Points North

Customer Support

• Communicate with clients by phone, email, and team collaboration platforms (such as Microsoft Teams).
• Identify client issues with Points North’s software as a service (SaaS) certified payroll and compliance products.
• Troubleshoot Points North products and integration with third party products (such as payroll or timekeeping systems).
• Resolve a wide mixture of problem complexity, requiring between 5 minutes to several hours to achieve resolution.
• Work independently on support requests approximately 80% of the work week.
• Collaborate with subject matter experts (SMEs) and Technical Support over team collaboration platforms on complex or technical issues.
• Escalate client product enhancement requests and potential software bugs.
• Document and track each support request in support’s ticketing system.
• Perform research within the prevailing wage sector.
• Participate in daily and weekly sprint activities to continuously improve knowledge, processes, and tools.

Client Support Specialist

Marketing

• Establish Scalable Programs: Develop repeatable partner marketing frameworks that scale across the ecosystem.
• Drive Joint Campaigns: Plan, execute, and optimize co-marketing initiatives (digital, events, webinars, content, and more) that generate pipelines and equip partners to win.
• Maintain Enablement Materials: Build and maintain sales-ready assets such as pitch decks, battlecards, playbooks, and messaging guides that support both internal teams and partners.
• Empower Partners: Deliver the right resources, messaging, and programs to support partners through every stage of relationship.
• Collaborate Across Teams: Collaborate with sales, product, and marketing teams to ensure strategic alignment with partner GTM strategies.
• Coordinate Events & Sponsorships: Manage logistics, messaging, and presence for co-hosted events, tradeshows, trainings, and regional field activities.
• Serve as Marketing Liaison: Act as the primary marketing point of contact for partner managers, aligning demand generation and enablement efforts.
• Analyze & Optimize: Evaluate lead flow and campaign performance, providing insights and recommendations to drive continuous improvement and scalability.
• Support Broader Marketing Efforts: Contribute to additional lead generation initiatives as needed to strengthen overall marketing impact.

Client Support Specialist

Partner Marketing Manager