Senior Customer Success Representative (Remote)

ABOUT US

Ceterus is here to empower small business entrepreneurs. Our focus on driving small business success pairs a rich understanding of accounting and financial analysis with an emphasis on development of user-friendly, sophisticated technology.

JOB SUMMARY

We're seeking an experienced Sr. Customer Success Representative to join our team.

Being a part of our Customer Success team affords the opportunity to work with team members across our organization. We're looking for an experienced self-starter who can jump in and learn quickly, and has had success handling customer inquiries in fast-moving, high-pressured situations while remaining calm and collected. This is a highly visible role on our team playing a critical role in supporting our customer retention initiatives.

The ideal candidate is:

• Experienced and comfortable handling multi-channel customer communications

• Passionate about using their strong analytical skills to identify problems, find solutions, and improve relationships.

• Able to collaborate, problem-solve, and/or strategize with team members across the organization on customer concerns and challenges.

• Experienced in communicating executive-level briefings on customer health and customer satisfaction

• Experienced with handling customer escalations using empathy, active listening and being an advocate for a positive outcome.

• Experienced with leading initiatives that drive long-term customer success and retention

QUALIFICATIONS

What we're looking for:

● Strong interpersonal communication skills

● High level of emotional intelligence

● Desire to help customers succeed

● Highly organized and acute attention to detail

● Experience with Zendesk or similar ticketing system, Salesforce and Asana

● Comfortable learning new web applications

● Sensitivity to confidential matters

EDUCATION & EXPERIENCE

● 5 years of consecutive experience in a similar role is required

Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Ceterus recognizes the value of diversity and inclusion in our workplace. We are committed to equal opportunity and believe that inclusivity benefits us all. We actively seek and consider all qualified employment applications without regard to race, color, religion, gender, age, national origin, disability, sexual orientation, sexual preference, partnership status, gender identity, pregnancy, childbirth, or related medical conditions and protected veteran status, status of participation in the U.S. Armed Services, or any other status protected by federal, state or local law.

Individuals who hold legal work authorization applicable to employment in the United States will be considered without regard to citizenship/alienage. Ceterus is an Equal Opportunity Employer, an e-Verify Employer and committed to Affirmative Action.

Ceterus encourages women, minorities, individuals with disabilities, and members or veterans of the U.S. Armed Services to apply.