PandaDoc

Customer Support

• Deliver happy experiences to every client you interact with
• Become an expert in PandaDoc and be able to resolve issues our customers have
• Quickly respond to customer inquiries
• Use incident management technologies to register, validate, track, and solve application incidents
• Work closely with our teams globally to deliver world class customer service

Customer Support Associate

Account Manager

• Drive significant revenue growth within your assigned SMB portfolio by consistently exceeding monthly Net Dollar Retention (NDR) targets through strategic account management and proactive identification of expansion opportunities.
• Partner closely with our Customer Success team to ensure exceptional customer adoption, proactively address their needs, and collaboratively identify opportunities for growth within their organizations.
• Minimize customer churn and maximize retention by consistently delivering value, building strong relationships, and acting as a trusted advisor to your clients.
• Conduct regular account health reviews with customers, clearly communicating the value they are receiving and outlining strategies for continued partnership and growth.
• Develop a deep understanding of your clients' businesses, challenges, and goals to uncover opportunities for our solution to drive their success and foster long-term strategic partnerships.
• Collaborate effectively with cross-functional teams (Customer Success, Legal, Accounting, Product, etc.) to ensure seamless customer experiences and address any client needs efficiently.
• Provide accurate and timely weekly revenue forecasts to leadership, contributing to predictable business outcomes.
• Maintain meticulous CRM hygiene by consistently updating opportunities and account information to ensure data accuracy and facilitate effective sales management.
• Serve as a passionate advocate for PandaDoc, confidently demonstrating the product's value and articulating its benefits to our SMB customers.
• Act as a key conduit for customer feedback, effectively communicating feature requests and product insights to our Product team and facilitating necessary meetings.
• Participate in ongoing enablement and company-provided training to enhance your product knowledge, sales skills, and industry expertise.

Customer Support Associate

Account Manager – Small Business