Customer Success Administrator
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**OPEN TO REMOTE WORK ARRANGEMENTS**

 

Company Overview

 

SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”. What does this mean?

 

We are more than just a contact center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.

 

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits. 

 

Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.

 

Customer Success Administrator 

 

Reporting to: Director of Client Services 

 

Now that you know a little bit about SupportNinja, let’s talk about what you will do as a Customer Success Administrator.  You will walk in the (virtual) door on Day One with experience in contact center operations and customer success/account management.  You are familiar with how Operations, Sales, and Customer Success work together on behalf of clients, and can put together presentations for internal and external use.  You also have some familiarity with client/vendor contracts (MSA, SOW, Amendments are in your vocabulary), and may have served as a Hubspot (or similar system) power user in a prior position. This role is great for someone who excels at administrative tasks and works well with people from multiple departments, and may also have the desire to grow into an account management position.

 

Main Duties and Key Responsibilities:

  • Supports small accounts, partnering closely with our Service Delivery team as they are the primary point of contact for our clients. The Client Services team functions in a supporting role for contract management, billing inquiries, and related administrative tasks.
  • Develops strong cross-functional relationships to resolve operational issues. Provide internal coordination between Service Delivery and Client Services.
  • Supports Customer Success Managers/Directors with contract renewal negotiations and price increases during the lifecycle of the contract.
  • Must be able to communicate ideas both verbally and in written form in a clear, concise and professional manner appropriate for the audience, including executive levels.
  • Presents feedback to stakeholders, coordinates collection of information to drive business improvement decisions. 
  • Able to influence people across geographic boundaries. 
  • Serves as the Hubspot administrator for the Client Services department.
  • May participate in weekly/monthly/quarterly business reviews as requested. 

 

Target Experience:

 

  • 1+ years relevant work experience in a customer-facing, customer success or account management role (BPO preferred);
  • Prior contact center experience (BPO preferred)

 

Desired Skills/Tools:

 

  • HubSpot 
  • Slack
  • Google Suite
  • Experience creating PowerPoint and/or other presentations for internal and external use 
  • Familiarity with Contracts (elements and/or negotiation) 
  • Multilingual not required, but an added benefit as we are cross geographical!
  • Proven track record in delivering great value to your customers
  • Self-motivation, proactive team player
  • Strong communication and interpersonal skills
  • Diplomacy, tact, and poise when working through customer issues and escalations