Customer Account Specialist

3 days ago

Provo, United States Otuvy, Inc Full time

Who We Are: Otuvy's core values of being Reliable, Open, Authentic, Resourceful, and Outcome-Driven shape an employee’s character. We believe, at our core, in improving 1% every day. If something doesn’t challenge you, it doesn’t change you. Our culture is focused on helping each other to always strive to be better and to become something more, both at work and personally. This philosophy has been apart of us from our roots. We were founded over 20 years ago and have bootstrapped it all the way. We are a privately owned company who isn’t afraid to take a look at ourselves and make changes for the better. We don’t just strive for this internally, Otuvy’s innovative digital suite facilitates open communication between employees, clients, and building patrons while analyzing performance. We want to enable all of our clients to achieve more than they thought possible and facilitate constant improvement.  

Our Vision: Achieve indispensability among every service provider’s tech stack 

Our Mission: Create experiences that prove the impact of a job well done Our Purpose: Unlock everyone's full potential through visibility and recognition  *If our culture does not deeply resonate with you, please do not apply.

Summary: The Customer Account Specialist at Otuvy will be responsible for ensuring customer satisfaction, providing technical support, and driving client engagement through proactive communication and problem-solving. This role requires a proactive individual who can manage client relationships, troubleshoot issues, and collaborate across departments to ensure customers' needs are met. The code word is nectarine. You’ll be a key player in maintaining long-lasting partnerships with our clients and helping them maximize the value of Otuvy’s solutions.

Who you are: Have an eye for detail, are organized, and manage your time wisely. Maintain a balance of being a true team player as well as having a competitive edge. Care about the success of your clients. Open to the best solution, regardless of its source. Coachable, can take and implement feedback. Collaborate with the rest of RevOps to develop relationships for success. Ensure everyone has a voice and is always encouraged to engage in shaping the overall customer experience. Ask us anything, but your ability to problem solve is a must, and willingness to go and figure things out on your own is key. Able to be resourceful and help develop processes and change as necessary for the betterment of the customer accounts team. Be able to thrive with the small business feel as many processes known to large companies may not be in place.

What you’ll own: Serve as the main point of contact for a portfolio of Otuvy customers, ensuring their ongoing satisfaction and engagement. Provide exceptional customer support by responding to inquiries, troubleshooting technical issues, and resolving concerns in a timely and professional manner. Proactively reach out to customers to assess needs, provide product updates, and ensure they are using the platform to its full potential. Work closely with the sales, product, and development teams to communicate customer feedback and drive continuous improvement of our software solutions. Manage the customer onboarding process, helping new clients integrate Otuvy into their operations smoothly. Conduct training sessions and webinars to educate customers on new features, best practices, and efficient use of Otuvy’s tools. Monitor customer health metrics and take preemptive actions to prevent churn and enhance customer retention. Manage customer renewals. Develop deep product knowledge to act as a trusted advisor to customers and help them solve specific operational challenges. Assist in building and refining customer-facing resources, such as guides, FAQs, and video tutorials.

Required Qualifications: Proven experience in customer support, account management, or a related role within SaaS or tech-enabled services. Strong communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences. Ability to manage multiple client accounts while maintaining attention to detail and quality of service. Problem-solving mindset with a focus on delivering positive customer experiences. Familiarity with task management or operational software platforms is a plus. Excellent organizational skills with the ability to prioritize tasks effectively. Comfortable working in a fast-paced, collaborative environment.

Why Otuvy? $20 an hour. 6 weeks of PTO per year 7 paid holidays/year. Maternity and paternity leave is available Medical, dental, and vision 401(k) with employer match. Remote friendly. Collaborative and supportive team environment. Opportunities for growth and professional development. After filling out this application, you will get an email inviting you to submit a video answering some questions. Your application will not be considered until the video submission is complete.

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