Position : Account Support Specialist
Working Hours : TBA
Holidays : TBA
Salary range : 900 to 1500 USD
ABOUT THE COMPANY:
We are venture-backed experiential partnership platform helping advertisers engage and acquire new customers via event and venue partnerships at-scale. offers turnkey sampling programs as well as the ability to activate on-site for brands with field teams or agencies that want to engage directly with 230M+ consumers. With smart targeting, centralized contracting, payment and logistics, customers include Google, DoorDash, Pepsi, General Mills, Mondelez, and more, are saving countless hours and driving measurable ROI.
A DAY IN THE LIFE:
- Maintaining communications with customers and organizers in current campaigns to ensure that their needs are met
- Responding to customer inquiries and resolve issues through various channels, including email, chat, and phone
- Support Account Coordinator and Account Managers in developing and implementing account strategies to achieve client objectives and maximize client satisfaction
- Manage and process billing activities accurately and in a timely manner
- Collaborate with finance and accounting teams to ensure billing compliance
SPECIFIC DUTIES AND RESPONSIBILITIES
- Support and partner with Account Coordinator and Account Manager on multiple accounts
- Oversee the offer acceptance workflow including making calls, emails, and sending SMS to Organizers to accept offers in a timely manner
- Ensure and maintain Organizer profile’s so that their organization’s contacts, billing, and logistics information is accurate at all times
- Track and coordinate all aspects of program execution including shipping, printing, and communicating with Event Organizer's on how programs should be executed
- Become an expert at using our product and make recommendations for improvements
- Host campaign debriefs to understand the effectiveness and make recommendations for future events to drive sales
- Learn strategies and ways to expand and grow our Event Organizer accounts
- Communicate client strategies and goals to internal teams to help acquire more supply where it is needed
- Document daily activity in the CRM
- Become an expert on converting early customers to power users of our platform
- Ensure all event logistics are accurately and effectively communicated to the customer teams
- Provide input on ways we can streamline processes and execution
- Quality check product to ensure all aspects of product function properly and are as intuitive as possible
- Correspond with event organizers to ensure prompt responses and manage customer support tickets ensuring they get closed in a timely manner
- Proactively troubleshoot bugs and eliminate waste from our systems
- Navigate an ambiguous, low oversight role and thrive in uncertainty by applying a bias towards proactive problem solving
- At least 1-2 years of previous experience in a similar position in customer success and/or account management
- Strong attention to detail, organized and driven
- Ability to meet strict deadlines
- Ability to work in a fast-paced environment
- Exceptional professional communication skills, having strong english for oral and written, both to the internal teams and clients
- Passionate about improving our user experience and relations
- Must be a self-motivated individual with an entrepreneurial mindset
- Team player that has a can-do-anything mentality
- Strong understanding and experience in Microsoft Excel and Google Sheets with creating formulas and processes (Vlookup, Sumif, Countif, etc)
- Strong understanding and experience using the G Suite
- Previous experience working in the events industry or coordinating partnerships (*bonus if you have experience coordinating event sponsorships)
- Previous experience with Asana or other Project Management tools is a plus
