone and on video in front of customers
  • You need to be an "expert browser user" and know how to navigate the web and find information quickly
  • You should be a self-motivated learner and able to easily learn from watching online training videos
  • You should be system-friendly and be someone who thrives on using organized systems
  • Need to be able to handle everything with discretion and confidentiality
  • Customer service experience is a must. You will be dealing with end-user customers, internal team members and partners. Ideally, you are an organized people person!

Other important 'nice-to-have' qualities:
  • Entertaining personality who likes to get a lot done while having fun
  • A technological proficiency and love for technology as we are selling software
  • Enthusiastic, reliable and self-sufficient
Position Details:

Your work location will be your home office 98% of the time. Possible offsite and training in San Diego and Orange County, CA

This job offers some flexibility for stay-at-home moms or dads who need a flexible schedule working from home, something intellectually challenging, and a great way to make a difference in the lives of our customers.

We will perform a complete background check and will call multiple references you provide, including previous employers.

This is a full-time, 1099 contract position and pay is from $24-30.00/hr. Starting pay will depend on your experience and expertise in the specific skill sets cited above.

Position Purpose:

To support and ensure our customers’ success using our service

Position Reports To:

Vice President of Customer Success

Join our team

PhoneBurner Staff Montage

PhoneBurner is a fast-growing virtual SaaS company serving the sales community. We’re headquartered in California, but most of our team works remotely. Despite the distance, we’re a tight-knit, entrepreneurial group - fully committed to maintaining our family-business feel, even as we hit new milestones for growth. Looking for a fast-paced, creative environment where you can thrive? Join us.

Address 1968 S. Coast Hwy, Suite 1800
Laguna Beach, CA 92651