ChurnZero

• Manage the queue of incoming support cases via email and zoom if necessary to ensure friendly, timely, and effective resolution of questions and issues • Investigate and resolve product bugs, alone and through collaboration with other ChurnZero teams • Productively respond to customer feedback; offer creative alternatives and best practice guidance whenever possible • Provide accurate and complete information to customers and to other ChurnZero team members leveraging your tools and resources • Collaborate with Customer Success, Product Management, and Development on possible ways to improve ChurnZeros product, services and processes • Reliably meet personal and team case handling targets and SLA expectations • Contribute towards the development of a strong team environment by being energetic, enthusiastic, and relationship-focused; eager to make a positive impact with customers

• Build strong relationships with customers and prospects through proactive engagement and communication • Conduct proactive solutions reviews and identify optimization opportunities within the platform • Maintain deep knowledge of ChurnZero integrations, features, and database structures; troubleshoot using SQL and creative problem-solving • Manage project timelines, deliverables, risks, and stakeholder communication • Translate technical requirements clearly for both technical and non-technical audiences • Scope and plan projects effectively, balancing multiple priorities and timelines • Provide best practices and translate customer needs into scalable ChurnZero workflows • Document customer goals and progress using internal systems • Collaborate cross-functionally with CSMs, Sales Engineers, Support, and Data teams • Contribute product and process feedback to improve the platform and customer experience

• Write educational and thought leadership content such as blogs, guides, ebooks, and research-based assets (as needed) • Write conversion-oriented marketing copy for web pages, landing pages, email, and campaign assets • Repurpose content for different mediums • Create short-form promotional copy for LinkedIn posts, newsletters and other promotional outlets • Interview internal subject matter experts, as needed, and turn their insights into compelling, accurate content • Adapt to our brand voice and follow AP style • Work from briefs, but also suggest stronger angles, headlines, and narrative structures • Deliver clean first drafts on deadline and incorporate feedback efficiently