Job Description
Managed Services Associate
REMOTE, COSTA RICA /
SUPPORT /
FULL-TIME
/ REMOTE
We are seeking a highly ambitious individual who is passionate about interacting with and servicing our customers. The Managed Services Associate is a customer-facing role, delivering ongoing support and guidance post-sale for our US and International customers. You’ll interact through email, video, and chat to provide an exceptional customer experience for everyone you encounter.
Sendoso uses an EOR (Employer of Record) in Costa Rica.
Who You Are
- You love to create clarity, confidence, and great customer experiences by going deep to solve customer concerns.
- You enjoy the challenge of converting requirements into reality while delighting customers over and over again.
- You are a lifelong student of the industry, our product, and customer experience best practices.
- You have advanced proficiency in oral and written English, demonstrating exceptional communication skills to effectively convey ideas, engage with stakeholders, and produce high-quality documentation.
Your Typical Day
- You’ll spend most of your scheduled day on the front lines working with customers over email, video, and chat.
- Create integrated direct mail marketing campaigns in platform based on customer requirements
- Ensure campaign implementation follows organizational guidelines
- Compile regular reports of campaign performance and results
- Improve new campaigns using data and feedback from existing and previous projects
- You’ll maintain a queue of cases that you will continue to work through customer contact up to the resolution.
- Advocate for our customers to help prioritize future enhancements and trouble spots to improve the customer and internal team’s usage of our product.
Experience
- 2+ years history of success interacting with customers over email, video, and chat
- Experience working within and configuring a SaaS (software as a service) platform
- A history of effectively balancing and prioritizing multiple customers, requests and priorities
- Exceptional organizational, communication and project management skills
- An exceptional customer experience background while proving customer advocacy and empathy
- Excellent written/verbal communication and interpersonal skills
- A history of meeting and exceeding KPI’s and Customer Expectations
- Analytical approach to navigating, investigating, and understanding how products work
- An aptitude for learning new products, processes, and systems
- Creative problem solving to bring issues to resolution including discovering workarounds using any and all available resources
- Ability to work independently
- Experience with GSuite and Apple Products
- Working cross functionally with various departments (internal and external).
Bonus Points If
- You have experience working in a SaaS managed services environment
- You have worked in a fast-paced environment
- You have experience working with marketing technologies
- You are familiar with marketing, marketing strategies and/or marketing KPIs
- You have Salesforce experience.
- You have previously worked in a creative or marketing role