Job Description
Enterprise Account Support Specialist
Provide exceptional support to high-value partners, ensuring they receive personalized assistance and guidance to maximize their engagement with our products and services.
- Provide service support to Enterprise Partners via inbound and outbound phone support, email, and chat.
- Serve as the primary point of contact for strategic partners and high-value clients, building and maintaining strong relationships.
- Develop an in-depth understanding of our products and services to offer expert guidance and assistance to partners.
- Act as SPOC Support for internal VR Account Management teams on general service issues, retaining ownership and ensuring appropriate communication until issue is resolved.
- Recommend OPPYs to high-value partners to drive their property listing(s) performance revenue, advise on best use of our products, tools, and marketplace standards.
- Deliver outbound campaigns relevant to market performance for unassigned accounts not managed by VR Partner Success.
- Be the primary point of contact for tier-1 integrated tool and technical issues, analyzing and diagnosing severity levels by following appropriate procedures to identify root cause.
- Escalate complex tier-2 technical/tool issues while owning communication with our customer and partner-success teams until issue is resolved.
- Provide integrated tool onboarding for existing non-integrated customers by project managing integration requests from internal partners, seeing the process through to completion.
- Act as premium/key account support for internal partner-success teams to integrate tool issues.
- Share feedback with our leadership and channel teams for new ideas on how to reduce customer effort, simplify how we do business, and deliver exceptional customer experience.
- Maintain marketplace standards by identifying potential violators, collaborating with internal teams to educate our customers on correct behavior and create an environment of trust, health, and safety.
- Support internal stakeholders by attending customer review meetings and PMSC events, providing customer education and data insights.
- Gather feedback from partners and clients to understand their needs, preferences, and potential pain points, using this feedback to drive product and service enhancements.
Strong business verbal, written, questioning, and listening skills in both English (essential) and Portuguese/Spanish (desired). Background in customer support, B2B account management, or technical support. Highly motivated, focused, and passionate about connecting with customers through building strong rapport.
High attention to detail and the ability to interpret data to provide customer recommendations. High standard of computer literacy is essential, experience with CRM systems, HTML, XML, browser technologies, and software integration is desirable.
Growth mindset, open to new ideas, and embracing feedback. Ability to build effective relationships with internal stakeholders. People-oriented and good interpersonal skills to build effective relationships. Maintain calmness under pressure with the ability to empathize and identify with our mission, purpose, and values.
Able to quickly understand the problem and develop creative and workable solutions. Able to plan well and prioritize work, balancing the need to engage in a positive customer relationship and deliver in line with personal and team KPIs.
Willing to understand and work with newly added features/tasks, given that as a tech company, we are constantly working on developing new products or perfecting existing ones.