Full-Time in Phoenix, AZ - Remote OK - Associate - SugarShot Experience
Hi, We're SugarShot. We're an open rebellion against the IT grain. We do Technology. Differently. Come join us! SugarShot is a cybersecurity company. We are growing quickly, have been honored on the Inc. 5000 3 years in a row, #1 on Clutch and have excellent opportunities for great people who are looking to change the world. Our name is unique, because our mission is unique, and so is our future.
In addition to great pay and benefits, we offer a flexible work environment, a super cool tech company vibe, continuing education and mentoring, comprehensive health benefits, 401K, profit sharing, free lunches, exciting events, and occasional video games in the late afternoons.
Client Success Administration at SugarShot is the practice of supporting our Client Success Team in delivering an excellent, memorable and on-brand experience to our Clients.
In this role, you will be responsible for providing communications, logistic, operational and analytic support to our Client Success Team and Clients to ensure that Clients' journey is an enjoyable and enlightening experience.
You Will Be Successful In This Role If...
You are highly detail oriented and care deeply about quality workmanship
You would enjoy reaching out to our Clients, asking questions and synthesizing information (this isn't cold calling, our Clients love us)
You can speak clearly and powerfully and be compelling over the phone or video chat
You have a positive attitude and are a humble Team player willing to learn and comfortable speaking up
Able to work under pressure with short and sometimes changing deadlines
You have excellent, thorough and methodical problem-solving skills and you enjoy not having loose ends
You are driven to do a great job and get tremendous sense of accomplishment from “doing things right”
You are good at building, maintaining and strengthening personal relationships
You have strong team-building skills and know how to draw on internal resources for success
You are highly knowledgeable about SugarShot’s products, services and capabilities
You can successfully engage in multiple projects simultaneously
New Client Onboarding
Create new client microboard
Assist with creation of onboarding/offboarding forms
Assist with onboarding tasks and deliverables
Ensure documentation passes from Sales team to Client Success team
Strategic Engagement Support
Maintain and organize internal documents
Provide research and insights into SugarShot/Client performance data
Assist with coordinating, scheduling, and follow-ups for strategic engagements
Prepare data for strategic presentations
Assist with Agreement Renewal Process
Internal Process Administration
Facilitate non-strategic client requests
Assist with procurement
Assist coordinating onsite visits
Assist with recurring audits
Assist with inside sales opportunities and verify client requests align with the SugarShot Product Catalog
Process and quote client requests
Custom Client Reporting
Assist in delivering performance improvement action plans
Help monitor service delivery commitments
Assist, maintain and drive improvement in CSAT & NPS response scores and rates
Processing Time for Non-strategic Requests
Monthly Reporting Completion Rate
Recurring Client Audit Completion Rate
3+ years of customer service experience or executive administration
Willingness to call Clients, collect information and schedule appointments
Prior experience using a professional CRM system, Hubspot or Connectwise a plus.
Ability to speak clearly and powerfully and be compelling over a phone
Present well on video
Able to work under pressure with short deadlines
Positive attitude, a great team player and a sense of humor!
Comfortable with computers and Microsoft Office applications