**Role Details**
**Contract Type**:Full-time
**Training Schedule**: Monday - Friday, 8:00am - 5:00pm BR Time | Weekends off
**Work Schedule**: Monday - Friday, 9:00am - 6:00pm BR Time | Weekends off
**Work type and Location**: Remote | BR
**Start Date**: November 7th, 2024
**About Us**
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.
We are recognized as a Most Loved Workplace, and we think it's because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.
**The Role**
**What You'll Do**:
- Own and communicate proactively with a designated book of B2B clients to ensure all their needs are understood and addressed.
- Schedule regular account reviews and sync with designated B2B clients through video conferences or phone calls.
- Provide strategic support to assigned B2B clients to drive retention by ensuring optimal account setup.
- Identify and mitigate any risks of churn.
- Collaborate with various internal departments to ensure they fulfill all customer requests.
- Resolve complaints and keep track of all processes related to the client's needs.
- Act as the client's representative to ensure their demands are met with a focus on improving customer experience.
- Collect and analyze data concerning consumer behavior to understand changing needs.
- Respond to account owner inquiries and provide accurate, satisfactory answers.
- Follow policies, procedures, and escalation workflows to ensure an effortless experience.
- Attempt to de-escalate situations involving dissatisfied account owners, offering assistance and support.
- Document and report client feedback and insights to improve the partner's product and customer experience.
- Guide account owners and users through platform troubleshooting and navigating the partner's resources.
- Maintain essential program knowledge critical for the partner and their clients.
- Occasionally work additional hours to accommodate program-related meetings, requests, or training.
- Achieve and maintain program performance by meeting or surpassing key performance indicators and metrics.
- Perform project duties and tasks within your skill and expertise level as assigned by program management.
- Flex between program duties and provide ad hoc support for specific projects, products, and queues as needed.
**What We Expect From You**:
- Usage of your own equipment
- B2B account management experience is highly preferred with the ability to achieve and maintain required key performance indicators including attendance, proactive engagement or outreach, inbound handle times, etc.
- Passionately care about SaaS product support and account management and the role it plays in making a customer-centric team successful
- Awareness to prioritize customer impacting issues and to know when something requires key stakeholder visibility
- Confident and collaborative communicator with contact center, telephony support, or account management experience
- Heavy reliability on people skills and proficiency for problem-solving
- Ability to maintain composure and focus under pressure
- Strong understanding of service level expectations without compromising the customer experience
- Excellent multi-tasking and time management skills; Punctuality and adherence to schedule experience preferred
- Infectious ambition, positivity, and engagement, and the desire to provide support to software users within the financial space and industry to drive service and retention of B2B clients
- If telecommuting, the workspace must meet work-from-home requirements and be a designated, private, and PCI compliant workspace. High speed/broadband internet access is required
- 2+ years of experience working in a contact center, account management, or telecommunications environment
- Experience supporting SaaS products, particularly those involving fintech or B2B services
- Previous work experience at a startup or new business venture
- Proven ability to demonstrate flexibility, agility, and compromise for newly launched products and teams
- Helping others in times of need comes second nature
**Bonus Points**:
- 2+ years of experience working in a contact center, account management, or telecommunications environment
- Experience supporting SaaS products, particularly those involving fintech or B2B services
- Previous work experience at a startup or new business venture
- Proven ability to demonstrate flexibility, agility, and compromise for newly launched products