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Managed Services Associate

Sendoso

Sendoso

Operations
Costa Rica · Remote
Posted on Thursday, October 26, 2023
We are seeking a highly ambitious individual who is passionate about interacting with and servicing our customers. The Managed Services Associate is a customer-facing role, delivering ongoing support and guidance post-sale for our US and International customers. You’ll interact through email, video, and chat to provide an exceptional customer experience for everyone you encounter.
Sendoso uses an EOR (Employer of Record) in Costa Rica.

Who You Are

  • You love to create clarity, confidence, and great customer experiences by going deep to solve customer concerns.
  • You enjoy the challenge of converting requirements into reality while delighting customers over and over again.
  • You are a lifelong student of the industry, our product, and customer experience best practices.
  • You have advanced proficiency in oral and written English, demonstrating exceptional communication skills to effectively convey ideas, engage with stakeholders, and produce high-quality documentation.

Your Typical Day

  • You’ll spend most of your scheduled day on the front lines working with customers over email, video, and chat.
  • Create integrated direct mail marketing campaigns in platform based on customer requirements
  • Ensure campaign implementation follows organizational guidelines
  • Compile regular reports of campaign performance and results
  • Improve new campaigns using data and feedback from existing and previous projects
  • You’ll maintain a queue of cases that you will continue to work through customer contact up to the resolution.
  • Advocate for our customers to help prioritize future enhancements and trouble spots to improve the customer and internal team’s usage of our product.

Experience

  • 2+ years history of success interacting with customers over email, video, and chat
  • Experience working within and configuring a SaaS (software as a service) platform
  • A history of effectively balancing and prioritizing multiple customers, requests and priorities
  • Exceptional organizational, communication and project management skills
  • An exceptional customer experience background while proving customer advocacy and empathy
  • Excellent written/verbal communication and interpersonal skills
  • A history of meeting and exceeding KPI’s and Customer Expectations
  • Analytical approach to navigating, investigating, and understanding how products work
  • An aptitude for learning new products, processes, and systems
  • Creative problem solving to bring issues to resolution including discovering workarounds using any and all available resources
  • Ability to work independently
  • Experience with GSuite and Apple Products
  • Working cross functionally with various departments (internal and external).

Bonus Points If

  • You have experience working in a SaaS managed services environment
  • You have worked in a fast-paced environment
  • You have experience working with marketing technologies
  • You are familiar with marketing, marketing strategies and/or marketing KPIs
  • You have Salesforce experience.
  • You have previously worked in a creative or marketing role

What You'll Love

  • Comprehensive Medical Plans plans - we've got you covered
  • Take-What-You-Need Time Off
  • 401K Plan
  • FSA Plan
  • Volunteer Time Off
  • Birthday Time Off
How We Work
We work sane, sustainable and flexible working hours.
We offer “take what you need” PTO, and have a genuine, supportive culture around work life balance and boundaries.
We are consistently building, refining and automating processes to aid our work; we encourage each team member to propose and adopt new technologies, frameworks, and processes that make us more effective as an organization.
Some of us work near or in corporate offices (pandemic permitting) but many of us work remotely full time.
You are empowered to choose the environment that maximizes your happiness, engagement and ability to reach our shared goals.
We provide comprehensive benefits to reward and support our employees.
Who We Are
Sendoso is the leading Sending Platform that delivers modern direct mail, personalized gifts, eGifts, and other Physical Impressions™ at scale. This makes it possible to build stronger, deeper, and more trusted relationships that move everything up and to the right! We’re a Series C company with $154M in venture capital funding with more than 800+ customers and 20,000 active users. Our award-winning Sending Platform connects online and offline experiences via cloud software, automation, and real-world logistics.
Our mission is to help companies rise above the noise by eradicating spam and elevating relationships. Our goal is to enable businesses everywhere to make more human connections in a digital world.
We are unable to hire in the following states at this time: HI
Sendoso is an equal opportunity employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
By submitting your application, you agree that Sendoso may collect your personal data for recruiting, global organization planning, and related purposes.