Job Description

The role of Customer Support Specialist is part of the front-line of the HireVue experience for interviewing candidates and customers. Customer Support Specialists exhibit passion for providing the best possible customer experience through each interaction and strive to always be improving. Successful Customer Support Specialists have an open and positive attitude allowing them to celebrate the successes of the team, communicate proactively, and exemplify customer obsession by taking ownership of investigations. 

Essential Duties and Responsibilities

• Resolve customer and candidate issues via phone, email, and chat.

• Complete projects assigned by the support manager.

• Identify, research, and resolve customer issues using the HireVue system.

• Follow-up on customer inquiries not immediately resolved.

• Complete call logs and reports.

• Recognize, document, and alert the supervisor of trends/ issues in customer calls.

• Recommend process improvements.

• Nights or weekend hours might be required depending on shift.

Qualifications

• Excellent interpersonal communication skills and a friendly demeanor.

• Excellent reading and writing skills with the ability to accurately type at least 40+ words/minute.

• Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems.

• 2+ years in a customer service role; experience in a technical support role preferred.

• Strong problem solving skills and resourcefulness. 

• Experience with Salesforce or another CRM preferred.

• Experience communicating with customers preferred.

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Job Description

The Director of Renewals is an experienced and highly self-motivated role that manages our Renewals Operations. This role is responsible for building a strategy and a team around renewal execution. The Renewals Team can flex their creative muscle and develop/execute on win/win negotiation strategies that maximize contract renewals but, more importantly, protect the customer relationship. 

Our Renewals team is an integral part of retention and this person will collaborate closely with the Sales and Customer Success leaders to ensure the long-term success of customers. 

Essential Duties and Responsibilities

• Data modeling to predict renewal trends

• Salesforce.com reporting and analysis

• Forecast diligence and operational rigor

• Consistently exceed quarterly and annual Retention goals

• Defines clear goals, prioritizes work, and creates an environment that fosters collaboration, trust and respect

• Knowledgeable about HireVue’s solutions and service offerings, including SaaS business solutions and implementation methodologies and advanced service offerings

• Ability to evolve renewal strategy with company priorities.

• Selects, coaches and develops the team to  provide world class retention of 90%+ gross retention

• Strong ability to identify risk trends within HireVue’s book of business for discussion with cross functional partners

• Builds executive partnerships across all organizations at HireVue

• Works with Sales and Customer Success to showcase value realization for the customer; this is more than just adoption but quantifying and ensuring they are getting value from the platform

• Assists with overall retention plan, forecasting and reporting

• Drives multi-year renewals with expansion in an effort to decrease annual administrative burden and lock in revenue for a longer term

• Conducts recurring risk mitigation meetings with revenue Leaders at HireVue

• Works directly with Legal, Finance, and Sales Operations on renewal execution

Qualifications

Education and Experience

• 5+ years of professional B2B selling and/or renewal experience in technology sales or client relationship management

• 3+ years leadership experience leading remote teams to meet and exceed performance goals

• Strong organizational, managerial, and personal skills to successfully communicate and negotiate with internal and external customers

• Proven track record of consistently exceeding corporate objectives and quotas; self-motivated, and driven by results

• Excellent verbal and written communication skills

• Excellent presentation, and negotiation skill

• Proven ability to lead teams, build coalitions and develop strong partnerships across functions internally and externally

• Executive presence and ability to interact effectively with all levels of the organization

• Ability to work under pressure, to take accountability for business challenges, think strategically and tackle complex problems

• Intellectual curiosity and ability to spot trends/ patterns

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