Junior Customer Success Associate (B2B, SaaS)

*HOW TO APPLY: *

Send email to [email protected] including:
- Your most recent resume.
- A cover letter explaining why you are the perfect fit for us.
- Please send us a 2-minute video recording covering:
i) What makes you a strong fit for this role
ii) What sets you apart from other applicants
iii) A fun fact about yourself — something we'd be unlikely to learn otherwise!

IMPORTANT: No application will be accepted without the above.

ABOUT goodAds.ai (formerly) SOCIOH:
We are a leading social advertising platform for eCommerce. We help brands improve the profitability of their dynamic ads on Facebook and Instagram.

goodAds.ai is a US company based in Portland, Oregon, with a distributed team — primarily in India and the US. You may need to make yourself available for early morning team calls as needed.

WHAT YOU’LL DO:

We are looking for a full-time Customer Success Associate/ Key Accounts Manager, located in LATAM or the Caribbean, who will play a vital role in the onboarding, and success of our client base of eCommerce advertisers (primarily based in the US, and during EST/PST hours). This involves working with our production and communications teams to ensure customer satisfaction through prompt empathetic communication (Slack, email), and preventing churn by detailed faqs/looms, regular performance reviews, and coordinating with the tech team to address any usability issues.

We expect you to take ownership of and pride in your work. You will have an unlimited ability to grow with us — we value smart workers who think for themselves, ask questions, and constantly strive to improve.

Customer success is an obsession with us. Though your primary task will be account management, we require excellent writing skills for all customer communication.

At least 1 year experience in an agency/account management for eCommerce clients preferred. Additional experience in creating content both in-app (help, guides, etc.) and for marketing will be an added advantage.

Your main responsibilities will be to:
- Consistently monitor client communication on Slack, email, and other CRMs.

- Understand customer requirements/concerns and answer questions promptly with clarity and empathy.

- Serve as a POC for customers with regard to the client’s advertising and technical needs.

- Coordinate between the client and goodAds.ai’s design, production, sales/marketing, and tech teams to ensure that client requirements are met in a timely manner. Communicate project scope, goals, deliverables, and timelines effectively across teams.

- Manage multiple conversations/projects simultaneously, while prioritizing key accounts.

- Tracking progress on all accounts via CRM/account management tools so that tasks are not dropped.

- Test and use our in-house software so you have a deep understanding of our app and how it works with Meta.

- Help our production team deliver designs on time.

- You may be expected to help out with other tasks as needed. While you’ll be working closely with the success team, we don’t have rigid internal structures – our team doesn’t hesitate to jump in wherever they are needed and believe they can add value.

WHAT WE’RE LOOKING FOR:

We’re looking for an entrepreneurial individual who is intellectually curious, passionate about customer success, and driven to excel. You should have great communication skills with strict attention to detail and an interest in technology.

As a fast-paced start-up, we require you to be comfortable wearing multiple hats, juggling deadlines, and thinking on your feet.

Required:

• Ability to work during US hours
• Excellent command of the English language
• Proven communication skills
• Impeccable grammar
• Extreme attention to detail
• The ability to adapt your tone/voice to the customer’s requirements
• Reliability and an ability to prioritize tasks effectively
• Empathy and curiosity
• Bachelor’s degree
• Interest in technology and eCommerce
• Team player with strong interpersonal skills

HIGHLY VALUED:

• Experience with account management especially in the US B2B market.
• At least 1 years of total experience in success roles
• Experience with Figma/Canva.
• Working knowledge of the business manager on Meta.
• Good working knowledge of various social networks (Facebook, Twitter, LinkedIn, YouTube, etc.)
• Experience with SEO.
• — COMPENSATION:

As per industry standards, based on experience and expertise.