SOCi, Inc.

Customer Support

• Provide advanced product support to clients, troubleshooting and resolving complex issues related to SOCi’s platform and services.
• Serve as the primary point of contact for escalated support cases, ensuring timely and effective resolution.
• Collaborate with product management, engineering, and other internal teams to diagnose and resolve product issues, providing detailed feedback and insights to drive product improvements.
• Develop and maintain comprehensive knowledge of SOCi’s products and services, staying current with new features, updates, and industry trends.
• Create and maintain detailed documentation of support cases, resolutions, and best practices to facilitate knowledge sharing and continuous improvement.
• Conduct regular training sessions and workshops for clients, providing guidance on best practices and optimal use of SOCi’s platform.
• Mentor and provide guidance to junior support specialists, fostering a culture of continuous learning and professional development within the support team.
• Monitor and analyze support metrics to identify trends and areas for improvement, implementing strategies to enhance the overall client support experience.
• Participate in client success initiatives, contributing to the development and implementation of strategies to drive client engagement, satisfaction, and retention

Senior Product Support Specialist

Events

• Support the coordination and execution of SOCi events, including regional events, webinars, virtual experiences, and the annual Reimagine Conference
• Assist with event logistics such as scheduling, vendor coordination, asset preparation, shipping, registration management, and internal communication
• Help develop and organize event promotional materials, including emails, landing pages, social posts, and other multi-channel assets
• Support customer marketing initiatives by assisting with email campaigns, lifecycle touchpoints, direct mail programs, and engagement efforts
• Coordinate with the social media manager to plan and schedule event- and customer-marketing-related social content
• Collaborate with cross-functional teams such as Demand Gen, Content, Sales, Customer Success, and Product to ensure alignment on event and campaign needs
• Assist in updating and maintaining marketing calendars, project plans, timelines, and shared documentation
• Support content-related tasks such as drafting or proofreading copy, preparing event descriptions, updating landing pages, and coordinating asset creation with designers
• Assist with CRM tasks, including list preparation, data cleanup, tagging, tracking, and campaign setup
• Pull basic reports and support the tracking of event effectiveness, campaign performance, and customer engagement metrics
• Conduct research on venues, vendors, event opportunities, competitive activities, and industry trends
• Organize and maintain digital assets, content libraries, and shared resources to support team efficiency
• Support general marketing operations and cross-functional projects as team and business needs evolve
• Be flexible and open to additional responsibilities as assigned

Events & Customer Marketing Coordinator

Account Executive

• Build and execute account plans to drive growth and retention across SOCi’s enterprise multi-location customer base
• Cultivate deep, long-term relationships with executive stakeholders and decision-makers within your accounts
• Act as a trusted advisor, ensuring clients maximize value from SOCi’s platform and services
• Represent SOCi at customer-facing events, industry conferences, and strategic account reviews
• Serve as a subject matter expert on localized marketing at scale, helping clients solve complex challenges with SOCi solutions
• Partner cross-functionally with customer success, product, and marketing to deliver exceptional customer experiences
• Identify upsell and cross-sell opportunities to expand SOCi’s footprint within existing accounts
• Use SOCi’s internal tech stack (CRM, enablement, marketing tools) to manage your business effectively and track client health
• Maintain strong forecasting accuracy, pipeline discipline, and accountability to growth targets
• Deliver compelling business cases and presentations that articulate the ROI of SOCi to client executives
• Focus on solving business challenges through innovation, while keeping a customer-first mindset
• Remain adaptable as client needs evolve, supporting additional initiatives as required

Global Account Director

• Generate business plans to define your business strategies and tactics
• Consistently identify new sources of business
• Prospect and sell opportunities into multi-location brands
• Represent SOCi at top industry and vertical events
• Be a subject matter expert on the value and benefits of localized marketing at scale and how SOCi can support their needs
• Work collaboratively with a team to drive growth with new and existing customers
• Continuously stay abreast of new company technologies and services to maintain a competitive advantage
• Manage and maintain sales pipeline as well as projected contract closing dates
• Build a good case for prospective clients, developing relationships with high-level decision-makers, and making a compelling presentation to close business
• Creatively solve problems with the ability to understand and resolve prospective client challenges/objections
• Use your understanding of the industry's issues towards a commitment to advance SOCi's forward-looking strategies within the marketplace

Customer Success Manager

• Manage, coach, and develop a team of Customer Success Managers (CSMs), providing clear expectations, feedback, and operational guidance.
• Monitor team performance across KPIs tied to retention, adoption, engagement, and customer satisfaction.
• Support CSMs in building and executing Success Plans that help customers achieve meaningful outcomes and mitigate risk.
• Ensure CSMs maintain strong, multi-threaded relationships within their accounts and act as trusted advisors to their customers — including navigating M&A of properties, as well as changing industry regulations.
• Guide the team in supporting high-volume, high-impact Property accounts with clear processes, repeatable playbooks, and strong cross-functional alignment.
• Partner closely with sales, implementation, support, and product teams to ensure alignment on key initiatives and a smooth, cohesive customer experience.
• Assist in managing customer escalations by coordinating with internal teams to ensure timely communication and resolution.

Senior Product Support Specialist

Events & Customer Marketing Coordinator

Global Account Director

Global Account Director

Account Executive

Manager, Customer Success – Property