OPEN POSITIONS
OPEN POSITIONS
CUSTOMER SUCCESS REPRESENTATIVE
JOB TYPE: FULL-TIME, FULLY REMOTE
The Customer Success Representative acts as a customer liaison, provides product/services information and resolves any emerging problems that our customers might face with accuracy and efficiency.
An effective Customer Success Representative is genuinely excited to help customers. He/she is a patient, empathetic, and passionately communicative troubleshooter who can put themselves in their customers’ shoes and advocate for them, when necessary. Our CSRs act as direct representatives of our company every day and are expected to embrace this role with passionate professionalism.
This position reports to the Vice President of Customer Success.
Duties and Responsibilities
The primary responsibility of the Customer Success Representative is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. Other duties and responsibilities include:
- Answer all incoming inquiries via phone, email, support tickets, and chat according to company standards of customer service. Frequent inquiries include: assistance with registering for programs, resetting passwords, syncing tracking devices, order placements, cancellations, and tracking, etc.
- Document tickets with accurate information in a timely manner and include any needed stakeholders
- Update and follow through with support tickets and clients until resolved
- Educate clients on the details of their program and how to earn more points
- Establish call-drivers and trends when applicable and inform appropriate stakeholders
- Assist Customer Service Manager and Program Managers as needed
Qualifications
The ideal candidate for this position fits the following qualifications:
- Excellent phone etiquette and written communication skills
- Comfortable with technology such as mobile apps and various programs
- Self-motivated, problem solver who can work independently and as part of a team
- Ability to collaborate and communicate at all levels with internal stakeholders
- High School Diploma required
- Prior customer service experience preferred
- Basic knowledge of Microsoft Office (specifically Outlook and Excel)
Working Conditions
GoPivot offers an engaging team-oriented environment, competitive compensation/benefits and stock options. Remote work.
Benefits/Conditions:
- Only full-time employees eligible
- 401K
- Health, Dental, Vision, and Life insurance
- Holiday Calendar
- Mental Health and Personal Days
- Wellness & Rewards Program, including Mental Health Initiatives
- Culture/Team Building Events
Job Duties:
- Answer incoming customer inquiries
- Collaborate with management teams to stay updated on new products, services, and policies
- Record customer information within our customer service database
- Engage with clients in a friendly and professional manner while actively listening to their concerns
- Offer support and solutions to customers in accordance with the company’s customer service policies
- Other duties as requested
- This is not a call center. In this role you will become like family to our users
Communication method(s) used:
- Phone
- Chat
This Job Is:
- Also open to applicants who do not have a college diploma
Work Remotely
- Yes
Please e-mail your resume to Julie Palmer
jpalmer@gopivotsolutions.com
SALES ACCOUNT EXECUTIVE
LOCATIONS: RALEIGH, NC
JOB TYPE: FULL-TIME
The Sales Account Executive acts as a liaison between our sales team and our clients, ensuring customer satisfaction. This role will contribute to an increase in sales and maintain our company-client relationships at a high standard.
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Develop a book of business by generating opportunities and closing new sales deals
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Achieve or exceed an annual sales quota, established by the VP of Sales
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Act as the point of contact for prospecting, contracting, renewals, upsells and escalated issues within core book of business
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Organize regular client meetings to discuss their requirements
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Run platform demonstrations of our GoPivot product
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Resolve problems and handle complaints in a timely manner
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Identify new potential customers
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Ensure budget and time requirements are met
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Stay up-to-date with new features and product launches
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Establish best practices
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Monitor and report on sales performance analytics
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Suggest innovative ideas to increase sales and improve customer experience
- Support the CEO, VP of Sales, and Director of Marketing with ad-hoc projects as needed
- As needed, support requests from Marketing, Operations, and Finance
- 4-6 years of relevant sales experience
- Outgoing, positive, friendly, and eager to be on the phone and in person
- Demonstrated history in exceeding performance goals and quotas
- Experience selling enterprise products/services with a focus on value-based selling methodologies
- Strong communications and understanding of how to identify customer needs and map business value
- Adept in using Salesforce.com and Microsoft Office applications
- Internet and research savvy using online resources such as LinkedIn and Hoovers to identify contacts within target companies
- Proficient in managing multiple simultaneous qualification and sales process
- Strong customer understanding and range between core job deliverables to solving business problems
- Must quickly assess a business situation or scenario and quickly develop and drive plans to address challenges or capture opportunities
- Willingness to accept and contribute new ideas and adapt to a rapidly changing environment
- Requires flexibility, attention to detail and fulfilling deliverable quickly
- Bachelor’s degree in Business, Marketing or Communications
- Preferred prior experience in Saas sales within the Health and Wellness Industry
DIRECTOR OF CHANNEL SALES
LOCATIONS: RALEIGH, NC (PREFERRED) + ATLANTA, GA
JOB TYPE: FULL-TIME
GoPivot is seeking an experienced Sales professional, who will be responsible for identifying and developing, market specific, consultant and broker relationships to grow channel opportunities for GoPivot.
- Develop and leverage regional and large-market consultant/broker relationships to create opportunities for GoPivot Sales.
- Cultivate these relationships to continually inform on GoPivot’s product roadmap and capabilities to serve as value-addfor Client’s wellness, safety and total rewards needs.
- Create customized and effective sales collateral for consultants and brokers.
- Manage and Delegate support for consultant/broker-generated opportunities for new business.
- Continually inform GoPivot leadership (VP of Sales, VP of Operations and CEO) of consultant strategies and opportunities for strategic. planning of initiatives
- Organize, Coordinate and Lead (along with the GoPivot Marketing team) consultant educational strategy, roadshows, and other virtual/in-person opportunities as needed.
- Monitor and report performance as it relates to consultant/broker-led opportunities and sales.
- Bachelor’s degree in Business, Public Health or Communications
- A minimum of 3-5 years experience in a sales, consultant or broker role in healthcare
- Preferred SaaS sales experience in health and wellness
- Proven sales experience in developing and expanding channel relationships, with demonstrated results (both in quota and revenue achievements)
- Strong communications and understanding of how to identify customer needs and map business value
- Adept in using Salesforce.com (or equivalent CRM) and Microsoft Office applications
- Internet and research savvy using online resources such as LinkedIn and Hoovers to identify contacts within target companies
- Requires flexibility, attention to detail and fulfilling deliverable quickly
- Ability to travel up to 50%
- Prior customer service experience preferred
- Basic knowledge of Microsoft Office