Job Details
Skills And Tools:
Job Description
What do we need from you?
We’re looking for Platinum Experience Managers to work directly with our Platinum customers ensuring that they receive outstanding customer support. We want bright, motivated people who are passionate about delivering outstanding service.
The Platinum Experience Manager (PEM) works on behalf of our platinum customers to ensure their software support issues are prioritized appropriately, resolved completely, and solved as quickly as possible by our teams. PEMs have monthly calls with the customers assigned to them and they work the key issues through these calls and follow-up emails. On average, PEMs have 10 Platinum Experience calls per week and spend the rest of their time researching issues, following up through email, and participating in support management activities.
The PEM will also work with selected customers on non-Platinum support plans to help demonstrate the benefits of Platinum membership while encouraging these customers to consider upgrading their support plan to Platinum.
Please note that this is not a technical position, as PEMs are focused on issue management, relationship management, and project management.
Total compensation is $18/hr for the ongoing PEM role. We’ll pay you this hourly rate during your trial week whether or not we end up hiring you for a long term contract.
Job Requirements
We are looking for PEM candidates who have the following skills, experience and attributes.
- At least 3 years experience in at least one of the following: customer account management, customer relationship management, or project management. We strongly prefer candidates who have experience serving as the primary person interacting with the customer and managing the overall customer relationship.
- The ability to be effective in a dynamic work environment with changing priorities and multiple customers (external and internal).
- A general understanding of technical vocabulary; you don’t need to be able to provide direct tech support, but you do need to be able to follow the conversation.
- A positive and resilient mindset
- Strong written and verbal communications skills in English. Fluency in French, German, Spanish, Japanese, or Italian is a plus, but not required.
- Business Computer skills, such that you are effective with applications like Microsoft Office and Google Docs.
- Bachelor’s degree or higher (preferred)
- PMP certification or similar (preferred)
To qualify, show us who you are. First, please provide a resume/ CV demonstrating the required experience and skills. From there, to help us find the top 1% of talent, we ask that you first complete a relatively short online skills assessment test. If you meet the minimum standards, you will be contacted about an interview and, if that goes well, we will hire you into a one-week probationary period (see ‘Note’, below). This step is designed to assess your skills and your ability to perform functions relevant to our needs. It will also give you a chance to see what the job will be like. If you prove to be what we need, your probation assignment will be extended to regular, full-time work. We are looking for the best of the best, but even though you may not make the cut during your probation week, if you show great potential, we may have other positions for you.
Note: candidates who are selected for the paid probation assignment will be asked to participate in a brief online interview with recruiting staff to fulfill administrative requirements, including contracting and providing verifiable identification and other information needed for the required background check.
