Solutions Assistant on Customer Success Team
Referral Rock
About Us
Our core team is based in the Washington DC area, but we all work remotely. We are a fun mix of individuals (all US-based) who have various interests and skill sets that make us a fun and passionate team. We aren't your typical VC backed startup promising unicorn status and stock options that won't ever be worth a thing. We are profitable, never had a lay-off, and actually value people. We still move fast and are putting our dent in the marketing technology world. Don't mistake our lack of funding for a lack of ambition.
Culture
If you think startup != equal process, then you're on the wrong company profile. We are always trying to be better: Our internal processes, our customer experience, cross-team collaboration, and of course, our market-leading product. We want hard-working, driven people who aren't afraid to get their hands dirty to improve our company based on their industry knowledge.Our values are:
- People First (Team > Customers)
- Data-Driven (The data tells a story and we are listening)
- Nail then Scale (Built-in processes to experiment and scale-out what works)
From the culture perspective, people first means a lot to us and we mean it. We as a team come first above customers. Customers may come or go, but the people we work with in the trenches matters most of all. We believe in human potential and doubling down on a team member's strengths. Everyone is happiest when they are successful at doing what they are great at, which creates the best outcomes for themselves and the business.As a growing business, we are changing all the time. We strive to create opportunities for those who display the aptitude and want people who want to grow and learn with us. Nail your first role here, and you could move laterally across teams, add more responsibilities, or specialize as the business requires.We believe in a healthy work-life balance so you can consistently do your best work. We are in it for the long haul and not just for the short term revenue spikes and burning through people to grow at all costs.
About the Position
**US Workers Only! 100% RemoteThis is a growth opportunity where you can make an immediate impact and help us scale. Referral Rock is a fast-growing Referral Marketing software as a service (SaaS). Many current employees started in this role and are now thriving at other roles within the company.
The Solutions Assistant is a key member of our Customer Success team and will help customers during the pre-sale and onboarding process. The ideal candidate will be dynamic, personable, energetic, and a driven self-starter. Your primary responsibility is to help customers be successful during the pre-sale and onboarding process. You’ll engage early prospects to help them learn about Referral Rock and how we can help. You’ll work with them to set up a trial of the software and then either complete the onboarding process or hand them off to another member of the Customer Success team once they become a customer.
This is not a typical sales role. All communication are inbound and focused around the product. You will not be doing any outbound emails or cold calling.
You’ll be a great fit for this role if you’re a team player that truly enjoys helping people, solving problems, and becoming a product expert. Having a customer support or success background is a major plus.
Responsibilities:
- Initial discovery calls with inbound demo requests and trial users
- Develop opportunities through inbound lead follow-up
- Understand and immediately respond to prospective customer's needs and requirements
- Maintain CRM to ensure data accuracy
- Run group demonstrations for prospective customers
- Respond to inbound chat requests from prospective customers
Requirements:
- 1-2 years of experience working in sales or customer support talking to customers
- Experience working within a CRM (HubSpot preferred but not required)
- Strong interpersonal skills and the ability to communicate effectively within all levels of the organization, both written and verbally
- High energy, high capacity, high integrity with a strong work ethic
- Positive attitude, strong drive for results, and can easily handle ambiguity
- Customer focused – able to go above and beyond to make your internal customer’s job easier
- Experience with sales and marketing automation software such as Hubspot, Asana, Zapier, and Confluence
- Familiar with inbound marketing and inside sales processes
Fits our culture:
- Team Player - committed to helping others and driving the company forward
- Desire to get better - curious and coachable with a strong desire to hone your craft and continuously improve
- Self managed - organized and reliable with strong time management and prioritization skills
- Self aware - comfortable and confident in who you are and what you aspire to be.
Benefits
- Medical and Dental
- Flexibile PTO and Holidays
As a remote team, you'll have a greater responsibility to work within our systems like Asana, HubSpot, Intercom, Zoom, Wingman, Confluence, and Slack. These tools are our work operating system here at Referral Rock. You'll be expected to have excellent communication skills and an exceptional level of accountability. We have weekly team meetings and one on ones where you’ll be required to update the team on your progress.Join us where you can be appreciated for what you do best and unlock your potential!
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