• Provide product and application expertise to customers. • Initiate, manage and work through client projects to enhance product usage and resolve complex issues. • Provide mentorship to team mates. • Lead complex projects while supporting higher profile customer relationships. • Create post-conversation plans. • Demonstrate expertise across multiple applications and/or CSI service areas. • Gather customer requirements and put together advanced project plans to address immediate client needs. • Participate in multiple projects simultaneously and handle a higher workload than less experienced analysts. • Support strategic high-profile customer relationships. • Provide virtual and/or on-site project support and training to customers. • Develop and maintain a library of problem resolution actions and a knowledge base for the Customer Service desk. • Identify trends with product issues and collect client feedback for desired functionality.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking an enthusiastic and dedicated Email/Chat Support Specialist to join our dynamic team at DMC Strategic IT. As an Email/Chat Support Specialist, you will be the first point of contact for our clients, providing exceptional support and ensuring a seamless customer experience. This fully remote, entry-level position is ideal for individuals with strong communication skills and a passion for helping others. - Respond to customer inquiries via email and chat in a timely and professional manner. - Troubleshoot and resolve customer issues by providing accurate information and appropriate solutions. - Maintain detailed and accurate records of customer interactions and transactions. - Collaborate with team members and other departments to resolve complex issues. - Identify and escalate priority issues to the appropriate channels. - Continuously strive to improve customer satisfaction and maintain high-quality service standards. - Stay up-to-date with company products, services, and policies to provide informed assistance. - Participate in training sessions and team meetings to enhance knowledge and skills. Qualifications - Excellent written communication skills with a strong command of the English language. - Ability to multitask and manage time effectively in a fast-paced environment. - Strong problem-solving skills and attention to detail. - Basic understanding of IT concepts and terminology is a plus. - Proficiency in using email and chat platforms, as well as basic computer applications. - Customer-oriented mindset with a positive and empathetic attitude. - Ability to work independently and as part of a remote team. - High school diploma or equivalent; additional education or relevant certifications are a plus. - Availability to work flexible hours, including evenings and weekends, if required. Company Description DMC Strategic IT is the North American Odoo and NetSuite Partner for equipment Manufacturing, Sales, and Distribution Organizations. We collaborate with companies to implement innovative solutions that perpetually evolve and support strategic and tactical initiatives. Our solutions are the 'Right Balance' of Process Improvements and Technology, effectively delivering a 'Top-Line' solution that positively impacts the 'Bottom-Line' metrics for growth, profit, and competitive advantage.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We’re hiring a Customer Operations Lead to run day-to-day customer operations and ensure fast, high-quality outcomes. You will own non-technical support, billing ops, triage into technical support, and a light support-to-success motion for renewals and upsells. - Billing operations: refunds, disputes/chargebacks, invoices, plan changes, account migrations, access issues - Non-technical support: handle requests when AI support fails or users need human help - Triage and routing: classify issues, gather context, and escalate to Technical Support/Engineering with clean repro details - SLAs and outcomes: define and run response SLAs, backlog health, and customer outcome accountability - Escalations + prioritization: manage hot accounts, incidents, and cross-team prioritization with engineering/product - Light commercial motion: coordinate renewals/upsells, identify expansion signals, and hand off to sales/success when needed - Operating cadence: weekly reviews, tooling, macros, playbooks, and continuous improvement across support ops Qualifications - Experience running customer operations or support ops in a SaaS environment - Strong understanding of billing and payments workflows (refunds, disputes, subscriptions) - Excellent written communication: clear, fast, and professional customer-facing responses - Strong triage instincts: can separate billing vs product vs technical issues and route correctly - Comfort with tooling: ticketing systems, CRMs, internal dashboards, and basic analytics - Ability to drive process: SLAs, escalation paths, playbooks, and cross-functional coordination Requirements - Operationally excellent: crisp processes, strong prioritization, and reliable execution - Customer-obsessed: you drive outcomes, not just ticket closure - Calm under pressure: strong escalation judgment and clear communication - Commercially aware: you can spot expansion opportunities and coordinate the right follow-up Benefits - Healthcare, vision, and dental - User whatever AI productivity tools you’d like - Take what you need vacation policy - Daily lunches, dinners and snacks in the office - We guarantee you will do the best work of your career here Company Description Hercules’ operating principles guide how we make decisions every day. We take them very seriously. Most of them are specifically choices that we as a company uniquely prioritize and so can be learned on the job. However, we do specifically filter for these principles in our hiring process: - We move with urgency: We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds our learning and delights our customers. - We strive for excellence: Doing things well is in our DNA. We have good taste. We get the details right. Our outputs are exceptionally simple and self-serve. We’re proud of our work. - We are hungry: We are willing to work hard and break through walls to achieve the outcomes we want. We are willing to operate at any level to get things done. We are politely relentless.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description OpenLoop is looking for a Senior Customer Success Manager (Mid-Market) to join our team remotely. In this role, you will manage a portfolio of growing mid-market accounts, ensuring customers achieve measurable outcomes while driving retention and expansion within your book of business. - Own renewal strategy and identify expansion opportunities across your mid-market portfolio - Develop and execute clear success plans to ensure customers achieve defined outcomes and maximize platform utilization - Build and maintain relationships across accounts, ensuring alignment on goals and performance - Proactively manage the end-to-end renewal process, mitigating churn risk through early health monitoring and engagement tracking - Surface upsell triggers and collaborate with Sales to execute expansion opportunities aligned with customer value realization - Conduct recurring business reviews to communicate performance, ROI, and growth opportunities, using trend analysis to guide recommendations - Translate customer feedback and recurring themes into actionable insights for Product and Leadership - Partner with Implementation, Support, Sales, and Product to ensure smooth onboarding, adoption, and issue resolution - Monitor engagement signals, proactively address risk, and implement recovery plans before churn risk escalates Qualifications - 4–6+ years of Customer Success or Account Management experience (B2B SaaS preferred), with demonstrated success in renewal and revenue retention - Comfortable managing contracts, renewal conversations, and expansion discussions - Experienced in structured success planning and driving measurable adoption outcomes - Skilled at navigating multiple decision-makers and aligning priorities across teams - Able to analyze performance trends and translate insights into strategic recommendations - Anticipates risks and acts before issues impact retention - Familiarity with healthcare delivery models or telehealth ecosystems is a plus Benefits - Medical, Dental, and Vision plans - Flexible Spending/Health Savings Accounts - Flexible PTO - 401(k) + Company Match - Life Insurance, Pet insurance, and more Company Description We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.