Member Support Specialist LatAm

Role: Member Success Specialist Report to:
Manager of Broker GTM & Head of GTM Location: Nearshore i.e. Latin America (preference for Eastern time zone)

Job Description:
We are the online M&A platform for buyers and sellers of SMBs (small to mediumsized businesses). Our mission is to unleash the potential of private capital markets for the benefit of all entrepreneurs. To pursue this mission we have built a pioneering digital transaction marketplace that radically improves the speed confidentiality and success rates of small business M&A transactions. In 2022 over 9900 SMBs pursued M&A via the platform leading to over 600000 connections.

What will you be doing
The gotomarket (GTM) team is our sales and customer success organization focused on winning new business and growing our existing relationships across the “sellside” (investment banks M&A advisors business brokers and business owners) and “buyside” (private equity family offices corporate development independent private equity sponsors & search funds). The team comprises sales and customer success professionals responsible for their patch of prospective and/or existing accounts..

As a Member Success Specialist your main objective on the GTM team is to deliver topoftheline customer support to our members for various needs related to our products and services. You will earn our members’ trust and bolster our reputation for excellence in customer service. Each interaction that members have with us should be held to the highest standards resulting in a positive resolution for all inquiries and needs. The Member Success Specialist will also be responsible for proactive outreach to our members whose usage of the platform is waning or from whom we require additional information. The path to individual outperformance in this role is unlocked by mastering the ins and outs of our product and the talk tracks that let you effectively communicate our value proposition with members. You will be actively trained developed and coached in these areas.

Responsibilities:
Deliver on a number of customer support responsibilities including but not limited to:
Help requests via phone and email
30 connected calls a week; promptly responding to member inbound requests via email; closing out cases in Salesforce; launching email campaigns to improve our Member’s usage of our platform
Reporting common product and service complaints to the appropriate owners
Managing deal approvals and deal submissions
Salesforce admin processing
Proactive member outreach to drive improved platform usage
The bulk of your time will be spent interacting with members via phone and email as well as processing member requests in Salesforce in the application and via email.
The remainder of your time will be attending and participating in regular internal meetings and owning adhoc member supportrelated tasks as they arise.

Qualifications:
13 years of customer support experience
13 years experience speaking directly with customers over email and on the phone (both phone and Zoom video conferencing)
Excellent English language written and verbal communication skills
Strong interpersonal skills
Highly responsive and organized
Tech savvy detailoriented and flexible
Positive and professional work attitude
Loves connecting with people and has a solid track record of strong relationships
Prior experience utilizing Salesforce is a nicetohave not a requirement
Must be able to work East Coast hours (MF 8:30am 5:30pm)

Working with us: OurGTM employees work Eastern Time (NYC) hours and work both from the office and from home. The team is based in New York (HQ) Puerto Rico and Texas and works in the office three days a week. When working from home every team member must have reliable highspeed internet connectivity. We have a comfortable and fully functional office in Manhattan on 30th and Park and have access to flexible office space in Puerto Rico. Employees based outside of New York travel to New York during the year for companywide inoffice work weeks (3 4 times a year).

Axial Values:
Expect and Deliver Excellence you do highquality work consistently and you expect it from your colleagues as well
Be an Owner you have the personal maturity and accountability to take ownership for your work to operate with transparency and to focus on delivering results
Obsess over Member Trust you work in a way that helps us consistently earn grow and keep member trust
Communication Matters you deliberately focus on being an excellent communicator and collaborator with your teammates and with members
Invent and Simplify you are creative and curious always looking for better ways to materially improve the quality and scalability of the member experience