Relationship Manager

The WordPress VIP team provides consulting, support, hosting, training, and other services to some of the biggest and best WordPress sites on the web. Our clients include Facebook, Microsoft, News Corp, FiveThirtyEight, The New York Times, and hundreds more.

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We are a fully-remote company offering flexible work arrangements that allow our team members to work when and where they feel best. For this role, we're prioritizing applicants with deep experience in the market of North America.

Learn more about How We Hire and What We Expect from Ourselves.

About the Role

The Relationship Manager role is responsible for customer retention and growth at WordPress VIP. You are the point person for the business, procurement, and senior product teams running some of the biggest WordPress sites on the web. You have the ability to view customer health holistically and seek new opportunities within a current account.

You pride yourself in establishing long-term relationships and being the customer’s trusted advisor.  You understand that VIP and WordPress are the best partners to support your customers’ content efforts. 

Responsibilities:

• Build and maintain strong relationships with a book of WordPress VIP clients, developing an understanding of the business strategy
• Develop high-impact strategies around customer retention and Net Revenue Retention
• Identify and pursue strategic opportunities for growth within the accounts
• Represent Automattic and WordPress VIP and build awareness of our products and services in the customer’s organization ie. WooCommerce, Parse.ly.
• Steer complex pricing negotiations with key stakeholders
• Support customers through their full journey from onboarding to expansion.
• Proactively communicate needs, alerts, and statuses internally at WordPress VIP.

Requirements:

• Several years of experience as a Relationship Manager, Customer Success Manager or Account Manager
• Experience communicating and negotiating with C-Suite and other senior executives and stakeholders
• High degree of emotional intelligence and customer empathy
• Excellent communication skills; written, oral, and presentation
• Experience meeting and exceeding Net Revenue Retention (NRR) and growth goals
• Demonstrated ability to steer and de-escalate sensitive or tough customer situations
• Ability to upskill in WordPress

Preferred Skills:

• A deep understanding of Enterprise WordPress and our competitors
• Prior experience in SaaS
• Experience working in a distributed environment and with open-source software would be a plus.

Prospective Relationship Managers will be evaluated by the Platform, Application, and Premier RM teams.  

About Automattic

Our team is part of Automattic, a distributed company with more than 1800 Automatticians in 75+ countries speaking 90+ different languages. We’re the people behind WordPress.com, WooCommerce, Jetpack, Tumblr, Simplenote, Longreads, and more. Our common goal is to democratize publishing and commerce so that anyone, anywhere can tell their story or sell their product. 

Diversity, Equity, and Inclusion

We’re improving diversity, equity, and inclusion in the tech industry. At Automattic, we want people to love their work and show respect and empathy to all. We welcome differences and strive to increase participation from traditionally underrepresented groups. Our DEI committee involves Automatticians across the company and drives grassroots change. For example, this group has helped facilitate private online spaces for affiliated Automatticians to gather and helps run a monthly DEI People Lab series for further learning. Diversity, Equity, and Inclusion is a priority at Automattic, though our dedication influences far more than just Automatticians: We make our products freely available and translate our products into and offer customer support in numerous languages. We require unconscious bias training for our hiring teams and ensure our products are accessible across different bandwidths and devices. Read more about our dedication to diversity, equity, and inclusion and our Employee Resource Groups.

Benefits

• Open vacation policy (no set number of days per year). We encourage all employees to take the time they need for vacation, to pursue their own interests, to stay healthy, and to spend time with friends and family.
• Home office setup and coworking allowances. Working from a coffee shop? You can use your coworking allowance for the requisite latte!
• We happily provide or reimburse hardware and software you’ll need, as well as books or conferences that promote continued learning.
• Company-sponsored life insurance.
• Open parental leave (includes maternity, paternity, and adoption). If you’ve been with Automattic for 12 months, your leave is fully paid.
• WordPress-branded laptop at your four-year anniversary. A spiffy set of wireless headphones at your seven-year anniversary.
• Paid two to three-month sabbatical encouraged every five years.
• We cover all costs of company travel, so dust off that passport! Your team will get together one to three times per year in locations around the globe. Note: all company travel is currently suspended due to COVID.
• Other benefits are country-specific and include health, vision, and dental insurance; matching retirement/pension contributions; childcare vouchers; income protection; travel insurance; and discount offers.

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Online Customer Chat Cpecialist-Call Center

We are looking for additional Customer chat specialist to support our growing customer base. If you have a strong work ethic, a"do whatever it takes" attitude, and can thrive in a family work environment - this is the job for you! Apply today to begin your journey with an established, reputable, family-oriented company that values their employees' opinions and contributions!

APPLY HERE

Responsibilities :

• Answer inbound phone calls and respond to email inquiries
• Perform outbound calls with existing customers
• Create service tickets and schedule appointments accurately
• Review customer account information.

Requirements

• Strong English verbal and written communication skills
• Attention to detail and accuracy a must
• Excellent email handling skills
• Strong customer service focus with the ability to empathize as well as prioritize customers' needs
• Must be able to multi-task
• Solid sales acumen
• Minimum typing skills of 30 words per minute
• Determination to succeed
• Personal accountability is a necessity
• Contact Center background preferred
• Bilingual (Spanish) a plus.

Benefits

• Competitive wages
• Paid Time-Off
• Company-provided life insurance and short term disability
• Eligibility for medical, dental, vision, and additional life insurance
• 401(k) with company match.

APPLY HERE

Outreach Specialist / Link Builder [100% Remote]

About the Job

You’ll be in charge of link building tasks on SEO client projects. This includes hands-on work, managing multiple projects with time constraints at the same time, and adjusting strategy as necessary.

Your main task will be to communicate with various website owners to promote our clients’ content. 

We intend to enter into a long-term, project-based collaboration. You will receive your assignments from the founders directly.

APPLY HERE

Responsibilities:

• Promote content and articles through concerted email outreach to get authoritative websites and publications to link back.
• Familiarize yourself with multiple online niches, identify key influencers, and start conversations with them. Maintain these relationships to produce positive results for both parties.
• Discover link building opportunities through industry-specific searches
• Ability to track your link building efforts and report results on a monthly basis.
  
  

Requirements:

• Excellent verbal and written communication skills
• Ability to work within a team and independently
• Assiduity in performing long-term tasks of the same type.
• Ability to handle large volumes of projects quickly across various industries
• Expert level attention to detail is essential
  
  

Preferred Qualifications:

• Basic understanding of SEO and function principles of search engines;
• Basic understanding of internet marketing;
• Experience in customer support or customer-facing communication 
• Tech-savvy and willing to learn new tools
  
  

We offer:

• Create your desired lifestyle
• Travel and work from wherever you want
• Possibility to move your residence to a country of your choice
• Flexible schedule to allow for an optimum work-life balance
• Create space for personal plans
• Opportunity to be with dofollow.io team for a long time. We are focused on long term collaboration more than on one-time freelance projects
• Grow with the company
• At dofollow.io we find extraordinary talent and build positions around their skills
• Access to very experienced team members in various Digital Marketing areas. 
• Every 30, 60, or 90 days propose 1 or more projects you would like to develop for the company. We appreciate and support the initiative.
  
  

This is an entry-level position that can be a good start for building a career in online marketing.

 

Apply for this Position

If you’re interested please follow this link, fill out the Google form and provide all the required information. We will contact you regarding the next steps (usually within 4-6 weeks).

 

APPLY HERE

Customer Support/Sales Lead

WiFi Tribe is a community of 1,071 remote professionals from 62 nationalities. For the last 5 years, we have been traveling the world together with our members, living in a different city every month.

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Due to the global pandemic, the interest in what we do has exploded. We're now expanding our team and looking for a talented person to help our members get on the road and take on the world with us.

The Tribe Support & Sales Lead is the centre point of all communication with our members and soon-to-be members. Tribe Support is our WiFi Tribe term for customer success.

This is definitely a hands-on role. It's all about obsessing over great communication, making quick decisions, guiding our members through their journey with us, helping them solve problems and challenges they face along the way, doing everything in your power to encourage (the right) people to join and to keep coming back, and building the processes and systems that will take our support team to the next level.

You will be both the voice of WiFi Tribe and the voice of our members at the same time, as you champion for their concerns and perspectives in front of the rest of the team. You will also be applying your natural sales talent to help accepted members make the decision to join the Tribe and to ensure that our Chapters are always fully booked.

This is a fully remote role, with the opportunity to join some of our Chapters and travel with our members too!

Who We Are (Our Culture)

• We are family. We’re a small, tight-knit team and although we’re fully remote, we take every chance to be together. We look out for one another and cheer each other on.
  
  
• We’re obsessed with this community. We have all chosen to join the team, first and foremost, because we love this community; a place where remarkable people from all over the world meet to take on the journey of life together.
  
  
• We’re as diverse as the United Nations. Our team of 13 comes from 10 different countries. Many of us have become permanently nomadic global citizens, as we travel the world side-by-side with our members.
  
  
• We’re small but mighty. What we don’t have in numbers, we make up for in determination and resourcefulness. We’re nifty, we’re inventive and we don’t give up.
  
  
• We are brave. We don’t compromise when it comes to our values, our mission, or who we are. Every member of our team has the courage to stand up for what they believe in and challenge bad ideas. We know that doing the right thing always pays off in the end.
  
  
• We care. We take full ownership of our work because we take pride in everything we do. We care about how we show up and who or what we’re becoming. And of course, we care about our teammates and our customers members.
  
  
• We’re explorers at heart.We’re curious and adaptable, which is why each of us chose to take on this crazy challenge of building a global community and a startup at the same time. Everyone on the team has lived, worked, and travelled with the Tribe for at least a month – some of us for years. Joining this team means embarking on the biggest adventure of your career… but don’t worry, you’re in good company.
  
  
• We lead with humility. We don’t compete for wealth, titles, or status; we’re driven by passion and excitement for our mission. There is no space for big egos here.
  
  
• We treat people right. There is never a good enough reason to treat someone without dignity and respect. We challenge ourselves to treat others the way they would want to be treated.

Who You Are

• You’re a skilled customer experience manager. You’ve got 1-2 years of experience in customer happiness and success. This won’t be your first time building out systems and optimising the customer experience department.
  
  
• You’re able to understand how others feel. You’re able to put yourself in the shoes of our members, especially those who are new to our community and this lifestyle. It takes courage and determination to make this lifestyle a reality and a leap of faith to join our community.
  
  
• You have a mind for strategy. You enjoy taking on a challenging goal and working backwards to make it happen. You spend time thinking about how your work fits into the bigger picture and how to achieve your desired outcome.
  
  
• You set your own course. As long as you know clearly where you’re going, you know that you’ll be able to figure out how to get there. You don’t wait for someone to tell you what to do.
  
  
• You’re super organised. You can work systematically and manage to keep on top of everything. You hate to leave things unfinished and always circle back around to make sure that everything has been taken care of.
  
  
• You obsess over details. You put care and attention into everything you do; your choice of words, the structure of your email, and even the punctuation. You know that the way that you write has a big impact on how the person on the other end feels.
  
  
• You love to communicate in writing. You’re one of the best writers you know. You know that you can convince anyone if you can just write them an email. You’re quick at it and you feel totally at ease with words!
  
  
• You’re a natural at sales. You have a natural talent when it comes to talking to people’s needs and emotions, and helping them overcome their blockers. Maybe, you don’t quite identify as a sales person because it’s such a subtle and natural way to communicate for you and you dislike the negative stigma that comes with sales, but you know you’re great at it.
  
  
• You enjoy solving problems. If there’s a challenge, you will find a win-win outcome. You dig deep until you understand what is truly going on under the surface that might have been left unsaid.
  
  
• It’s in your nature to help others. You care deeply about fairness and you’re always looking out for others. You’re the person who others come to for help and you love being that person.
  
  
• You’re a quick decision-maker. Analysis paralysis is not something you suffer from. You’re able to quickly assess a situation and respond thoughtfully but without overthinking it.
  
  
• You don’t crack under pressure. You don’t shy away from addressing conflict. You know that at the other end of conflict is usually just frustration that needs to be voiced, understood and talked through.
  
  
• You’re a tinkerer. In your professional career so far, you’ve noticed that you’re always making improvements, big or small. You can’t sit still because you know that there’s always something that can be made better. You love doing things efficiently.

Things You Might Do

• Take ownership over Tribe Support. This means managing the department, overseeing all email communication with the WiFi Tribe community, and being the champion/voice for our members to the rest of the team.
  
  
• Help applicants who were accepted by our Admissions team in making their decision to join the community, and make their onboarding journey smooth.
  
  
• Advise members of what Chapters might be best suited for their journey and discuss concerns.
  
  
• Write member-facing documentation, PDFs, and communications to inform the community about big updates.
  
  
• Set aside time to make impactful, long-term improvements and carefully document all processes within your department.

Required Skills & Experience

• 2+ years working as a customer success manager
  
  
• Experience in a sales role
  
  
• Impeccable grammar and eloquent written English 
  
  
• Ideally, you’re comfortable with design tools and have basic design skills to make documents look good

Perks & Compensation

• $30,000 - $50,000 p.a. for full-time (but the role will likely start as part-time)
  
  
• The chance to take on a key role in a (still) small but growing start-up, positioned with a strong brand in a market that has just blown up overnight
  
  
• Fully remote work (from wherever in the world you feel most productive) 
  
  
• A month of working from anywhere on us; join one of our Chapters (worth ~$2,500) so that you can soak in the experience, travel and work remotely alongside our community, and learn from incredibly talented remote professionals
  
  
• Be part of a tight-knit community of 1,071 remote-working, entrepreneurial professionals and build your global network 
  
  
• Sponsored learning resources (e-books, audiobooks, online courses, etc.)

How to Apply

Our application process has 5 stages:

1. Please send in your application through this form
2. The second stage involves more written questions
3. The third stage is a video interview call
4. We may ask you to provide additional professional references
5. The final stage is an interview with our CEO and COO

Deadline

Our deadline is: Friday, October 8th, at 11pm CET (5pm ET). Click here to add a reminder to your calendar so you don't miss the deadline!

APPLY HERE

Documentation Specialist

Time zones: EST (UTC -5), CST (UTC -6), PST (UTC -8)

Fleetio is a modern software platform that helps thousands of organizations around the world manage their fleet operations. Transportation technology is a hot market and we’re leading the charge, with raving fans and new customers signing up every day. We recently raised a $21M Series B round and are on an exciting trajectory as a company.

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As Fleetio’s Documentation Specialist, your job is to produce high-quality, easy-to-understand documentation, instructional videos, and other help-related content to increase the productivity and user happiness of our growing customer base. You'll utilize information architecture best practices to maximize the usability and findability of our extensive Help Center. You'll analyze our customer interactions to identify articles to optimize, find opportunities to add additional content and provide feedback to the product team.

View our Help Center here: https://help.fleetio.com/

As a member of the Customer Support Team, you will design engaging content for our Help Center, including Getting Started guides, video tutorials, onboarding checklists, best practices guides, FAQs, training materials, and other content. You will collaborate with Product Managers & Designers, Software Engineers, Customer Success team members and others to ensure product and documentation continuity. You will be responsible for maintaining all key processes around content management including development, approval, publication, and refreshes. You will be an expert on the Fleetio platform and the fleet industry and use that knowledge to support various internal departments with your assistance and content

We're looking for someone who is tech-savvy, a stickler for grammar, and an expert at finding just the right combination of words to make complex subjects easy to understand. You are obsessed with the details, and you genuinely care about providing your customers and coworkers with the best self-service experience. Be sure to mention coffee in your cover letter so we know you actually read this.

What you'll be doing

• Become a Fleetio product expert, being aware of the latest releases and features.
• Collaborate with stakeholders to create written and video documentation to help our customers better understand Fleetio's features.
• Manage all current content in the customer-facing Help Center.
• Apply existing processes and develop new approaches to content management, including content identification, development, approval, publication, and updates.
• Use Salesforce Community Management Package, along with Google Analytics to track, analyze and improve help center content.
• Assist with answering internal product queries to identify gaps in our knowledge base.
• Help out in the Support Queue answering customer inquiries as needed.
• Master our knowledge base platform (Salesforce Digital Experiences), adopt existing practices and advocate for new approaches and implementation.
• Cross-train with QA and Support teams to broaden your knowledge and skillsets.

What's in it for you

• Be part of an incredible team of A-players who go above and beyond to make Fleetio a successful company. We're a customer-centric team with a great product, excellent support, and countless happy customers.
• Work from our HQ in Birmingham, AL, or remotely (within the United States). As a company, we strive to promote a strong remote working culture and have done so since the beginning (2012).
• Collaborate in a transparent environment where you are provided the necessary tools, processes, and encouragement to excel every day.
• Be heard by colleagues who are eager to apply the best practices and ideas you bring to the table and who will share theirs as well.
• Work with fascinating customers who are leading the global transportation industry.
• Thrive in an environment where you are encouraged to give our customers the proper care and attention they need to be successful.

More about our team and company

• Watch our culture videos: https://fleet.io/culture
• Fleetio overview video: https://www.youtube.com/watch?v=IlvIbwZT3oU
• More about the Fleetio platform: https://www.fleetio.com/features
• Our careers page: https://www.fleetio.com/careers

Requirements

• At least three years of experience developing customer-facing content in a SaaS/B2B environment and experience managing the content development process from beginning to end.
• A proven record of creating content and training that directly impacts customer success.
• Experience analyzing user interactions with Google Analytics, FullStory or Heap.
• Experience with Salesforce Digital Experiences and video production tools such as ScreenFlow or similar.
• Proven ability to write in explanatory and procedural styles for multiple audiences.
• Your work is meticulous and precise when executing a task. When it comes to details, you are painstakingly accurate and consistently thorough.
• Excellent written communication skills in English.
• Bonus points if you have experience supporting SaaS products and/or Fleet Management industry experience.
• In order to be considered for this role, we ask that you share your portfolio or some samples of your work when submitting your application.

Benefits

• 100% coverage of employee health and dental insurance (50% family)
• 401(k) + match
• Company stock options
• Vision, STD & LTD
• Dependent Care FSA and Medical FSA
• Generous PTO, Company Holidays & Floating Holiday
• Maternity/Paternity leave
• Community service funds
• Mac laptop
• Professional development funds
• Health and wellness incentives
• Remote working friendly since 2012 

APPLY HERE

Customer Success Manager (Growth Advisor)

Please apply by sending an email about yourself and resume to: customersuccess@solidcommerce.com

Our Services & Support Culture:

• We are a team of dedicated, creative, and highly collaborative innovators who prize integrity, courage, and enthusiasm
• Every member of our Services & Support team is a key player, and every customer’s success is our goal
• We believe in nurturing team members and encouraging them to grow their skills, talents, and careers
• We love people who share their ideas, and who are open to suggestions/feedback. We are always learning from one another and are looking for someone who appreciates this dynamic.

 

What You'll Do:

• Nurture and develop strong relationships with customers through ongoing and proactive communication, ensuring customer satisfaction and retention rates
• Onboard merchants to the platform and provide orientation to multi-channel marketplace selling
• Provide guidance on best practices while selling on e-commerce marketplaces selling best practices
• Understand client’s key goals and objectives, manage expectations and drive strategic goal alignment
• Develop a deep understanding of all products and ensure that accounts are utilizing all the appropriate features
• Keep up to date with market changes and product developments, communicate the impact on customer’s businesses and recommend action plans
• Provide the customer with an understanding of the resources available to help them achieve their sales goals
• Act as the customer advocate by assisting issue resolution and driving escalations as necessary
• Effectively work alongside other departments - including sales, product, and support - to ensure client success and that all work is carried out in a timely and accurate manner
• Capture client feedback and be the voice of the customer internally to impact processes and product development
• Be an agent of change by sharing your knowledge, tools, and techniques with the team

 

Skills & Requirements:

·       Technical Account Management Experience is key

·       Previous experience in retail, online retail or marketplace (Amazon, eBay, etc.) selling

• Experience delivering and supporting a SaaS solution is strongly preferred
• Ability to quickly learn new technologies and processes
• Excellent client-facing and internal communication skills
• Excellent written and verbal communication skills
• A strong customer service orientation and the ability to form long-term customer relationships
• Proficiency using Excel and MS Office applications
• Solid organizational skills including attention to detail and the ability to manage multiple concurrent projects
• Self-starting attitude and passion for succeeding, while also being a team player and role model to other team members
• 1-2 years of relevant work experience

 

Nice to Have:

·       Associates Degree (A.A.) / Bachelor’s Degree (B.A.) 

• Ability to manage and shift priorities quickly and effectively when needed
• Ability to work under pressure to deliver high-quality deliverables
• Experience with CRM
• Hunger for continued learning

Account Manager for Digital Marketing Agency

If you have an interest in Internet Marketing (SEO, SEM, Social Media, Email Marketing), this is the opportunity you have been looking for!

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We are currently looking for a top-notch Account Manager to join our team. We are a fast-growing Internet marketing company in need of a creative person who understands the concept of the client always "comes first". We are looking for individuals willing to grow with our fast-growing company. The Account Manager will assist with the communication between our company and the clients.

Company Overview:

Plumbing & HVAC SEO is a Full-Service Internet Marketing company based in Miami, FL that helps local businesses increase their sales, improve customer retention and enhance their profitability by more effectively marketing online via Search Engine Marketing (SEO & PPC), Social Media (Facebook, Twitter, LinkedIn, Google Map, Etc), & other online marketing platforms.

We have been recognized as one of South Florida's fastest-growing Internet Marketing Agencies. Since our inception in 2011, we've grown from a small 2 person agency to a team of more than 20 serving over 100 clients throughout the United States.

At Plumbing & HVAC SEO, our employees are our most valuable asset - a group of talented thinkers, dreamers and doers who move the industry forward and provide our clients with impeccable service. Within our walls, you will find a one-of-a-kind culture that empowers the industry's brightest individuals to do their best work, a culture where each individual is encouraged to further develop their professional goals. We understand that the journey is just as important as the destination!

Job Overview:

As an Account Manager, you will need to know your accounts like the back of your hand. You would be the main point of contact for your clients and will be accountable for the retention of your clients, along with upselling service add-ons to your clients.

You must be willing and able to provide to following to your clients:

• Responsiveness
• Sense of Urgency
• Monthly calls with clients
• Must have an analytic eye and attention to detail 

What We Look For:

• Someone who is willing to go above and beyond
• Someone not into the job just for the money
• Self-motivated, detail-oriented, able to handle multiple projects, multi-task and meet tight deadlines.
• MUST BE able to accept criticism.
• Ability to work effectively, both independently and with other team members.

Qualifications:

• 2+ Years experience in a Customer Service or Account Management position
• Office- Work Experience REQUIRED
• You do not need to be a Marketing expert. We will train.

Benefits:

• Excellent Health Coverage
• Dental/Vision Insurance
• Paid Time Off
• 401k & Life Insurance

The online marketing / SEO industry is rapidly changing.

Internet Marketing Space is an exciting industry where you can maximize your years of experience. If you are looking to be part of a dynamic environment with a growing company, provide a cover letter with your resume stating why you feel you are the perfect candidate for this position and why you have what it takes to be Plumbing & HVAC SEO’s next Digital Marketing rockstar!

APPLY HERE