Granum

Sales Development Rep

• Reporting to SDR Manager
• Responsible for prospecting new business and building successful relationships with ideal customer profiles through cold calling and outbound activity
• 100% B2B sales in a high-volume SMB environment
• Successfully qualifying leads for the Account Executive team
• Managing 100% outbound efforts
• Working closely with management to align on strategies, guidance, and support
• Responsible for attending trade shows across Canada + US approximately once a quarter
• Playing a crucial role in expanding market reach and achieving company revenue goals
• Being a strong ambassador and face of the brand
• Tracking and reporting on KPIs and performance

Sales Development Representative

Frontend Engineer

• Develop, test, and maintain responsive web applications using Angular
• Collaborate on technical architecture, design, and leadership with your development colleagues to build cohesive solutions
• Develop clean, well-tested, secure, and scalable UI code for our products using Angular
• Work alongside backend teams developing C#/.NET APIs to ensure seamless frontend-backend integration
• Participate in the design and management of Azure resources, including Terraform-managed infrastructure
• Provide technical support for complex tier 3 customer issues
• Communicate effectively within Agile SCRUM teams and asynchronously via Slack to maintain smooth project flow

Frontend Developer

Customer Success Manager

• Directly responsible for renewals and expansion and collaborating closely with team members to generate these opportunities
• Create and monitor customer health metrics to identify potential churn risks, and accounts that need assistance receiving full value from SingleOps.
• Audit customer adoption trends in ChurnZero to pinpoint product experiences that need simplification.
• Manage NPS process from start to finish. Working with detractors to improve their SingleOps experience.
• Represent the voice of the customer as SingleOps evaluates core product, marketing, and sales processes
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Acting as an advocate between the company and a number of named enterprise and strategic accounts
• Develop a process for low touch accounts to ensure engagement and overall success, including weekly webinars and automated communication cadences

Customer Support

• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
• Directly troubleshoot customer issues and resolve them by implementing attainable solutions
• Evaluate and escalate bugs to development as they come to your attention inside the product
• Provide feedback to develop support processes. Your input will ultimately add value for our customers
• Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation).
• Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
• Work cross-functionally with other members within the organization

Sales Development Representative

Frontend Developer

Customer Success Manager

Customer Support Specialist