Customer Success and Account Management Specialist

About the job

We’re part of a $100 billion industry and we’re looking for exceptional talent to join us. At PublishDrive, we are empowering independent authors and publishers across all stages of their creative journey, helping them reach global audiences and go wide with their literary dreams.

PublishDrive - trusted by 1000s of authors and publishers – provides tools and solutions for global ebook, print-on-demand, and audiobook distribution, and offers the widest global distribution network in the industry.

As our new Customer Success and Account Management Specialist, you will work closely with top global authors and publishers to make sure PublishDrive is an essential part of their success. You will be responsible for building relationships, onboarding and training new users, proactively developing processes and systems to reduce user churn, and work closely with VIP customers to help make them successful with PublishDrive.

Responsibilities

• Serve as the primary contact for onboarding new publishers, training them to use the platform, and provide immediate post go-live support
• Provide insights to publishers to ensure that they get the most out of the platform with the aim of assisting them to succeed
• Make VIP customers aware of resources such as knowledge base articles, tutorials, how-to videos and webinars
• Gather customer feedback and share it internally to improve the product and/or establish better Customer Support practices
• Analyzing customer data and helping them discover aspects of the product that are most beneficial to them
• Carrying out periodic health checks to avoid churn
• Proactively introduce automation and processes to help reduce voluntary and delinquent churn
• Collaborate on a regular basis with the Sales team to effectively and efficiently manage VIP relationships and upgrades
• Upselling and cross-selling through review of customers’ progress
• Communicate merchandizing or other features to VIP customers

Requirements

• Proactive, problem solving attitude
• Excellent people skills
• Familiarity with BRM and CRM practices (preferred using Hubspot products) along with ability to build productive business professional relationships
• Highly motivated and target driven with a proven track record
• Excellent communication skills
• Prioritizing, time management and organizational skills
• Ability to create and deliver presentations tailored to the audience needs
• Relationship management skills and openness to feedback
• Experience with analyzing customer feedback and planning new activities based on the feedback
• Customer Success mindset focused on business outcomes
• Excellent English communication skills both in verbal and written
• Independent and self-directed work

Advantages

• Experience in Customer Success and Account Management roles
• Confidence in using office software products such as MS Office, Hubspot or productivity tools like Google Drive
• Experience in the publishing industry

What you can expect from us

• Competitive salary
• Young and fun work environment in a scaling startup company
• International clients with a daily base usage of English skills
• Self-directed work with autonomy and the focus on results

Way of work

• Full-time contract
• Flexible work location
• We are a global team of professionals working remotely

Join us in empowering the love of storytelling.

Send your resume at: job@publishdrive.com