Customer Success Representative
Job description
About Podbean:
Podbean is the podcasting industry’s trusted platform, empowering over 140,000 podcasts worldwide. We provide cutting-edge hosting and advertising solutions for businesses and enterprises, facilitating seamless company training, internal communications, and branded podcasts. Our innovative Podbean AI enables effortless content creation and optimization, making podcasting simpler and more efficient.
Why We Need You:
As a Customer Success Representative at Podbean, you will be instrumental in ensuring our organization and enterprise customers are not just satisfied but delighted with our platform. Your role involves driving customer engagement, reducing churn, and fostering long-term satisfaction. You’ll actively work with accounts to promote adoption and serve as the customers’ voice within Podbean. If you’re creative, agile, energetic, and have a passion for understanding and communicating product solutions, we want you on our team.
What You’ll Do:
- Manage Post-Sales Activity: Build and nurture strong relationships with Podbean’s business customers through expert product knowledge, strategic planning, and flawless execution.
- Deepen Product Knowledge: Gain a comprehensive understanding of Podbean’s podcast hosting and advertising services to effectively match customers with the features and functionality that best serve their business needs.
- Seamless Customer Onboarding: Guide new customers through the onboarding process with comprehensive training and personalized support, ensuring they experience a smooth transition to our services.
- Interactive Training Webinars: Conduct live webinars to educate customers on our services, offering clear explanations and real-time answers to their questions to enhance their understanding and satisfaction.
- Increase Retention: Regularly engage with customers through touchpoints and strategic business reviews, ensuring alignment with their objectives and driving continuous value.
- Develop Success Plans: Collaborate with customers to create and execute plans that drive adoption and maximize high-value use cases, navigating change management processes with ease.
- Monitor Account Health: Identify accounts at risk of churn and proactively work to enhance customer satisfaction and retention.
- Collaborate with Product Teams: Partner with Product and Engineering teams to track product improvement requests and bugs, ensuring customer feedback informs our development roadmap.
- Champion the Customer: Advocate internally on behalf of enterprise customers, ensuring their needs and concerns are addressed effectively.
Who You Are:
- Educational Background: Bachelor’s degree required.
- Relevant Experience: 2+ years of experience in account management, preferably within a SaaS environment.
- Podcasting Knowledge: Familiarity with podcasting, audio/video creation, and editing is a plus.
- Technical Proficiency: Strong communication skills coupled with technical aptitude; experience with tools like Freshdesk and Zoom is a bonus.
- Proactive and Innovative: A team player with a proactive mindset, fresh ideas for user adoption, and effective churn mitigation strategies.
- Customer-Centric: Passionate about working closely with customers to ensure their complete satisfaction.
- Self-Starter: Driven by initiative and capable of working independently to achieve objectives.
Why Podbean?
At Podbean, we offer a competitive salary and more than just a job—it’s a vibrant team. We emphasize in-person collaboration and cultivate a culture of innovation and support. Working from our Las Vegas office, you’ll join a dynamic team committed to delivering exceptional service to our enterprise clients. During the hiring process, your recruiter will provide insights into our vibrant culture and the way we work.
Location: Las Vegas, NV
Hours: 7:00 AM - 4 PM Pacific (to align with customers in the Eastern and European time zones)
Job Type: Full-time
Work Location: In person