Customer Operations Specialist

Job Location(s) US-VA-Reston
Job ID
2021-1926
Company
Triblio
Category
Customer Support/Client Services
Unit
Triblio - Customer Success
Employee Type
Regular Full-Time
Career Level
Experienced (Non-Manager)

Overview

Our Business:

Triblio, part of IDG’s family of companies, is a fast-growing startup with a mission to transform the way B2B marketing and sales teams work together to drive revenue. Our account-based marketing platform is the only end-to-end solution on the market, allowing customers to analyze their prospects buying behaviors in-depth, launch marketing campaigns across multiple channels, and orchestrate strategic sales interactions at scale.

 

Our executive team has a long track record of building successful software companies and we’re looking for world-class talent to help us grow.

 

The Opportunity:

Triblio is seeking a motivated Customer Operations Specialist to join our growing team. The Customer Operations Specialist will provide day to day technical support of customer’s operational use of the Triblio platform, partnering closely with our Customer Success Managers. The role will involve set up and implementation of Triblio software, monitoring and optimizing campaigns for Triblio customers while working to triage and resolve customer inquiries or tasks delegated by the Customer Success team.

Responsibilities

  • Timely response and resolution to customer support tickets pertaining to platform usage, campaigns execution and reporting
  • Daily monitoring of customer ABM campaigns in our platform
  • Technical analysis of customer analytics and reporting
  • Assist Customer Success Managers by triaging client requests and handling technical issues
  • Working with the Product Development Team to debug and resolve complex customer use cases/issues
  • Document common customer questions and resolutions in our Knowledge Hub to enhance training materials for Triblio customers
  • Work in our Reston, VA headquarters

Qualifications

  • Bachelor’s degree in Marketing, Advertising, IT or data-related field
  • Strong analytical and data analysis skills
  • Organized and disciplined with attention to detail
  • Customer service experience with a friendly and helpful disposition in all customer interactions
  • Natural curiosity with an affinity for learning
  • Experience with technical support or a support desk is preferred
  • Some experience in coding or ability to code is a plus

The Team:

The Customer Success team acts as a critical bridge between Triblio’s customers and the rest of our company. Internally, we are versatile customer advocates who help the product and go-to-market teams understand what customers want and develop a cutting-edge roadmap to match. Toward our customers, we act as product experts on their teams and unofficial consultants helping to design and execute account-based marketing strategies. These roles demand that Customer Success team members be extremely versatile -- ready to speak intelligently about any issue that customers or internal teams bring our way. Our team is a family and thoroughly enjoy supporting one another to all achieve success alongside our customers!

 

Key Benefits/Perks:

  • Competitive salary
  • Medical, dental, and vision
  • Fun team events throughout the year
  • Clearly defined growth plan —you'll know what's required to advance your career and be given help to succeed

Other:    Successful applicants for this position must be fully vaccinated against COVID-19 as a condition of employment.  Requests for reasonable accommodation based on disability or religion will be considered on an individual basis.

 

Please upload a formatted version of your resume and cover letter during the application process.

 

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

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