Customer Service – Remote Jobs

Job Type: Customer Service from home
Location: New York work from home
Company: Figma 

Position Description:

You will manage and supervise the end-to-end connection with clients across a sizable book of business as a customer experience manager, from scalable onboarding to managing renewals and upsells. In order to improve the customer experience and generate more income for our business, you will discuss with our current clientele.

To assist deliver a smooth client experience, you’ll work directly with departments at Figma like Support, Solutions Architects, Data Science, and Marketing. Being a founding team member excites you, and you eagerly anticipate contributing to the scalable development of the customer experience.
We want to hear from you if you can solve problems using data, are open to change, are consultative, and enjoy working with an expanding customer base.
This is a full-time position that can be performed remotely in the US or from one of our US hubs.

Your responsibilities at Figma:

• oversee and control a sizable book of business (about 700 accounts) while meeting quarterly renewal targets.
• Analyze product and account data to comprehend consumer usage that identifies opportunities for growth or retention risks.
• Work together with the data science and marketing teams to create and test fresh approaches to engaging customers on a large scale.
• Use scalable techniques to promote feature investigation and uptake, such as consumer interaction initiatives.
• To guarantee a seamless customer experience and to incorporate user feedback into continuous product development, collaborate with the Solution Architects, Support, and Product teams.
• To further promote successful outcomes, assist in developing and disseminating pertinent product education and customer enablement materials.
• Use a consultative approach to determine the needs of the customer.

Please get in touch with us if you have:

• 2+ years of direct client management experience in B2B SaaS with expertise and assurance in managing SaaS renewal sales cycles and upsell opportunities
• discovery-focused consultative approach; aptitude for navigating challenging business requirements
• Experience in establishing trusting bonds and successfully overseeing accounts across a sizable book of business
• Prioritization of tasks and time management with organization
• Excellent oral and written communication skills and the ability to succeed in a fast-paced, continuously changing, and expanding setting
• exposure to or interest in web-based, collaborative tools as well as UX/UI design