Certus

Customer Support

• Provide resolutions to queries received from customers via call, chat or email in English and Spanish.
• Ensure customers are satisfied with product or service.
• Follow-up with customers in a timely manner, when a service resolution requires investigation.
• Educate the customer to assist with self-service solutions and to mitigate future product questions.
• Utilize resources to provide first contact resolution for all contacts.
• Determine when query requires escalation after available resources have been exhausted.
• Provide basic troubleshooting assistance with common internet browsers.
• Maintain a professional demeanor with all customer interactions.
• Maintain performance metrics expectations and strive for continuous learning to achieve desired goals.
• Monitor issues and trends and escalate to management as needed.

Bilingual Customer Experience Specialist

• Provide resolutions to queries received from customers via call, chat or email in English and Spanish.
• Ensure customers are satisfied with product or service.
• Follow-up with customers in a timely manner, when a service resolution requires investigation.
• Educate the customer to assist with self-service solutions and to mitigate future product questions.
• Utilize resources to provide first contact resolution for all contacts.
• Determine when query requires escalation after available resources have been exhausted.
• Provide basic troubleshooting assistance with common internet browsers.
• Maintain a professional demeanor with all customer interactions.
• Maintain performance metrics expectations and strive for continuous learning to achieve desired goals.
• Monitor issues and trends and escalate to management as needed.
• Perform additional duties where needed.

Product Marketing

• Lead new product launches and go-to-market campaigns by creating go-to-market plans, coordinating tasks, timelines, and deliverables within the cross-functional team.
• Develop product positioning and messaging, ensuring it resonates with our customers.
• Conduct competitor and market research to provide actionable insights for our positioning, product roadmaps and campaigns.
• Partner with performance marketing teams (SEO, PPC, social), email, and content by providing product input and ensuring campaigns align with strategy.
• Monitor campaign and product performance, prepare reports, and highlight opportunities for optimization.
• Initiate and execute various growth-oriented A/B tests (messaging experiments, landing page optimizations, pricing optimizations) and report findings.

Senior Product Marketing Specialist – B2C

SEO Marketing

• Write compelling marketing copy for websites and other digital marketing mediums, including SEO-optimized articles, blogs, product descriptions, FAQs and landing pages
• Review and edit AI-generated copy for accuracy, readability, marketing effectiveness and brand style/tone
• Collaborate with the SEO team and Content team leads to refine and optimize copy
• Create persuasive marketing copy that motivates course and product sales

Senior SEO Copywriter

• Write compelling marketing copy for websites and other digital marketing mediums
• Review and edit AI-generated copy for accuracy
• Collaborate with the SEO team and Content team leads to refine and optimize copy

Client Services Representative

• Maintain and expand online training platform renewal customers to drive retention, customer satisfaction, and ACV growth for largest clients
• Achieve territory sales retention quota and Key Performance Indicators (KPIs)
• Establish productive relationships with outbound calling to all key contacts
• Assess customer’s proper administration and usage of the software to grow adoption and reinforce utilization on an ongoing basis
• Understand customer needs and issues and align product features as appropriate
• Articulate value by conducting effective software demonstrations through web meetings and conference calls
• Coordinate involvement of company resources, including services, technical support, and management to meet customer objectives
• Develop and manage annual renewal contract proposals
• Provide strategic direction to help clients meet business goals, overcome objections and impediments
• Collaborate with Sales Executive team for new opportunities with additional TPC products or separate customer locations/divisions
• Manage and monitor the relationship health of accounts, mitigate risks and maintain high customer satisfaction ratings
• Manage all customer profiles, activities, and forecasts to be accurately maintained in Salesforce.com CRM
• Maintain a comprehensive ongoing understanding of product capabilities, as well as industry trends

Client Services Manager, National Accounts

Business Development Rep

• Generate new leads for corporate sales opportunities through prospecting (cold calling, research, etc.)
• Set scheduled calls/meetings for the Account Executive Team across the Enterprise Sales organization
• Effectively meet assigned sales performance metrics and per-day quotas including outbound phone calls (dials), email correspondences, and new lead goals
• Demonstrate understanding of company products and participate in sales and technology training
• Update client notes and call progression in CRM applications
• Work as a team player providing sales support and product expertise as needed
• Complete other duties as assigned

Business Development Representative

• Achieve territory sales retention quota and Key Performance Indicators (KPIs)
• Establish productive relationships with outbound calling to all key contacts
• Assess customer’s proper administration and usage of the software to grow adoption and reinforce utilization on an ongoing basis
• Understand customer needs and issues and align product features as appropriate
• Articulate value by conducting effective software demonstrations through web meetings and conference calls
• Coordinate involvement of company resources, including services, technical support, and management to meet customer objectives
• Develop and manage annual renewal contract proposals
• Provide strategic direction to help clients meet business goals, overcome objections and impediments
• Collaborate with Sales Executive team for new opportunities with additional TPC products or separate customer locations/divisions
• Manage and monitor the relationship health of accounts, mitigate risks and maintain high customer satisfaction ratings
• Manage all customer profiles, activities, and forecasts to be accurately maintained in Salesforce.com CRM
• Maintain a comprehensive ongoing understanding of product capabilities, as well as industry trends
• Drive new business within customer accounts
• Drive and support customer usage of LMS platform
• Maintain a 93% renewal retention rate

Client Services Manager

• Maintain and expand online training platform renewal customers to drive retention, customer satisfaction, and ACV growth in the assigned territory.
• Achieve territory sales retention quota and Key Performance Indicators (KPIs).
• Establish productive relationships with outbound calling to all key contacts.
• Assess customer’s proper administration and usage of the software to grow adoption and reinforce utilization on an ongoing basis.
• Understand customer needs and issues and align product features as appropriate.
• Articulate value by conducting effective software demonstrations through web meetings and conference calls.
• Coordinate involvement of company resources, including services, technical support, and management to meet customer objectives.
• Develop and manage annual renewal contract proposals.
• Provide strategic direction to help clients meet business goals, overcome objections and impediments.
• Collaborate with Sales Executive team for new opportunities with additional TPC products or separate customer locations/divisions.
• Manage and monitor the relationship health of accounts, mitigate risks and maintain high customer satisfaction ratings.
• Manage all customer profiles, activities, and forecasts to be accurately maintained in Salesforce.com CRM.
• Maintain a comprehensive ongoing understanding of product capabilities, as well as industry trends.

Account Executive

SaaS Account Executive

• Account Executive focused on driving growth within Certus’ digital solutions across an assigned territory.
• Manage full sales cycle to expand training content and deliver tailored, solutions-based approaches to industry sectors.
• Uncover new sales opportunities via outbound prospecting, networking, and expanding existing relationships.
• Conduct product and value proposition demonstrations to decision-makers, including senior and executive management.
• Partner with Marketing to develop messaging and campaigns.
• Keep detailed notes on prospect and client interactions in Salesforce.
• Maintain and cultivate a consistent book of new business in your sales funnel.
• Present virtual solutions to prospects.

• Research and preparation of sales presentations, data, and proposals to present to clients.
• Leading presentation to 25-50 professionals at workforce development conferences across the US to maintain our brand in the marketplace
• Knowledgeable and able to present on Metrix Learning product, features, and benefits.
• Articulate value by conducting effective product demonstrations to new clients.
• Manage post-sale research, account set-up, program implementation, and onboarding.
• In conjunction with clients, create strategic implementation plans, including client goals with measurable targets.
• Provide strategic direction to help clients meet usage goals, overcome objections, and impediments.
• Manage and monitor the relationship health of accounts, mitigate risks, and maintain high client satisfaction ratings.
• Own and manage accounts, with performance measured on contract completion, managing to usage goals, and renewal.
• Anticipate, identify, and escalate accounts that are in jeopardy and make recommendations on course of action.
• Partner with internal teams as needed to address specific client concerns.
• Provide ongoing account support with regularly scheduled check-in points (virtual or in-person) and usage reports.
• Travel to onsite client meetings and conferences as applicable (usually 6 per year).
• Explore opportunities with existing accounts for upsell and expansion of existing contracts.
• Anticipate and identify ways to grow accounts, including upsells, referrals, and renewals.
• Provide Tier 2 end user technical support as needed.

Bilingual Customer Experience Specialist

Bilingual Customer Experience Specialist

Senior Product Marketing Specialist – B2C

Senior Product Marketing Specialist – B2C

Senior SEO Copywriter

Senior SEO Copywriter

Client Services Manager, National Accounts

Business Development Representative

Client Services Manager

Client Services Manager

SaaS Account Executive

SaaS Account Executive

Client Services Manager, Workforce Development Team