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Success Manager
Success Manager
Job Description
Responsible for managing client relationships, ensuring client satisfaction, and driving business growth. The ideal candidate will have experience in account management, excellent communication skills, and a passion for customer success.
Duties and Responsibilities
- Create company systems and workflows
- Develop and maintain strong relationships with clients, serving as their primary point of contact
- Ensure clients receive timely and effective support and service
- Monitor client satisfaction, identify areas for improvement and implement solutions to enhance the client experience
- Collaborate with internal teams to identify and pursue opportunities for account growth and expansion
- Develop and execute client success plans and communicate progress to internal and external stakeholders
- Conduct regular check-ins with clients to understand their needs, identify potential issues, and provide solutions
- Manage client contract renewals and upsells
- Maintain accurate and up-to-date client records in CRM systems
- Perform other duties as assigned by management
Tools
- Customer Relationship Management (CRM) software such as Salesforce, Hubspot, or Zoho CRM
- Email marketing software such as Mailchimp or Constant Contact
- Communication tools such as Slack or Microsoft Teams
- Cloud storage solutions such as Amazon Web Services or Microsoft Azure
- Video conferencing software such as Zoom or Skype
- Project management software such as Basecamp, Asana, Trello, or Jira
- Analytics and reporting tools such as Google Analytics or Tableau
Executive Assistant
Personal Assistant
Job Description
Personal Assistant that will provide personalized secretarial and administrative support in a well-organized and timely manner. You will work on a one-to-one basis on a variety of tasks related to the manager’s working life and communication with the manager/supervisor, team members and clients/customers.
Duties and Responsibilities
- Creating Workflows
- Write down steps/instructions to accomplish tasks to build workflows for ease of delegation/expansion
- Organization of files and documents
- Phone Call Management
- Manage voicemail messages
- Arrange returning phone calls
- Manage phone calls on behalf of manager/supervisor
- Calendar Management
- Set/Cancel appointments
- Remind clients of important engagements
- Schedule and coordinate staff and other meetings
- Email Management
- Remove spam/Unsubscribe to unwanted newsletters
- Organize emails
- Organize contacts
- Send email correspondence/invitations
- Create and maintain electronic filing systems
- Manage CRM/Database
- Prepare communications such as emails, invoices, reports and various other correspondence
- Travel Arrangements
- Book flights, hotels, etc.
- ISP Project Management (If applicable)
Tools
- Google applications, Microsoft Office Applications, Dropbox
- CRM – asana, hubspot, Hubspot, 17hats, Freshsales, Citrix Podio, etc.
- Zoom, Google hangouts, Google meet, Microsoft teams, Skype, etc.
- Basecamp, trello, asana
- Clockify – time tracker
Project Coordinator
Project Coordinator
Job Description
Responsible for coordinating and managing projects across different departments and ensuring that all projects are completed within budget, scope, and deadline. The ideal candidate will be detail-oriented, organized, and have excellent communication skills.
Duties and Responsibilities
- Create company systems and workflows
- Collaborate with different teams and stakeholders to define project scope, goals, and deliverables
- Develop and maintain project schedules, including task lists, timelines, and milestones
- Monitor project progress and identify potential issues or risks
- Communicate project status, risks, and issues to stakeholders in a timely and effective manner
- Coordinate project resources, including personnel, equipment, and materials
- Ensure project deliverables meet quality standards and are completed within budget
- Facilitate project meetings and document meeting minutes
- Manage project documentation, including project plans, status reports, and change requests
- Perform other duties as assigned by management
Tools
- Project management software such as Basecamp, Asana, Trello, or Jira
- Video conferencing software such as Zoom or Skype
- Time-tracking software such as Harvest or Toggle
- Document management software such as Dropbox or Google Drive
- Communication tools such as Slack or Microsoft Teams
- Cloud storage solutions such as Amazon Web Services or Microsoft Azure
Customer Service Representative
Customer Service Representative
Job Description
Customer Service Representatives respond to customer complaints, questions and general feedback in a timely manner. Throughout the day, they participate in meetings with the rest of the customer service department. They ask questions about complex customer situations in hopes of improving the quality of their responses. They also listen to presentations about new products and customer reviews to aid in their understanding of the company’s offerings.
Duties and Responsibilities
- Creating Workflows
- Write down steps/instructions to accomplish tasks to build workflows for ease of delegation/expansion
- Writing scripts/templates for calls and emails
- Providing introductory information to new customers
- Being the first point of contact for customers (Inbound/Outbound) / Act as the company gatekeeper
- Manage large amounts of incoming calls
- Follow communication procedures, guidelines and policies
- Ensuring that customers are satisfied with products and services
- Resolve customer complaints via phone, email, mail or social media
- Provide accurate, valid and complete information by using the right methods/tools
- Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Go the extra mile to engage customers
- Following up with clients or customers to check that they are satisfied with any purchase of a product or service
- Use telephones to reach out to customers and verify account information
- Doing follow up calls to customers
- Sending emails for surveys/feedback
- Troubleshooting common issues with products or services
- Letting customers or clients know about additional products or services
- Upselling/Selling
- Retention
- Escalating queries and concerns
- Working with team of CSR’s and other department so to find appropriate solutions
- ISP Project Management (If applicable)
Tools
- Online Dialer (phone.com, avaya, etc.)
- Google Applications
- Microsoft Office Applications
- CRM
- Zoom, G-Meet, Skype, etc.
- Clockify
- Self-service knowledge base for FAQs and onboarding (must come from the client)
- Any project management softwares for team collaboration (Asana, Click Up, Trello, Monday.com, Basecamp, etc.)
Bookkeeper
Bookkeeper
Job Description
A Bookkeeper, or Bookkeeping Clerk, is a financial professional who is responsible for recording a company’s financial accounts and records. Their duties include checking accounting records for accuracy, tracking invoices and payments and maintaining a system for organizing company documents.
Duties and Responsibilities
- Creating Workflows
- Write down steps/instructions to accomplish tasks to build workflows for ease of delegation/expansion
- Documenting transaction details
- Create financial reports
- Fact-check accounting data
- Recording financial transactions
- Data entry
- ISP Project Management (If applicable)
Tools
- Quickbooks desktop / online, Xero
- Google applications, Microsoft Office Applications, Dropbox
- CRM – asana, hubspot, Hubspot, 17hats, Freshsales, Citrix Podio, etc.
- Zoom, Google hangouts, Google meet, Microsoft teams, Skype, etc.
- Basecamp, trello, asana
- Clockify – time tracker
Social Media Specialist
Social Media Specialist
Job Description
Responsible for creating and executing social media campaigns, managing social media accounts, and analyzing social media metrics. The ideal candidate will have experience in social media management, excellent communication skills, and a creative mindset.
Duties and Responsibilities
- Create company systems and workflows
- Create and execute social media campaigns across various platforms, including Facebook, Instagram, Twitter, and LinkedIn
- Manage social media accounts and create engaging content, including posts, graphics, and videos
- Monitor social media metrics and use analytics to improve campaign performance
- Collaborate with internal teams to develop social media strategies and campaigns that align with overall marketing goals
- Keep up-to-date with the latest social media trends and recommend new strategies to improve engagement and increase followers
- Respond to customer inquiries and comments on social media platforms in a timely and professional manner
- Create and manage social media advertising campaigns
- Maintain accurate and up-to-date records of social media activities and metrics
- Perform other duties as assigned by management
Tools
- Social media management tools such as Hootsuite, Buffer, or Sprout Social
- Image and graphic design software such as Adobe Photoshop or Canva
- Video editing software such as Adobe Premiere Pro or Final Cut Pro
- Analytics and reporting tools such as Google Analytics or Sprout Social
- Project management software such as Basecamp, Asana, Trello, or Jira
- Communication tools such as Slack or Microsoft Teams
- Cloud storage solutions such as Amazon Web Services or Microsoft Azure