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Keyhole

Customer Success Representative at Keyhole

Toronto · Full Time

Keyhole's the market leader in hashtag analytics. (Don't believe us? Try a Google search.)

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Job Description

Keyhole is the #1 company worldwide for Hashtag Analytics (try a google search) and we're growing fast!

At Keyhole, our Customer Success member is the first and most-important touchpoint for our customers. This person is the face & voice of the company and sets the standard for how clients perceive it. She/He will be responsible for end-to-end engagement clients, including: Customer Enablement, Support, Education and Experience.

REQUIREMENTS
* Oversee all aspects of the Customer Success strategy
* Set and report against KPIs
* Monitor individual performance & customer service metrics
* Manage customer service via email, phone & social media
* Generate feedback from customers to continuously strengthen the product

QUALIFICATIONS
* 1+ years of customer success or sales experience
* Great understanding of social media platforms and experience with social tools
* Ability to understand and explain technical concepts to both technical and non-technical audiences
* Detailed understanding of customer engagement metrics and proven track record of driving results

You’ll be a great fit for this position if:
* You’ve worked in a Customer Success or Sales team in the tech industry
* You're active on social media and know the importance of metrics when growing your audience
* You have a talent for solving sticky situations, creating consensus and turning customers into raving fans
* You take ownership over your work and your customers know that you’re accountable
* You’re empathetic and know how to think like the customer; you believe that your customer’s success is your success

The main tasks of this position:
* Reach out to customers and help them succeed
* Answer questions from prospects
* Proactively reach out to existing customers to make sure they’re not facing any challenges
* Help customers get the most out of Keyhole by using additional features or choose better fitting plans

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What We're Building

Track social media conversations and hashtags in real-time.

Data used by tier-1 publications like BBC, Al-Jazeera, and Forbes? Check.

A client list that includes Nike, Samsung, CBS, NBC and Saks Fifth Ave? Check.

Moving fast? Check. But we can always be better, and that's where you come in.

Add testimonials, product launches, and photos that highlight your company

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