• Managing a portfolio of merchants and serving as the primary owner of the post-launch customer experience • Driving ongoing engagement through check-ins, performance reviews, and proactive outreach • Monitoring account health, identifying churn risks early, and building action plans to address them • Coordinating with internal teams (Support, Product, Operations, Sales) to resolve issues and unblock merchant progress • Ensuring merchants are fully utilizing our suite of products, including Online Ordering, mobile apps, loyalty, and CRM tools • Managing escalations and high-risk situations with a solutions-oriented mindset • Tracking action items and ensuring consistent follow-through so nothing falls through the cracks • Gathering and synthesizing merchant feedback to inform product improvements and operational processes • Defining and building the foundation of the Customer Success function, including playbooks, processes, and account health frameworks

Role Description ELVTR is a premier online education platform specializing in live courses led by top executives from globally renowned companies. Our unique approach sets us apart in the online education landscape, offering unparalleled value to our students. As we continue expanding, we seek a detail-oriented and proactive Customer Success Specialist to join our dynamic team. In this role, you will manage client retention, handle refunds and billing inquiries, and provide vital administrative support to our sales team. This is a full-time remote position. The working schedule for this role will be 1 PM - 10 PM UK timezone. This job is for you if you are: - Confident and Assertive: You are fearless in handling demanding clients and can de-escalate situations quickly and effectively. - A Problem Solver: You can efficiently resolve billing issues and overdue accounts, ensuring client satisfaction and retention. - Highly Organized: You have strong organizational skills and pay attention to detail, which is crucial for managing calendars and maintaining accurate records. - A Strong Communicator: You excel at phone and email communication and are capable of building strong relationships with customers and colleagues. - Tech-Savvy: You are experienced with CRM systems and can easily navigate various business tools. Responsibilities - Handle refunds and transfer requests on a day-to-day basis, retaining a high percentage of saved students and cash paid. - Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty. - Handle chargeback cases (US, UK, APAC markets) promptly, providing necessary documentation and resolutions. - Actively work in the CRM to keep track of cases and maintain the Refunds Report and the Monthly KPI report to improve refund-related processes. - Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies. - Manage the Welcome Back Credits process for re-engaging former customers. - Manage payment recovery, including failed payments and second deposit collections, ensuring timely follow-ups and compliance with payment plans. - Handle and resolve student billing inquiries, providing clear, accurate, and efficient support. - Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements. - Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency. - Improve internal processes and offer solutions. Qualifications - 2+ years of experience in sales, customer service, refunds handling, or a related role. - Excellent phone and email communication skills, with the ability to build strong relationships with customers and internal teams. - Proactive problem-solver with a customer-focused mindset. - Strong organizational skills with high attention to detail. - Proficiency with CRM systems (e.g., Salesforce, HubSpot) and sales analytics tools. Requirements - Payment Recovery (Billing) - Chargeback Management - Work with escalations Benefits - Competitive Salary and Bonuses: We value your dedication and expertise, offering a competitive salary and performance-based bonuses. - Exciting Benefits: Enjoy gym membership reimbursements, mental health benefits, generous vacation allowance, and free access to all our courses. We believe in continuous learning, both for our customers and our team. - Remote Work: The freedom to work remotely, crafting a work-life balance that fits your personal needs. - Collaborative Work Environment: Join a team of passionate, like-minded individuals. At ELVTR, collaboration isn't just a buzzword; it's how we grow, innovate, and excel together. Join Us If you have the skills and dedication to excel in this role, we invite you to apply. Your ability to manage client relationships and handle billing issues efficiently will make you an invaluable asset to our team. Due to the high volume of applications, we will only be able to respond to candidates with whom we are interested in proceeding. We appreciate your understanding and look forward to reviewing your application. ELVTR is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

• As the point of contact for product and technical questions at onpreo, you ensure our customers and users love our product and company. • You develop solutions to sustainably train customers in the effective use of our product. • You continuously increase customer value by initiating upsells and cross-sells for our SaaS solutions. • Together with the product team, you optimize and automate our Customer Success processes (e.g., via Intercom, JIRA, Userpilot). • You coordinate flawless onboarding and comprehensive coaching for new clients. • You communicate and coordinate customer requests to our product team, making a decisive contribution to the continuous improvement of our software. • Together with the team, you further develop the infrastructure for our Customer Success department (expanding ticketing systems, knowledge base, FAQs, etc.). • You qualify existing customers for upselling potential and present new products and features to them. • You act as a "partner" and technical advisor to our customers regarding the use of our software. • You communicate with customers via phone or ticketing system to quickly resolve questions and technical issues.

• Build and maintain strong relationships with key clients, serving as their trusted advisor. • Proactively engage with clients to understand their business objectives and challenges. • Act as the primary point of contact for escalations and issue resolution, ensuring timely and effective resolution of client concerns. • Develop and implement strategic account plans to drive customer success and maximize value for both the client and the company. • Identify opportunities for upselling and cross-selling additional products or services to existing clients. • Collaborate with internal teams to align strategies and ensure seamless delivery of solutions to clients. • Assess the health of client accounts by tracking product adoption and usage patterns. • Identify potential risks to customer satisfaction and retention. • Develop and implement risk mitigation plans to proactively address issues and minimize churn. • Champion the voice of the customer within the organization, advocating for enhancements to products or processes based on client feedback and insights. • Track and analyze key performance metrics related to customer satisfaction, retention, and expansion. • Provide guidance and mentorship to junior members of the customer success team, helping them develop their skills and achieve their goals.