Customer Experience

Role Description

This role uses customer data to support adoption, solve problems, and build long-term customer retention and growth. We need a business-minded self-starter who communicates well and works independently cross functionally. 

Responsibility 

• Monitor customer usage, engagement levels, and renewal risk to proactively identify accounts that need attention.
• Combine data from Excel, HubSpot, Jira, and the internal Usage Console to build account health scores, while tracking data gaps and flagging potential issues. Review usage data to spot early warning signs of customer risk.
• Follow up and check in with internal stakeholders, explaining issues clearly and listening actively to understand their concerns and needs.
• Diagnose the root cause of customer issues and drive them through to resolution.
• Manage and resolve escalated customer issues, ensuring timely and satisfactory outcomes.
• Communicate with Finance and Accounting to coordinate purchase orders (POs).
• Send pre-contract documents to clients.
• Compile sales reports and manages general documentation and paperwork throughout the B2B sales process.

Requirements

• Bachelor’s degree in Business, Marketing, or related field (or equivalent practical experience).
• 3–4 years in sales support, sales operations, or B2B sales coordination.
• Proficient in HubSpot CRM and Jira; strong Excel/Google Sheets skills (data merging, formulas); familiarity with contract and quoting tools.
• Persuasively communicates across diverse internal audiences with different backgrounds.