Customer Success Representative

▲ About Splashtop: Splashtop, the leading provider of remote desktop and device collaboration solutions, one-to-many video conferencing, and mobile mirroring apps. Our product range covers multiple platforms (Windows, macOS, iOS, Android) and is highly regarded in the IT and education community (see: www.splashtop.com and www.mirroring360.com or look for Splashtop in App Store / Google Play). We are hiring a detail-oriented Customer Success Representative to handle all programmatic communications with Customers and help increase Customer Satisfaction. ▲Key responsibilities include, but are not limited to: 1. Become familiar with Splashtop's products to be able to understand both our solution set and how they fit our customer’s needs. 2. Assist customers to switch Splashtop subscription by matching their requirements with suitable Splashtop products and services. 3. Respond fast and well to existing customers’ inquiries (email, live chat, inbound call) in accordance with established SLA and KPI. 4. Handle Renewal Opportunities and keep upsell and cross-sell in mind to ensure high retention rate. 5. Maintain Accounts and data hygiene in Salesforce and in respective sales tools. 6. Follow-up with Customer Success cases with a well-defined cadence of outreach to make sure that no customer is being left behind. 7. Collect, triage, and track prospect/customer feedback and forward them to the right internal channels. 8. Help with Inbound leads in case of peak activity. 9. Be able to adapt to flexible work schedules, including morning shifts, night shifts, weekends, and national holidays (occasionally). ▲Basic Qualifications: 1. BA/BS Degree required (or equivalent 4 years University degree) 2. Perfect English mandatory (write, read, speak) 3. 1 year minimum of work in a high velocity B2B environment with responsibility for first line of communication to the Prospects/Customers 4. Computer proficiency – Ability to multi-task across tools and platforms (Outlook, Salesforce, etc…) without making mistakes 5. Attention to detail and being a logical thinker are paramount to being successful in this position. ▲Preferred Qualifications: 1. Basic technical understanding of related terminology: software, cloud services, operating systems, server, client 2. Experience in handling customer complaints and Account Management 3. MS Office