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#1 Human-Powered Sales & Marketing Calling Platform. Engage & Qualify Leads in minutes.

Customer Implementation Specialist

$60k – $80k • 0.01% – 0.2%
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Join a high-performing, tight-knit team in a fast-growing startup working to make call outsourcing more transparent, collaborative, strategic, and effective. As a Customer Implementation Specialist, you will be on the front lines with our customers, understanding their organizations, learning about their goals, pain points, helping them get up and running on Upcall, and guiding them along the way so they can achieve the best possible outcome using Upcall.

Bringing your 3-5 years of relevant experience to the table, you’ll work alongside our Sales team to ensure a smooth handoff, and take over as the primary point of contact for our customers from initial setup, provisioning, and training through their rollout and adoption of Upcall. You’ll train our newest customers in targeted one-on-one sessions help them setup and configure their accounts; prepare and connect their data sources; and advise them in the configuration and integration of their workflows. We count an implementation as successful when our customer’s account is set up, their team is trained, and they are confident in their use of Upcall to meet their recruiting goals. Implementation Specialists are product experts, effective communicators, highly motivated, organized, personable and persuasive. As an Implementation Specialist working with our SMB/Corporate Customers, you will be in a high-volume customer-facing role where you will have complete control of your pipeline providing one-on-one trainings to drive adoption and utilization of the Upcall platform. If the words hustle, creativity, and persistence are often associated with you, then we want to hear from you.

Our perfect coworker is smart, self-directed, persuasive, empathetic, high-energy, and passionate about helping our customers. It's critical that you are product-savvy and can quickly learn how to use new tools (including Upcall).

We are looking for someone who knows how to manage their time effectively and can easily prioritize the tasks in front of them. If this sounds like you, drop us a line!


You’ll get to work with customers that are paying Upcall just to talk to you (and use our platform).
You’ll get to help our users become successful and make some of the most important business decisions.
You’ll get to see how your work directly affects their bottom line.
You’ll get to be one of our early employees and help us grow and eventually lead your team.
You’ll work very closely with the rest of our small but fast growing team.
You'll serve as a primary contact for Upcall's client base and will work with our Operations Manager in ensuring that the clients of Upcall receive superior support in managing all aspects of their outsourcing campaigns and associated projects. This position is based in our San Francisco office.


Responsibilities

Coordinating with the Caller Operations Manager the set-up of all outbound campaigns.
Managing the on-going details related to outbound campaigns.
Specifically:
Outbound reports are run and distributed internally and externally in a timely manner on a daily basis.
Oversee the integrity and validity of the outbound campaign reports that are prepared; provide insight and analysis when necessary.
Obtain and provide feedback related to performance and underlying issues; provide recommendations for remedial solutions to clients and Upcall internal teams.
Create and disseminate quantitative and qualitative analyses to illuminate positive performance as well as areas of improvement.
Coordinate aspects related to Operations, Workforce Management, Quality/Support, Compliance and Training.
Finalize details related to end of campaign requirements.
Identify areas of potential operational improvement and make recommendations to senior leadership.
Participate on all client-related conference calls as well as internal calls as appropriate.
Participate in client meetings when appropriate, both on-site and client venues; travel may be required in certain instances.
Contribute to the development of presentations to clients and prospects.
Develop relationships with existing client base with the goal of increasing the level of Upcall business.
Uncover new prospects and develop business with clients new to Upcall’s existing client base.


Desired Skills and Experience

BA degree with 3+ years sales or support experience.
Experience in BPO (Business Process Outsourcing) preferred.
Knowledge of call center operations is a plus.
Strong analytical skills.
Ability to work well in a collaborative environment.
Must have excellent oral and written communications skills as well as presentation and group facilitation skills.
Exudes conduct that is professional reflecting the image and demeanor that defines Upcall.

Meet your team

People you would work with in this role
Co-founder/CEO @Upcall (YC W17) @Skilto @PromoCity @BeCash • General Manager @Jamendo • Business Development at @Bloomberg • Studied at @European Business School London

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