Track it Forward: Customer success and inside sales position for a company that is creating change!

Headquarters: Oakland, CA


Note: This is a full time remote position and you must be available during US business hours and fluent in English. We will be reviewing applications starting March 11 and will close the job posting once the right applicant is found. If you think you are a good fit for this job, please apply sooner than later, or send us a message letting us know you are going to apply so you are on our radar.
Are you ready to take the next step in your career? Are you wanting to hone your skills at a tech startup, all while making a positive impact in our world? If you said “yes” to these questions, read on.
Track it Forward is a volunteer time tracking system that helps nonprofits, schools, and grassroot organizations become more efficient by streamlining the way their volunteers track time. We help these organizations save time, create capacity, and generate revenue all through tracking volunteer time. We are a small passionate team of do-ers who care about helping the world, solving challenges, and taking care of each other.
This role is a remote full-time position where responsibilities span both sales and customer success. You will have the opportunity to work in a cross-functional role and learn how to manage sales prospects and customers, all while improving outcomes for volunteer organizations.
This position’s primary focus is handling all inbound sales requests, support emails, and managing client billing. At a moment’s notice, you could be jumping on zoom or video calls with potential clients and helping them go from “interested” all the way to a paid, onboarded, and successful customer. 
Your secondary focus will be improving all our existing processes to help customers better understand Track it Forward! This could involve improving our FAQ, hosting webinars, adjusting email drip campaigns, assisting in marketing projects, generating wireframes etc. Our company is constantly growing and improving, so a strong desire to learn and improve is definitely a plus.
For this position, we are looking for the right candidate who is a hard worker, great communicator, and an organized multitasker. This position is self directed, and you should be comfortable working productively in a remote environment and able to structure your day to stay organized. If you have any volunteer leadership experience yourself, that’s also a plus! The right candidate for this position is tech-savvy, passionate about helping customers via phone and video call, has a love for helping nonprofits, and a proactive personality.
We offer a medical stipend, retirement benefits, flexible sick/vacation days, remote work, and the opportunity to create change in the world. This job is full time and the candidate must be located in the US.

Your main responsibilities include: 

Being the primary customer support representative of Track it Forward
Handling the full sales cycle of clients 
Providing demos to prospective clients
Moving them through the many stages to close deals
Assisting in onboarding new clients 
Handling support questions via email 
Responding to new support tickets within 12-24 hours
Troubleshooting bug reports and escalate issues to development team
Scheduling meetings via Zoom to address more complex issues
Managing the billing process for customers 
Sending out invoices
Sending reminders to customers and troubleshooting delays
Reconciling outstanding invoices with payments received
Submitting required vendor forms and documents

Your secondary responsibilities include:

Managing email templates and the Track it Forward knowledge base
Assisting with campaigns related to marketing, product development, and process improvements
Providing account management for existing customers

You should have the following qualifications:

Live in the US and you are fluent in English
Degree in sales/marketing/business, or relevant experience
At least 2 years of experience with sales and/or customer service
Comfortable with jumping on the phone or video calls with clients at a moment’s notice
Comfortable with presenting webinars
Ability to work independently and problem solve issues without managerial oversight
Have a strong work ethic
Experience working in a self-structured, remote environment
Extremely responsible
You don’t mind correcting people’s spelling if it wrong
Attention to detale is your superpower – you even mention it in your application
Must be open to work US Eastern Time hours. This is adjustable in the future
Must be able to start working in April 2024

To apply for this position, please fill out this google form. We look forward to meeting you soon! Thank you for considering us in your job search!

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