Support and Account Manager - Victoria, Canada - Rooof

Rooof

Verified Company

Victoria, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About us
At Rooof, we build the world's best software for automatically creating classified-ads. That said, we're even more proud of the team that we've built. We love working together and we're very good at innovating, selling, and turning customers into evangelists We've been growing rapidly and need another Support and Account Manager

Rooof is a tech company that deals in B2B sales so this position is well suited for someone that has customer service experience in a fast-paced, ever-changing environment.

This position requires someone who is comfortable being busy and multitasking and very comfortable with computers. Experience with managing a portfolio of customers is a plus

Who you'd be working with:

What does your day look like?

Our products, services, and company are only as valuable to our customers as the benefits they receive - they may subscribe to our software but they buy value and experience.

Your job is to drive retention and growth by measuring and demonstrating the value that we bring to our customers so that their purchase decision is reinforced and our team is focused on enhancing the value that we deliver.

Primary Daily Activities and Accountabilities:

Responding to client outreach: answering help tickets, phone calls on our support line, questions in live chat
Booking and conducting support calls with customers to troubleshoot and provide on the spot training
Following up with customers regarding current open issues
Proactively identifying customers at risk and initiating and/or participating in retention activities
Managing onboarding projects, submitting requests to engineering and ensuring that all tasks are completed prior to launch date
Processing subscription cancellations, creating final invoices and following up with decision makers
Maintaining contact with key decision makers within an assigned portfolio
Ensuring that training needs are met for each management company within an assigned portfolio
Maintaining data within our CRM, our invoicing system, and other Rooof systems
Maintaining a comprehensive understanding of the entire Rooof product suite
Assisting in developing or updating support material, including help documents
Acting as a liaison between our customers and our internal teams (product, engineering), serving as an internal customer advocate

Who are you?

You have excellent communication and interpersonal skills that enable you to build trust and rapport quickly with customers
You have a deep understanding of the customer experience and are empathetic and patient your goal is to create evangelists
You are curious, resourceful and driven to solve problems
You have the ability to deliver complex technical information in userfriendly ways
You are familiar with Microsoft Office, Google Chrome, browser extensions, and have a strong working knowledge of how to use a computer
You are detailoriented and an expert at prioritizing with mínimal guidance
You thrive in fastpaced environments and enjoy being busy
You prefer it done right, not necessarily right now
Previous experience in any customer service role is beneficial
Experience using systems such as JIRA, Slack, Google Apps is a bonus

What success looks like
We pride ourselves on providing world-class customer support.

Whether you are supporting a decision-maker or an end-user, our responses to our customers are quick, thorough, and provide solutions.

Therefore, success in this position is directly measured by customer retention and growth as well as performance when responding to support tickets.

Here are some examples:

A support ticket comes in, but it's somewhat vague. It just says "My Rooof isn't working" Using the tools that we provide you, you're able to decode what the client meant. You then work with one of our engineers to fix the problem and reply to the client with instructions.
A decision maker from a smaller property management company needs to onboard a new property. You collect the necessary information and connect with the engineering team to get the technical side ready. Once background setup is complete you notify the decision maker and send the property installation information and training details.

Compensation - just in case fun people and a great product isn't enough

We offer competitive, fair, and equitable compensation packages, based on experience
Three weeks (15 days) of paid vacation
Paid sick time off
Professional development opportunities

Where does this go?
Initially, the role will be 100% support and account management.

With time you will get to know more about Rooof, our products and the work your peers are doing so there are plenty of opportunities to develop yourself professionally and progress towards future goals and aspirations.