ONTRAPORT CAREERS
CLIENT EXPERIENCE
Provide Remarkable Service and Support
 

At Ontraport, we are focused on supporting entrepreneurs no matter where they are in their journey. When you’re part of Client Experience, serving and supporting entrepreneurs is at the center of all you do. We firmly believe that our success is intertwined with theirs, which means that we’ll sacrifice a sale today for a long-term relationship based on trust.

 

Our Client Experience team, including Sales, Customer Support and Client Success, guides our users to get the most out of their Ontraport accounts. The Salesteam acts as the first point of contact, providing entrepreneurs with all the information and support they need to make the decision to move their business to an all-in-one platform. The Client Success team provides top-notch personalized onboarding and done-for-you services, and the award-winning Customer Support team is always there to help our clients solve issues. If you’re committed to providing remarkable and empathetic service and support, you belong here.


Available positions:
Jr. Client Success Representative 
Preferred Skills 
Jr. Client Success Representative 

JOB DETAILS
Overview

Please note: Applicants should be based in Santa Barbara or planning to relocate to the Santa Barbara area. 

We are looking for driven individuals to join our award winning Experience Team. This is an ideal opportunity for an individual interested in the technology industry but who may be unsure where to start. Client Success Representatives are the face of Ontraport and serve as an important link between our Engineering team and user community. The Client Success Team responds to customer inquiries and provides user guidance through the software. We are looking for individuals with a positive attitude, problem solving skills, and excellent written and verbal communication skills. A successful candidate will be comfortable helping strangers, have a friendly demeanor and will be willing to go the extra mile. We are a technology company, so technical experience is a plus. However, all representatives go through our new hire training course before being exposed to customer issues so individuals of all levels of technical skill levels are encouraged to apply. We are proud to offer an intuitive software tool, so if you can smile and navigate a keyboard, then our team is waiting for you!

To best serve our clients, our Support hours are:
Monday - Thursday, 6:00 AM - Midnight
Friday, 6:00 AM - 9:00 PM
Saturday - Sunday, 9:00 AM - 9:00 PM
Evening, Weekend, and Holiday availability are essential.
Responsibilities
Create remarkable experiences by providing friendly, timely, and strategic solutions via live chat and email tickets to help clients.
Identify and adapt to client needs to deliver a human and consultative support experience.
Complete ongoing product training and beta test new features.
Adhere to Client Experience brand standards including communication, quality, and response time standards.
Monitor social media to proactively create tickets on clients' behalf.
Identify and escalate issues appropriately to the Technical Support and Billing teams.

Stay abreast of feature releases, product improvements, and service offerings in order to field customer questions.

Represent the Ontraport brand and values during every interaction.
Gain ongoing professional development and updating of job knowledge by participating in educational opportunities and organizations while reading professional publications related to your role.
Monitor and control numerous concurrent tasks.
Proactively and independently work to meet targets and goals.
Identify ways to improve the customer experience.
Identify ways to increase efficiency of the team.
Requirements
Must be available for a regular schedule of 40 hours a week, spanning weekends and holidays (as our customers need us all over the world); shifts may include evening or early morning hours
Patience and an ability to manage stress
Professional and approachable in correspondence
Strong communication and interpersonal skills
Ability to work under pressure and adapt quickly to adverse situations
Technical aptitude and the ability to learn quickly
Must be fluent in English
Must be available to work evenings and weekends
Preferred Skills
Knowledge of and experience in measuring and improving customer satisfaction
Familiarity with ticketing systems
Physical Demands

Must be able to remain in a stationary position for long periods of time. The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity machinery, such as a copy machine and computer printer.

The person in this position frequently communicates with customers in order to answer their inquiries and guide them through the software. Must be able to easily exchange accurate information over the phone in these situations.
VP/Director - Sales

JOB DETAILS
Overview

The goal of the VP/Director - Sales is to increase efficiency, communications, and quality across our Sales Team. Your responsibilities will extend to the Client Success Team as well. To accomplish your goals you will ensure the execution of the total client experience per Ontraport’s standards of excellence, identify trends that appear in our Daily Stats, and strategize with the Leadership on initiatives to support and achieve our Company Goals as outlined in our Focus Guide. You will work regularly with our executive, product, engineering and experience teams and report to the President.
Duties

Manage and motivate high-performing success teams to drive performance

Scale new client services and workflows while supporting existing support flows

Manage the day-to-day responsibilities and performance of the team

Determine levers for operational efficiency to drive continuous improvement across the department
Ensure scalable and appropriate staffing and succession models are in place across teams

Develop roadmap for any changes required to drive operational efficiencies

Collaborate with team and prepare Weekly, Monthly and Quarterly business reviews

Proactively communicate best practices and ideas promoting continuous improvement of the Client Experience
Provide continued training, coaching, and professional development for team members

Identify process automation/improvement opportunities ​​​​​​​

Requirements

You must have a passion for the sales

Have experience as a mentor and leader 

Experience leading and developing high performing managers and individual contributors
Experience with free trials is preferred
B2B (SaaS) experience 

4+ years of direct sales management 

Experience in process optimization

Proven ability to make sound business decisions, including a track record of identifying gaps or business needs and developing solutions

Physical Demands

Must be able to remain in a stationary position for long periods of time. The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity machinery, such as a copy machine and computer printer.

Must have a high level of computer literacy. Role includes repetitive movement of hands and fingers for long periods of time – typing and/or writing.
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