Mailmunch is a SanFrancisco based Email Marketing Company searching for tech-savvy flexible go-getters who welcome new challenges and are open to learning new tools and software. We’re specifically looking for a customer success champion who will roll up their sleeves and offer assistance to those who seek help. As a key member of our Customer Success team, you will help clients with their queries, build strong relationships with customers, and collaborate with teams internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should possess Analytical thinking, Empathy, strong reporting skills, and most important of all, be self-motivated.

Objectives of this Role

• Offering assistance to Mailmunch clients and offering solutions to their problems to ensure increased retention and a high level of customer satisfaction.

• Reduce customer churn by offering a high level of support through proficient product knowledge and quick support through Intercom or demos.

• Funneling user voice to the product team using our community feedback page and Intercom tools.

• Take scheduled Zoom calls to offer assistance over screen share. 

• Upsell to existing customers or find new leads and close sales.

• Identify and execute new strategies to boost MRR.

Daily Responsibilities

• Handling Intercom chats  

• Taking demo calls

• Creating bug reports

• Creating feature requests.

• Maintaining reporting sheets of daily activities.

• Clearing Compliance reviews.

• Keeping track of Churn and finding new ways to reduce that churn.

Monthly Responsibilities

• Review Bugs reported and check their current status.

• Update the Feature Requests and where they stand in terms of implementation.

• Review monthly performance as per manager.

• Offer ideas on how to improve the overall customer experience.

• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time