Software Buyer Experience Lead
hace 3 días
About Ares Consultores: We empower organizations to accelerate growth by helping them choose the right technology and services. Our mission is to make a significant impact in the lives of software buyers and providers alike.
Job Overview: As a key member of our team, you will be responsible for delivering an exceptional experience to software buyers and GDM site visitors. Your primary goal will be to help every person they can strengthen our brands and make GDM the go-to destination for buyers shopping for software.
Your Key Responsibilities:
Manage a team of associates who handle incoming GDM email responses and passback tickets under strict deadlines to respond, resolve, and close out.
Mentor your team to ensure they directly assist with buyer inquiries, limiting the need for pass-offs to other people or departments.
Resolve 100+ tickets daily within strict timeframes while maintaining attention to detail.
Work closely with Advisors and Advocates when passing new opportunities to ensure follow-up and resolution.
Identify revenue opportunities to pass to our advisor team and escalate issues to Advisor Managers as needed.
Help us understand the buyer journey and build areas for improvement by analyzing buyer behaviors and feedback from NPS surveys.
Review call recordings and chat transcripts to identify insights and process improvements that enhance the buyer experience.
Ensure that insights provided by buyers are collected and leveraged in building strategies to improve our product and training for our Sales team.
Bachelor's degree from an institute of repute.
4-6 years of professional experience in customer support, ticket management, buyer experience management or client support.
1-2 years of people leadership experience, demonstrated ability to lead, mentor and motivate in a global workplace environment.
Excellent written and oral communication skills
The estimated annual salary for this position is around $105,000.
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