Customer Success Associate

Terms
Remote, Mon-Fri 9-6 USA time
40 hours/week - $1,100/month

What is HUUB?
HUUB is a city-wide, data-driven, digital entrepreneur support platform for entrepreneurs. Our goal is to create access to vital entrepreneur resources for small business owners so they can survive, thrive and build generational wealth. We do this through our digital platform that helps city governments deliver: free learning programs, and social feeds, find free or discounted consultants, and connect the resources in their community to better serve business owners.

Learn about HUUB: Upgrade to see actual info

Who is HUUB?
We are a small but mighty team passionate about supporting small businesses on their quest to be successful today and be resilient to whatever they face tomorrow. A day in the life of a teaUpgrade to see actual infomber is constantly changing as we grow and develop the platform. We adapt swiftly and thoughtfully to the needs of our communities, while always taking pause to ask questions and challenge ourselves to think bigger as we grow and scale.

Where we need help:
The HUUB team is seeking a motivated, highly-skilled customer support representative to assist in generating new leads and nurturing new and existing long-term relationships with our small business clients, through consistent, comprehensive outreach campaigns and follow-up.

As the Customer Success Associate, you will work closely with the COO and the Operations Coordinator to collaborate with existing and new strategies for our B2B marketing initiative and manage our first line of communication with our contacts.

What does the job entail today?
Here’s what you’ll be working on day-to-day, but flexibility is key, and other responsibilities may arise. You will be focusing on the following with the guidance and support of our COO and Operations Coordinator:
Assist in contact management for relationship nurturing and engagement, through phone calls, messaging, and email campaigns.
Measure conversion and meet performance goals and benchmarks.
Collate and report resulting engagement and conversion from implemented marketing initiatives, and recommend campaign improvements based on first-hand conversations.
Manage and update team database (CRM), including contact sourcing, creation, screening, qualification, follow-up, nurturing, deletion, and appointment setting.
Immediately respond to incoming calls, texts, and emails.
Manage qualified contacts and oversee automated content delivery.
Follow up on the contact list to maintain consistent engagement.
Collaborate with other internal teams to develop, support, and monitor strategic marketing initiatives and campaigns.
As needed across multiple departments, fill gaps cross-functionally by building an understanding of the unique operational needs of our business.

What kind of person are we looking for?
Adaptive Communication: Strong written and verbal skills with sharp attention to detail, accuracy, and timeliness, ability to communicate well both internally and externally
Proactive: Take-care-of-it now mentality when appropriate, and timely execution of future deadlines
Organized + Detail Oriented: Can keep track of multiple projects at the same time and catch mistakes, errors, or changes before they snowball into a bigger problem
Sharp + Resilient: Quick to learn new systems and problem solve, have a never-give-up mentality, an ability to adapt to change, and an ability to stay motivated in front of challenges and multiple rejections.
Motivated: Able to bring new ideas to life by driving projects on your own
Approachable/High EQ: the ability to keep cool under pressure; let the small things go; be the person that others can come to for answers (or point them in the right direction); humble and curious
Collaborative: Communicate cross-functionally and within teams via appropriate mediums (email/Slack/text/call) and collaborate with people to get things done efficiently while keeping it all together

The practical skills needed:
Exceptional communication skills, with a natural American accent
Experience in outbound outreach; preferably in an appointment-setting role
Experience with tools for automation, CRM, email marketing, project management, communication, collaboration, etc.
Experience working with a remote team
Ability to work with little or no supervision
Ability to work independently, or as part of a team

To apply, please complete this form: Upgrade to see actual info. [Applicants who have not completed the linked form will not be considered for the position].