Brilliant

Account Executive

• Identify and engage new business opportunities, leveraging lead generation, prospecting, and consultative sales techniques
• Conduct product demonstrations, sales pitches, and negotiations to close new deals
• Develop and implement strategies to expand our presence in target industries and market segments
• Build a strong pipeline of potential clients, proactively reaching out to decision-makers and influencers
• Effectively prioritize and then navigate complex RFPs
• Stay informed on industry trends, competitor offerings, and emerging market opportunities to drive business development efforts
• Maintain a deep understanding of our software-enabled gifting solutions and communicate their value effectively
• Provide feedback to product and marketing teams based on client needs and market demands

Operations

• Responsible for the day-to-day execution and resolution of client order issues within our warehouse and fulfillment operation team
• Monitor the ticket queue throughout the day to ensure all open issues are progressing, prioritized correctly, and on track for SLA compliance
• Own the triage and resolution of all escalated customer issues, including order discrepancies, mis-ships, damages, shortages, and delivery exceptions
• Act as a working resource and knowledge partner for the customer support team
• Track and report on daily ticket volume, queue health, and escalation status

Customer Operations Associate

Customer Support

• Monitor the ticket queue throughout the day to ensure all open issues are progressing, prioritized correctly, and on track for SLA compliance
• Partner with peers to identify tickets that are stalled, mis-categorized, or at risk of breaching SLA and take immediate action to move them forward
• Own the triage and resolution of all escalated customer issues, including order discrepancies, mis-ships, damages, shortages, and delivery exceptions
• Communicate resolution status to customers and internal stakeholders with clarity, professionalism, and appropriate urgency
• Provide informal feedback and encouragement to team members to reinforce quality standards and a culture of accountability

Account Executive

Customer Operations Associate

Customer Support Associate