Customer Experience Specialist II

As a CES 2 Rep, you will be responsible for delivering high quality customer experience across a shared portfolio of SMB accounts. From setup and deployment to ongoing support and retention, CES Reps work closely with team users to support their business goals and advise them on the best ways to use Badger Maps, while actively seeking upsell/upgrade opportunities. This role operates within a team-based ownership model, where accounts are managed collectively, requiring strong collaboration, consistency, and accountability.

What you'll do:

• Partner with small teams to understand business needs and challenges, guide them through account setup/customization and training to ensure success with Badger Maps

• Proactively manage relationships through strategic outreach and follow-up to reduce churn and grow account value

• Create customer value and loyalty, drive upsells/upgrades based on the customers' needs, and ask for reviews/case studies and referrals through onboarding, training, and other Customer Success Initiatives, like Lead Generation.

• Create and maintain internal and external Customer Success materials, resources, and processes

• Collaborate with cross-departmental stakeholders in projects to drive company revenue and advocate for customers, with the potential to create and lead your own impactful projects

What we are looking for:

• 3+ years of experience in a customer-facing role, including recent experience in account management

• 1+ years in technical support

• Excellent English communication skills, written and verbal

• Ability to quickly learn and understand a new piece of software, along with all of its little quirks

• Prior experience using a CRM (preferably Close.io) and Zendesk

• Great troubleshooting ability and capacity to quickly understand the question a customer is trying to ask

• Someone with a positive attitude, able to follow guidelines (you will be supplied with clear examples and guidelines), and open to constructive criticism

• Cool to have: prior experience working for a SaaS (Software as a Service) company

What we offer in return:

• Competitive monthly salary, with sales incentive opportunities, base salary negotiable based on experience

• Permanent Employee Contract (with a probationary period)

• Work from home

• Vacation and Sick Leave credits, as well as 2 days of volunteering time-off per year

• Private health insurance after the probation period