BrightFire

• Conduct all client communications in a professional and timely manner to make sure clients are up-to-date on the status of their requests. • Answer customer requests via phone and support ticket emails through the helpdesk ticket system. • Resolve support tickets promptly and effectively by maintaining strong product knowledge. • Update customer websites via WordPress Content Management System. • Follow documented processes and provide feedback and suggestions to improve our processes. • Provide frontline customer service for billing inquiries. • Identify overall support process improvements and share observations.

• Act as the primary point of contact with clients during onboarding • Manage multiple, concurrent projects and all aspects of onboarding through completion and website launch • Work with new customers to identify goals and preferences in launching their new company website • Use our highly customized version of WordPress to update customer websites • Assist customers with adopting new and existing features to maximize value

• Directly manage the customer success team, owning processes, department goals, and ongoing staff training. • Maintain customer satisfaction through proactive client communications, issue remediation, and risk assessments. • Responsible for ensuring the customer success team is building long-lasting customer relationships and fostering customer retention efforts. • Collaborate across the organization with Sales, Marketing, Product, Billing, Business Development, Design, and Development to address churn risks and increase customer retention and satisfaction. • Manage day-to-day responsive and proactive customer service. • Handle escalations of client issues. • Oversee customer inquiries for technical and marketing support on a daily basis. • Understand and be able to explain how features within our website platform and digital marketing services relate to customer needs. • Manage customer expectations and collaborate with internal teams to resolve issues efficiently and effectively. • Proactively identify at-risk accounts to minimize churn. • Serve as the customer advocate for day-to-day and escalated issues and requests. • Manage new customer onboarding, training, and execution of ongoing digital marketing services. • Oversee the onboarding and training of new and existing customers to drive adoption of services and new features. • Provide insights to customers to ensure that they get the most out of the platform with the aim of improving retention through feature adoption. • Continually improve onboarding and support processes. • Evaluate and improve documentation, FAQs, ticket system templates, and other communication infrastructure. • Collaborate with Sales on opportunities with existing clients (campaigns, support partnership pilot program customers, renewals, and expansion opportunities). • Coordinate with Marketing around marketing activities to existing clients.

• Engage with customers via email, live website chat, phone calls, and Zoom. • Follow up and qualify inbound leads that have engaged through marketing programs and campaigns. • Document, update, and manage the company’s sales pipeline through HubSpot CRM daily. • Speak in a friendly way to existing and potential customers, listening to their needs and helping communicate solutions. • Use a consultative selling approach to identify customer needs and requirements. • Schedule, manage, and follow-up sales calls with each lead. • Host webinars occasionally with prospects or current customers. • Provide potential clients with live, online sales demonstrations (Zoom). • Help develop lead generation efforts, refine sales strategies, and maintain & improve the sales process within the company. • Stay up-to-date with industry/competitor trends and product offerings to stay educated and ahead of the curve.