Location: Remote US
Hourly: $25-$28 DOE
Summary of Overall Job:
This position is responsible for the retention of Navigator and Industry Insider members by proactively providing enthusiastic, quality customer service support for onboarding and engaging companies throughout the membership lifecycle.
By proactively working to understand the member’s business objectives and goals for their Navigator and/or Industry Insider membership, this role works to maintain excellent account health and increase user engagement by delivering relevant training, feedback on usage to improve experience, and upbeat, professional communications.
With routine monitoring of member accounts, this position keeps management informed on member satisfaction including successes or problem accounts while also supporting the respective sales representative with excellent communication on their member accounts.
Overall Responsibilities:
Navigator Member Services Engagement Responsibilities:
- Deliver effective and streamlined onboarding of new Navigator members.
- Ensure members are receiving excellent membership ROI by proactively developing and executing a plan to help them take full advantage of their Navigator deliverables, to include, but not limited to: regular check-ins with members to maintain strong communication lines: (premium and plus members should be engaged on a monthly basis and on demand; professional and basic every other month as needed)
- providing live training to demonstrate how to best use the features and functionalities to ensure client usage and success
- sharing best practices (learned through collaboration with internal peers, or trends in membership account usage)
- handling incoming client support requests and ensuring that issues are resolved both promptly and thoroughly
- Assess and analyze member engagement and renewal health to ensure that all accounts are in good standing
- Identify and communicate member level upgrade opportunities to sales
- Formally report to e.Republic sales rep on the health of their member account
- Proactively provide solutions-oriented communications with your Manager and Sales if member account is in danger of renewal
Industry Insider Member Services Engagement Responsibilities:
- Deliver effective and streamlined onboarding of new Industry Insider members.
- Regular engagement of all members to ensure they are receiving excellent membership ROI
- Assess and analyze member engagement and renewal health to ensure that all accounts are in good standing
- Deliver effective and streamlined onboarding of new Industry Insider members
- Provide live training to demonstrate how to best use the tools features and functionalities to ensure client usage and success
- Collect branding and sponsored content to ensure that they are visible on the site
- Help drive attendance to Industry Insider events (as needed to support registration team)
- Proactively provide solutions-oriented communications with your manager and to Sales if member account is in danger of not being renewed
Product Improvement Responsibilities:
- Continuously evaluate and identify opportunities to drive improvements that positively impact the customer’s experience
- Share improvement ideas with your manager
Administrative Functions Responsibilities:
- Update and maintain SalesForce on a regular basis (account maintenance and statistical tracking)
Skills/Qualifications:
- Proficient with MS Excel, Word, PowerPoint, Outlook and SharePoint is preferred
- Familiarity and basic use of Salesforce is helpful
- The ability to manage multiple projects and competing timelines, and simultaneously set priorities for self
- Excellent customer service skills
- A capacity for independent and autonomous work within a team environment
- Excellent communication skills, both verbal and written, is required
- Ability to write coherently and logically, using proper grammar and punctuation
- Active on LinkedIn is preferred
- Must be in a work environment with reliable Internet access
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