- Own the inbox. Work requests from the shared alias end to end: triage, execute, follow up, and close the loop.
- Build and optimize campaigns. Set up and edit onsite and SMS campaigns in the Wunderkind platform, following best practices and meeting deadlines.
- Monitor the book. Track platform performance and client KPIs across the portfolio. Flag risks and opportunities proactively.
- Deliver proactive value. Produce quarterly value reports covering revenue, channel mix, KPIs versus benchmarks, and next steps. Ensure all numbers are accurate before sharing reports with clients.
- Route the right work to the right team. Coordinate with Design, Engineering, and Professional Services. Submit technical requests through the ticketing process and follow them through to resolution.
- Keep the records clean. Maintain trackers, Salesforce, and service-hour logs accurately,
ensuring records are reliable for business decisions.
- Manage the volume. Prioritize tasks across multiple accounts simultaneously and identify what needs attention first.
What We’re Looking For
- Detail-obsessed. You catch what others miss and build habits that ensure consistent accuracy.
- A solid self-manager. You can manage a high-volume queue without missing tasks and explain your prioritization decisions.
- Data-fluent, beyond data-capable. You can generate reports, interpret results, identify misleading data, and recommend appropriate actions.
Nice to Have
- 2-3 years of experience in customer success, account management, or marketing operations at a SaaS or martech company.
- Hands-on experience with SMS or onsite marketing tools, or an email service provider (ESP) such as Klaviyo.
- Experience working with a shared inbox or pooled support model.
- Familiarity with Salesforce.
📌 Customer Success Associate (India)
🏢 Tech Sierra
📍 India
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