ONTRAPORT CAREERS
CLIENT EXPERIENCE
Provide Remarkable Service and Support
 

At ONTRAPORT, we are focused on supporting entrepreneurs no matter where they are in their journey. When you’re part of Client Experience, serving and supporting entrepreneurs is at the center of all you do. We firmly believe that our success is intertwined with theirs, which means that we’ll sacrifice a sale today for a long-term relationship based on trust.

 

Our Client Experience team, including Business Solutions, Customer Support and Client Success, guides our users to get the most out of their ONTRAPORT accounts. The Business Solutions team acts as the first point of contact, providing entrepreneurs with all the information and support they need to make the decision to move their business to an all-in-one platform. The Client Success team provides top-notch personalized onboarding and done-for-you services, and the award-winning Customer Support team is always there to help our clients solve issues. If you’re committed to providing remarkable and empathetic service and support, you belong here.


Available positions:
VP/Director - Client Experience
Client Success Representative

JOB DETAILS
Overview


We are looking for driven individuals to join our award winning Experience Team. This is an ideal opportunity for an individual interested in the technology industry but who may be unsure where to start. Client Success Representatives are the face of ONTRAPORT and serve as an important link between our Engineering team and user community. The Client Success Team responds to customer inquiries and provides user guidance through the software. We are looking for individuals with a positive attitude, problem solving skills, and excellent written and verbal communication skills. A successful candidate will be comfortable helping strangers, have a friendly demeanour and will be willing to go the extra mile. We are a technology company, so technical experience is a plus. However, all representatives go through our new hire training course before being exposed to customer issues so individuals of all levels of technical skill levels are encouraged to apply. We are proud to offer an intuitive software tool, so if you can smile and navigate a keyboard, then our team is waiting for you!
 
Responsibilities
Provide friendly and efficient service to the worldwide ONTRAPORT community
Be a first point of contact to handle and resolve user questions
Conduct Client Success calls to on-board new clients while providing proactive support and education through implementation
Respond professionally to inbound phone calls, tickets, and chats (including urgent situations)
Monitor social media to proactively create tickets on clients' behalf
Identify and escalate issues appropriately to the Technical Support, Billing, and Partners Teams
Compose thoughtful and thorough messages or customize prepared responses to tickets and chats
Research information and troubleshoot problems using available resources
Provide dispatch for all incoming inquiries
Monitor and control numerous concurrent tasks
Proactively and independently work to meet targets and goals
Identify ways to improve the customer experience
Identify ways to increase efficiency of the team
Requirements
Must be available for a regular schedule of 40 hours a week, spanning weekends and holidays (as our customers need us all over the world); shifts may include evening or early morning hours
Patience and an ability to manage stress
Professional and approachable in correspondence
Strong communication and interpersonal skills
Ability to work under pressure and adapt quickly to adverse situations
Technical aptitude and the ability to learn quickly
Must be fluent in English
Preferred Skills
Knowledge of and experience in measuring and improving customer satisfaction
Familiarity with ticketing systems
Physical Demands

Must be able to remain in a stationary position for long periods of time. The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity machinery, such as a copy machine and computer printer.

The person in this position frequently communicates with customers in order to answer their inquiries and guide them through the software. Must be able to easily exchange accurate information over the phone in these situations.
VP/Director - Client Experience

JOB DETAILS
Overview


The goal of the VP/Director - Client Experience is to increase efficiency, communications, and quality across all client facing teams. Your responsibilities will extend to the Client Success Team, Customer Support Team, and VIP Services Team. To accomplish your goals you will ensure the execution of the total client experience per ONTRAPORT’s standards of excellence, identify trends that appear in our Daily Stats, and strategize with the Leadership on initiatives to support and achieve our Company Goals as outlined in our Focus Guide. You will work regularly with our executive, product, engineering and sales teams and report to the President.
Duties

Manage and motivate high-performing success teams to drive performance

Scale new client services and workflows while supporting existing support flows

Manage the day-to-day responsibilities and performance of the Client Success, Support, and VIP teams

Determine levers for operational efficiency to drive continuous improvement across the department
Ensure scalable and appropriate staffing and succession models are in place across teams

Develop roadmap for any changes required to drive operational efficiencies

Collaborate with team and prepare Weekly, Monthly and Quarterly business reviews

Proactively communicate best practices and ideas promoting continuous improvement of the Client Experience
Provide continued training, coaching, and professional development for team members

Identify process automation/improvement opportunities ​​​​​​​

Requirements

You must have a passion for the client experience

Have experience as a mentor and leader 

Experience leading and developing high performing managers and individual contributors
The ideal candidate must be well versed in managing scaling teams while developing high performance individuals and managers 
B2B (SaaS) experience 

4+ years of direct management experience of client facing teams

Experience in process optimization

Proven ability to make sound business decisions, including a track record of identifying gaps or business needs and developing solutions

Physical Demands

Must be able to remain in a stationary position for long periods of time. The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity machinery, such as a copy machine and computer printer.

Must have a high level of computer literacy. Role includes repetitive movement of hands and fingers for long periods of time – typing and/or writing.
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