• Recommend potential products or services to the development teams by collecting customer information and analyzing customer needs
• Provide accurate, valid and complete information by providing the right SEMrush knowledge, methods, and tools
• Keeping an up-to-date knowledge of the product and technical side of the industry (i.e. HTML courses, Google Analytics, etc.)
• Work with the team to identify and work towards both personal and department goals
• Work within the Semrush and SalesForce databases to respond to customers and potential sales inquiries promptly
• Ability to work independently and become a self-problem solver
• Resolve customer issues with effective problem-solving skills to retain customers
• Manage a high volume of inbound and outbound phone calls, live chats, and emails
• Manage customer relationships through monthly contact
• Effectively manage own call plan by understanding the customer needs, journey, size & potential
• Achieve individual and team revenue and distribution targets against call attempts/connections, sales conversion rates and customer loyalty.

Skills: Customer Needs Analysis, SEMrush Expertise, Technical Proficiency, Goal-Oriented Collaboration, Database Management, Self-Sufficient Problem Solver, Customer Relationship Management, Sales Performance Management

• Leverage data to identify gaps that clients may have in running businesses as efficiently as possible on Wix, and act on providing solutions to help them improve
• Ensure client satisfaction and long-term loyalty, manage client expectations, and solicit and act on client feedback
• Identify opportunities to improve current processes, tools, reporting, and documentation
• Work closely with sales, product, marketing, product, and customer care teams to deliver exceptional client experiences and be the true voice of the customer
• Retain and grow existing revenue by understanding the needs of each customer
• Be a part of building one of the fastest-growing teams
• Support the business through change initiatives and contribute to continuous improvement initiatives
• Utilise Sales tools and techniques to increase sales capability.
• Highlights production milestones and client deliverables so that they can be easily identified and tracked on the production scheduling tools (APS / ArcExchange)
• Utilizes the PCR process to be utilized to capture implementation changes, timing, and costs
• Reviews and approves billable support activities for invoicing purposes and tracks usage versus contracted hours

Skills: Data-driven solutions, Client Satisfaction Management, Process Improvement, Cross-Functional Collaboration, Revenue Retention and Growth, Team Development, Change Initiative Support, Sales Tools Utilization

• Engage customers to gather job requirements and translate customer requirements in to detailed workflow instructions and coordinate workflow across multiple departments such as Operations, Application Support, Template Specialists, Tier 3 Support, Tech Ops & Product Management. 
• Management and coordination of projects for new and existing clients including managing the client experience and interaction with other team members.
• Present internal and client presentations regarding Arc products and offerings relevant to specific client needs. 
• Performs other related duties and participates in special projects
• Ensure that we deliver in line with current EU regulations and that clients are enabled to complete the same involving manual data processing and running the full production process for certain clients
• Ensure that all data management, calculation, report generation and distribution tasks are clearly defined, understood, and executed on per the site operating model
• Maintain current knowledge of all operating procedures, policies, written instructions, and other directives.
• Provide input into core product strategy, assist with the creation of business requirements documents and participate in UAT
• May check work to ensure work sequences, procedures, methods, and deadlines have been met.
• Report to management on the status and progress of work and causes of work delays.
• Creates and distributes comprehensive KPI and scorecard reports on a regular schedule

Skills: Requirements Gathering, Project Management, Presentation Skills, Regulatory Compliance, Data Management, Operational Knowledge, Strategic Input, Performance Reporting

• Onboard and implement new clients using tools, provide thorough solutions, and work with clients to improve quality processes
• Develop positive relationships with existing clients and internal team
• Serve as clients' main contact points throughout their journey with the company
• Support clients throughout the sales process
• Drive onboarding engagements for high-value customers
• Advice and assist potential customers by helping them evaluate and implement Shapr3D into workflows
• Drive retention by building strong customer relationships with frequent proactive engagement and communication
• Work closely with the product, engineering, and marketing teams to bring the customer voice into key conversations
• Identify growth and expansion opportunities
• Leverage tools and automation to manage customer relationships and establish required touchpoints with customers

Skills: Client Onboarding and Implementation, Relationship Development, Customer Liaison, Sales Support, Engagement for High-Value Clients, Consultative Sales Approach, Retention Strategies, Cross-Functional Collaboration

• Deepen and expand usage of Kintone throughout the department and organization
• Ensure they are getting the most out of the solution
• Secure renewals and up-sell
• Onboard new customers with the Kintone platform by navigating through the product and getting them started on journey
• Train/educate on Kintone’s features and diverse use cases
• Support customers via Kintone and Zendesk portals, as well as phone and web meetings
• Oversee support channels and be the first point of contact for all support inquiries, escalating to other teams when necessary
• Retrieve suggestions/feedback on the product and service to continuously improve the overall experience
• Anticipate client needs
• Interact with clients (via phone calls, online meetings, emails), problem-solve and propose solutions
• Set and work towards KPI's

Skills: Kintone Usage Expansion, Customer Success Management, Renewal and Upselling, Customer Onboarding, Training and Education, Multi-Channel Support, Support Oversight, Client Interaction and Needs Anticipation

• Provide excellent support for all inbound requests from existing retail & brand customers via chats, calls, tickets, email, notifications, and other feedback mediums
• Gather product feedback on the client's use of the platform and tackle recurring issues to minimize support queries
• Help & educate new and existing customers on Orderchamp internal policies, manage order processing & fulfillment and improve product content/settings
• Improve and scale help-center to drive proactive customer engagement
• Assist retailers with purchase decisions and product curation for stores
• Providing support for incoming user requests
• Onboarding new customers
• Bridging information between Sales Team and the Tech Teams
• Answering general questions on products and services and/or identification of internal experts with in-depth knowledge
• Supporting automated production workflows and AI processes with human intelligence
• Identifying opportunities for improvement and initiation of change processes

Skills: Customer Support Excellence, Product Feedback Analysis, Customer Education and Management, Help Center Optimization, Purchase Assistance and Product Curation, User Request Support, Cross-Team Communication, Process Improvement Initiatives

• Analyse ISA applications, follow up with candidates, and answer questions, to ensure all information submitted complies with standards.
• Prepare contracts for accepted candidates, and manage the signature process
• Deliver a world-class customer service experience that wows potential candidates and school partners through speedy and thorough support
• Provide personalized support for candidates in relation to ISA payments, job search, or application process
• Provide operational support in relation to the management of ISA candidates
• Work with the Partnerships team to analyze the performance of the school, and identify areas of improvement of the process, or other aspects.
• Work cross-functionally to handle and resolve complex and time-sensitive questions clients may face
• Based on customer feedback, help implement practices to best prioritize and mitigate future issues
• Create internal and customer-facing documentation for frequently asked questions and best practices
• Given the sensitive nature of the information handled, maintain strict confidentiality at all times

Skills: Application Analysis and Compliance, Contract Management, Customer Service Excellence, Personalized Candidate Support, Operational Support Management, Performance Analysis, Cross-Functional Collaboration, Confidentiality and Documentation

• Manage first and second-tier support for product offerings
• Provide guidance on how to diagnose, solve and provide root cause analysis for application errors, data problems, and/or network issues
• Interaction with clients (mostly internal), engineering, and infrastructure teams to drive product questions and issues to resolution within SLOs while building scalable processes
• Create and manage process documentation and tools for product support and internal team management
• Drive automation efforts across various products
• Ability to support applications on various technology stacks, industries, and production environments
• Build and maintain successful client and product team relationships
• Gain expertise in a new, state-of-the-art simulation framework, and understand customer use cases, needs and workflows.
• In charge of releasing, training, supporting the Simulation tools, getting feedback from users, tracking feature requests/bugs and escalating to development teams and project management.
• Own product documentation, maintain it and update it per release.
• Build, manage, and grow the relationships between simulation customers and the team.

Skills: Support Management, Root Cause Analysis, Cross-Functional Collaboration, Process Documentation Creation, Automation Initiatives, Multi-Technology Support, Client Relationship Management, Simulation Framework Expertise

• Develop solutions for complex problems and issues
• Design and implement strategies to improve the customer experience
• Provide exceptional customer service in a fast-paced environment
• Effectively educate clients and prospects on the benefits and differentiating factors of services.
• Build relationships, gaining common ground with clients and prospects to identify potential needs and qualify interests toward making the sale.
• Fielding basic questions and concerns about the products and services we offer.
• Scheduling a consultation between clients/ prospects and the provider.
• Effectively maintaining a detailed activity log (with calls, voicemails, prospect information, etc).
• Communicate in a consistent, effective, and concise manner with internal operations team to ensure optimal collaboration.
• Preparing reports by collecting, analyzing, and summarizing information gathered via efforts.

Skills: Complex Problem Solving, Customer Experience Strategy, Exceptional Customer Service, Client Education, Relationship Building, Inquiry Management, Consultation Scheduling, Reporting and Analysis

• Promote customer loyalty, retention, and acquisition
• Develop, track, and analyze customer satisfaction metrics
• Lead training for customer-facing staff to improve customer service and loyalty
• Maintain responsibility and accountability for all inbound customer interactions
• Providing guidance and support to customers during the trial period and ensuring proper product implementation
• Identify new opportunities to convert existing in-trial users to paying subscribers
• Promote new features and product updates to customers as appropriate
• Own and manage the onboarding process for new customers
• Support the CSM team on cross-account initiatives and ad hoc projects
• Drive upgrade revenue through increased product adoption and increased usage

Skills: Customer Loyalty Promotion, Customer Satisfaction Analysis, Training and Development, Inbound Interaction Management, Trial Support and Guidance, Opportunity Identification, Feature Promotion, Onboarding Process Management

• Excellent communication, listening, influencing, and training skills
• High-reaching, tenacious, and results-driven
• Ability to work across many departments to tackle problems and achieve results
• Excellent organization, documentation, and time management skills
• Experience using Salesforce or an equivalent CRM solution
• Presentation skills to deliver virtual demonstrations and onboarding new customers
• Ability to listen, and articulate complex solutions in a simple and coherent manner
• Strong interpersonal and communication skills
• Able to take on board advice and constructive criticism
• Able to learn new systems and processes
• Analytical skills to segment and report data

Qualifications: BA in Business Administration with 3 years of Experience

• Experience in a consulting or help desk-type environment
• Strong telephone presence and excellent written and verbal communication skills
• Ability to provide courteous and empathetic support while following company rules and guidelines
• Ability to possess a sense of urgency and the ability to ask appropriate probing questions to ensure understanding the complete nature of a request
• Proactive, detail-oriented, problem-solver who is committed to accuracy and can effectively handle stress in difficult situations
• Experience troubleshooting minor technical issues, and knowledge of smartphones / mobile apps
• Strong work ethic, punctuality and attendance, and willingness to speak honestly with management and other members of the team
• Basic computer skills (including Word, Excel, Outlook) and knowledge of Jira and SalesForce
• Good understanding of online business and client service
• Able to adapt and learn quickly
• Strong sense of maturity and professionalism in the face of adversity
• Strong communication, interpersonal, presentation and relationship-building skills

Qualifications: BS in Marketing with 5 years of Experience

Ability to create customized resources, tools and collateral (PPT, Excel, Power BI)

• Drive requirements for Customer Success Platform including templates and playbooks (Gainsight, Salesforce)
• Work experience in retail management and/or store operations, Loss Prevention
• Ability to learn quickly, including strong technical acumen, strong communication and collaboration skills
• Organization and Presentation skills
• Ability to communicate technical terms to non-tech stakeholders
• Proficient in English language written and spoken
• Proficient in MS Office (Word, PowerPoint, Excel, Outlook), and CRM software
• Experience in customer-facing job ideally with senior and executive-level customer contacts which covers 30% of the day to day
• Business acumen and understanding of business sales processes
• Passion for design excellence, usability & consumer appeal in products
• Knowledge and interest in customer success platforms and widely published customer success best practice blogs, literature and training programs

Qualifications: BA in Communications with 4 years of Experience

• Ability to articulate, as well as professionally lead internal and external meetings.
• Experience in Product Support and/or Product Implementations with a strong focus on online products and services.
• Ability to influence multiple stakeholders without direct authority
• Experience in an analyst or customer support role (preferably at a B2B technology company)
• Proven track record of delivering exceptional results in past projects, from initiation to implementation
• Mastery of PowerPoint and Excel
• Excellent verbal and written communication skills
• Strong organizational skills with keen attention to detail
• Solid stakeholder management skills, both for internal and external stakeholders
• Demonstrated eagerness to learn, adapt, and experiment and thrive in a fast-paced environment
• Strong proficiency with G Suite, familiarity with business productivity applications (Zoom, Slack, CRM), and a high level of comfort in getting up to speed with new technology
• Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment

Qualifications: BS in Information Technology with 5 years of Experience

• Client-facing experience with demonstrated dedication to clients and problem-solving
• Efficient with Google G-suite, Microsoft Office and various Cloud services technology and business software applications
• Experience doing product demos and webinars
• Experience working in a collaborative team environment
• Unquestioned integrity and commitment level
• Excellent written and verbal communication skills with a professional phone presence
• Ability to work in a fast-paced environment and thrive at learning a lot quickly
• Flexible and interested in a small company with lots of growth opportunities
• Proven sales experience and the ability to up-sell to existing customers
• Experience with Salesforce 
• Experience with Microsoft Office Suite with a strong aptitude in Excel

Qualifications: BA in Psychology with 4 years of Experience

• Experience assessing and meeting the needs of customers and/or solving customer problems demonstrated through work or military experience
• Ability to interact with integrity and a high level of professionalism with all levels of customers, team members and management
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to influence, educate, and connect customers to technology and share the value of digital banking options
• Good attention to detail and accuracy skills
• Ability to navigate multiple computer systems, and applications, and utilize search tools to find information
• Basic Microsoft Office skills
• Experience delivering results in a fast-paced, deadline-driven environment
• Ability to quickly learn business operations and processes
• Excellent interpersonal communication skills
• Ability to negotiate, influence, and collaborate to build successful relationships
• Be flexible and adjust plans quickly to meet changing business needs

Qualifications: BS in Management with 5 years of Experience

• A safety-first mindset, prioritizing and following all safe work practices and policies
• Passion for supporting customers with unwavering confidence, patience and empathy.
• High level of confidentiality and discernment.
• Ability to work under pressure in a fast-paced, ambiguous environment.
• Strong pattern recognition, problem-solving and troubleshooting skills.
• Comfortable and experienced with software technology, including Google Suite, Confluence, and modern customer support and productivity tools.
• Ability to give detailed spoken instructions to other workers accurately, loudly or quickly.
• Ability to hear, understand and distinguish speech and other sounds (such as alarms and sirens) through in-person speech, earphones/headphones, and telephone.
• An agile and proactive approach, with a demonstrated ability to take ownership of customer issues
• Knowledge of how to use Microsoft Office applications, especially Excel
• Experience with any ERPs (SAP, SFDC systems)

Qualifications: BA in Computer Science with 4 years of Experience

• Able to navigate the challenges and opportunities of a situation, execute strategic plans and hold people accountable
• Excellent customer service, communication and interpersonal skills to interact effectively with a broad range of internal and external parties
• Professional and responsible problem solver with excellent skills in communication, documentation and follow-up
• Experience with Agile mindset, open and accepting of change and can adapt to varying states of ambiguity
• Able to establish and promote effective relationships
• Experience in a customer-facing, customer success, account management or strategic consulting organization
• Comfortable with coordinating with multiple teams and navigating live requests from customers
• Comfortable working in a fast-paced, start-up environment
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication, strong analytical and problem-solving skills
• Experience with SaaS 

Qualifications: BS in Human Resources with 5 years of Experience

• Superior communication skills with internal and external customers
• High attention to detail and accuracy
• Logistical methodologies both domestic and international
• Experience in the biotech or medical device industry
• Excellent written, verbal, and presentation skills
• Must be organized with strong troubleshooting and analytical skills
• Strong MS Office knowledge & CRM experience
• Ability to speak, write, and use all office equipment including scanner and printer, phone, computer, etc.
• Excellent communication skills in Italian and English
• Be accurate and have attention to details and deadlines
• Know how to handle multiple priorities and solve problems efficiently

Qualifications: BA in Data Science with 2 years of Experience

• Experience in customer-facing roles such as support, sales, or account management.
• Empathetic and personable with a successful track record of building strong relationships.
• Comfortable engaging with customers through various channels (written and verbal).
• Can quickly adapt to different situations, styles, and stakeholders.
• Ensures accountability of self, and others.
• Natural problem solver with strong analytical skills.
• Entrepreneurial spirit with the ability to thrive in an ever-changing environment.
• Excellent verbal and written communication skills, including the ability to effectively communicate with internal and external customers.
• Comfortable with G- Suite (email, sheets, slides, calendar).
• Ability to work independently and to carry out assignments to completion.
• Exhibits high attention to detail.

Qualifications: BS in Graphic Design with 3 years of Experience