Customer Success Strategist

Who is Newswire?

At Newswire, we are an agile group of tech and media junkies, always looking to find better ways to help our clients connect to their audiences. We offer a comprehensive SaaS based Media and Marketing platform that helps our clients across the globe send, analyze and create greater return from their PR & Communications efforts. We help our clients deliver the Right Message to the Right Audience at the Right Time through the Right Medium.

Position Overview

The Customer Success Strategist’s primary responsibility is to interact with the company's customers and are responsible for answering questions, solving problems, handling customer challenges, taking orders and promoting products and services. They may often give instructions by chat, phone or support ticket and besides performing problem-solving solutions, they also assist in sales.

This will be a great role for those with communication abilities, patience, a friendly personality, problem-solving skills and basic computer competencies. Position may lead to a role as an Engagement Manager (EM) or PR Strategist should a desire to grow beyond this role presents itself.

What You'll Be Doing:

  • Provide Customer Support - Customer Success Strategist’s main duty is to provide customer support which include answering incoming calls, answering questions about products or customer accounts, placing orders and troubleshooting issues customers may have. The Customer Care Representative spends the majority of their workday actively assisting customers in one form or another.
  • Identify Upselling Opportunities - The Customer Success Strategist may find ways to upsell or cross-sell to increase revenue and have our customers utilizing our services for their needs. They also recommend new systems and procedures to amplify productivity.
  • Applying Knowledge of Media and Marketing Strategies -Provide and develop media and press release suggestions and strategies alongside customers.
  • Document Interactions - Documenting customer interactions and calls after working with a customer to provide a quick summary of what was discussed or accomplished during their phone call.

Qualifications We're Looking For

  • 1-2 years experience in media communications, marketing communications or public relations
  • Fantastic interpersonal skills and enjoy assisting others
  • Proficient in relevant sales, marketing and productivity tools (GSuite, Salesforce, Web alerts/search, Social Media, Microsoft Office Suite, etc.)
  • Knowledge of customer service practices
  • Staying calm under pressure and wonder customer service skills
  • Experience in mediation and conflict resolution techniques
  • Comfortable working in a fast paced, startup environment
  • Excellent communicator both orally and in writing

We are a remote first organization. We have offices in Raleigh, NC but our staff are scattered throughout the globe as we are 100% remote.

Each employment package includes competitive salary, bonus and commission opportunities, access to 401(k) after 6 months with company match, medical, dental and vision coverage and paid vacation.

This position and many others at Newswire are now 100% remote.