Jackrabbit Technologies

Customer Support

• Develop Advanced Product Expertise: Continuously deepen your knowledge of Jackrabbit’s features and functionalities, staying up-to-date with product enhancements and workflow changes, to provide industry-leading support and consultative advice.
• Knowledge-Centered Service (KCS) Ownership: Drive the KCS methodology by taking ownership of the knowledge lifecycle. This includes proactively capturing, structuring, and refining new and existing knowledge in real-time during the support workflow.
• Serve as a KCS Publisher responsible for the final validation and quality of critical knowledge articles before they are released for client self-service and team use.
• Multi-Channel Technical Support: Serve as the primary technical resource for our clients, offering support across multiple channels including chat, phone, and tickets.
• Navigate and troubleshoot a broad spectrum of issues, from browser/device compatibility to system bugs, data discrepancies, and accounting reconciliations.
• Client-Centric Solutions and Success: Engage proactively with clients, utilizing your extensive product knowledge (and leveraging the KCS knowledge base) to deliver tailored, creative solutions that address their unique challenges.
• Consultative Approach: Act as a trusted advisor to our clients, recommending best practices, workflow optimizations, and integrations to improve their operational efficiency and enhance user experience.
• Cross-Team Collaboration: Collaborate closely with the Development and Research teams to troubleshoot, escalate, and test product issues, ensuring seamless product functionality and advocating for client-centric improvements.

Software Support Representative

Sales

• Lead and manage a high-performing sales team responsible for driving new customer acquisition.
• Manage Sales Development Representatives (SDRs) and Business Development Representatives (BDRs).
• Set clear goals, KPIs, and performance metrics for success.
• Provide continuous coaching, mentorship, and performance feedback.
• Foster a collaborative, high-energy, and results-driven environment.
• Manage inbound lead flow for SMB and develop strategies for prioritizing inquiries.
• Coach team on complex, consultative sales processes for Enterprise opportunities.
• Track sales metrics and report on performance and pipeline health.
• Collaborate with other departments to ensure seamless client experiences.

Sales Manager

Customer Success Manager

• Lead and manage the client success function across both SMB and Enterprise segments.
• Directly manage SMB Account Managers responsible for client retention, satisfaction, and portfolio management.
• Directly manage Enterprise Strategic Account Executives responsible for Enterprise account management, PE sales, and Franchise expansion.
• Set clear goals, KPIs, and performance metrics for both SMB and Enterprise teams aligned to retention, expansion, and client satisfaction targets.
• Conduct regular one-on-one sessions focused on skill development, goal achievement, and career growth.
• Overall accountability for retention, growth, and long-term satisfaction across our entire client base.

Software Support Representative

Sales Manager

Client Success Manager