About Atticus

At any given time, 16 million Americans are experiencing a crisis that requires urgent help from our legal system or government. The right assistance could transform their lives. But today, most never get it. 

Atticus makes it easy for any person in crisis to get the life-changing aid they deserve. In just three years, we’ve become the leading platform connecting people with disabilities to government benefits.We also help victims of accidents, misconduct, and violence get compensation from insurance. So far, we’ve gotten thousands of people access to over $2B in life-changing aid, and we’re just getting started.

We've helped more than 20,000 people in need (see our 8,000+ five-star reviews) and raised more than $50 million from top VC firms like Forerunner, GV (Google Ventures), and True Ventures. (We just closed our Series B round in May 2023, so we're well-funded for the foreseeable future.) We're small but moving fast — our team grew from 52 to 91 last year and we expect to double in size again in 2024.

The Job

Each day, hundreds of people seek our help getting disability benefits or insurance compensation. They’re intimidated by the process, unsure where to turn, and desperate for good advice.

As part of our Client Experience team, your job is to get them on the right path. You’ll spend each day communicating on the phone with clients to understand their situation, figure out whether we can help them, and advise them on the next steps. You'll become an expert on a complex and interesting field, learn to rapidly navigate our internal tech platforms and tools (Salesforce, Front, etc.), and help hundreds of ordinary people (each with a unique story) every week. You’ll be measured by and compensated for the impact you have on our clients. 

This job is different from traditional customer service or sales: Our service is totally free, and clients are desperate for our help — so you'll rarely talk to an angry customer. The conversations are deeply rewarding, and clients are profoundly grateful. You will have to navigate conversations on deeply personal and sad topics, gently but quickly offer guidance, and handle many different interactions over the course of a day. 

Please note: You don’t need any prior legal knowledge or experience to excel in this job.

Qualifications

Required:

• You have at least three years of professional work experience, and have succeeded in jobs that involve talking to customers all day (CX, sales, support, hospitality, etc.).
• You care about people and can interact with folks from all walks of life; you’re able to simultaneously be supportive to a person in crisis and quickly drive a conversation.
• You’re a quick learner and a competent writer, able to master complex new topics and platforms when given instruction and support.

Preferred:

• You’ve had a metrics-driven role and you exceeded the goals set for you and outperformed your peers.
• You've previously worked at high volume, high-performing service/sales/support team from a company known for great customer service.

We are strongly committed to building a diverse team. If you’re from a background that’s underrepresented in tech, we’d love to meet you.

Salary and Benefits

This is a rare opportunity to join a startup that has strong traction (substantial funding, well-respected backers, tremendous growth, and many happy customers) but is still small enough that you can have a huge impact and play a role in shaping our culture.

We’re a certified B Corporation tackling a critical social problem. Our mission to help people in need drives everything we do, and your work here will touch many lives.

We offer competitive pay — including equity, bonus, and generous benefits:

• Medical and dental insurance with 100% of employee premiums covered
• 15 vacation days & 16 paid holidays each year
• Free membership to OneMedical
• $1,000/year reimbursable stipend for education and training outside of work 
• $600/year reimbursable stipend for internet service
• Up to $1,200/year student loan repayment assistance
• 401(k) and optional HSA
• Free snacks, drinks, weekly lunches, and regular team dinners/events/retreats
• Humble, thoughtful, smart, fun colleagues

We anticipate the base salary band for this role will be between $60,000 and $75,000 in addition to equity, benefits, and an uncapped monthly bonus structure. Under the current bonus compensation plan, top performers are earning over $100,000 in total compensation. The salary at offer will be determined by a number of factors such as candidate’s experience, knowledge, skills, and abilities, as well as internal equity among our team.

Location & Covid

This job is fully remote and we’re committed to empowering everyone with flexibility. Live wherever, work remotely, and travel to Phoenix or LA (on the company dime) as needed to be with your colleagues —somewhere between quarterly and yearly. We care a lot about building a great culture and we think some interactions need to happen in person, so we put a lot of thought into retreats, offsites, and other ways to gather.

Role Description and Mission:

Assists management with overseeing client activities and programs to determine profitability goals and objectives.  Helps identify account penetration and revenue growth opportunities that result in new business for the company.  Coordinates and ensures a professional relationship between clients, vendors and internal departments.  Performs various administrative and operational tasks to support the group, including reporting and analysis, business requirements, presentations and related activities.

Key Outcomes: 

• Administrative duties include entering database information and resolving escalated customer, client and vendor complaints, documenting business requirements and providing related reports and analysis
• Provides and\or facilitates communication, documentation and resolution between various internal groups and clients
• Responds to inquiries and provides research regarding program reporting for participating client management and client teams
• Assists internal and external groups with trouble shooting  and program concerns, monitors provider work to ensure it meets program requirements
• Responds appropriately and professionally to the customer, client and/or internal inquires
• Assists with the coordination and implementation of client programs
• Attends client and industry events, including trade shows and dealer conferences
• Works closely with internal teams to identify areas of opportunity as well as all departments throughout the organization
• Extensive telephone and email contact with team and client contacts.  Be the voice of the Company to the client and the voice of the client to operations

Skills, Education and Experience:

• Associate Degree or equivalent work experience
• 0-2 years related experience
• Previous customer service or sales experience in the automotive or insurance industries is a plus
• Demonstrated ability to manage projects and tasks as assigned
• Good understanding of G Suite including Gmail, Sheets, Docs, and Slides is required
• Strong oral, written, and presentation skills
• Must demonstrate the ability to analyze problems and work independently
• Ability to work in a fast-paced entrepreneurial environment
• Utilizes sound judgment, decision making skills, and good follow through

Additional Responsibilities:  Up to 25% travel required

Hiring In:

• United States: AZ, FL, GA, NC, IL, KY, MA, MI, NM, TN, and VA
• #LI-REMOTE

**Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact recruiting@agero.com

About The Role

Our Customer Success Team serves as the primary point of contact for valued customers enrolled in Beyond Finance’s financial hardship programs. Our Retention Specialists play a critical role in ensuring the continued loyalty of our Beyond customer base. As a Retention Specialist, your primary responsibility will be to educate and assist clients who are facing financial hardship and exploring options to become debt-free. You will play a crucial role in retaining clients within our financial hardship debt program. In this position, you will interact with clients primarily through inbound phone calls and be responsible for deescalating upset clients, empathizing with their financial difficulties, and helping them navigate the program. Their primary focus is on our at-risk customers who are struggling with the use and/or value of their enrolled program, requiring creative problem solving to help them better realize and understand the value of their decision.

Key Responsibilities:

• Educate Clients: Provide comprehensive information about our financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options.
• Empathize and Deescalate:Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation.
• Navigate CRM System:Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress.Maintain accurate and detailed records of all client interactions and program progress in the CRM system.
• Analyze Financial Situation: Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free.
• Retain Clients: Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in our program.
• Achieve Retention Goals: Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives.
• Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs

What We Look For

• Bilingual Spanish Required
• Required - Experience in Retention, Sales, or Collections
• High school diploma or equivalent (Associate's or Bachelor's degree is a plus)
• Ability to work in a fast-paced environment and handle high call volumes
• Resilient and able to remain calm under pressure
• Demonstrated ability to negotiate and deescalate client issues effectively  
• Tech saavy and proficiency with a Client Relationship Management system (CRM)
• Strong customer focus and adaptability to different personality types
• Strong verbal and written communication skills along with active listening
• Supports team/department collaboration & inclusion
• Troubleshooting  and problem solving skills 
• Ability to multi-task, set priorities and manage time effectively
• Willingness to adapt to a changing environment and learn about new financial solutions.

Who is Trace3?

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.  

Ready to discover the possibilities that live in technology?

Come Join Us!

Street-Smart - Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice - The “Stuff” it takes to be a Needle Mover

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

Teamwork - Humble, Hungry and Smart

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

At Trace3, we're at the forefront of technological advancement and innovation. Our mission is to empower organizations through cutting-edge solutions and exceptional client service. We're a team of thinkers, innovators, and leaders, committed to shaping the future of technology.

JOB SUMMARY:

Join us as aSenior Client Success Specialist on our Life Cycle Management team. This pivotal role is designed for a seasoned professional eager to enhance client satisfaction, expand our LCM Client Success practice, and drive profitability. You'll be instrumental in leveraging partner programs, particularly with key partners like Cisco Systems, to boost Trace3’s overall market success.

ABOUT THE ROLE:

The Life Cycle Management (LCM) Senior Client Success Specialistrole is an experienced professional who will enable Trace3 to improve our customer satisfaction, grow our Life Cycle Client Success practice and increase our profitability with various partners, including but not limited to Cisco Systems, by leveraging partner programs to enhance Trace3’s overall profitability.  The LCM Senior Client Success Specialist will report to the LCM Client Success Manager.

This role includes the development and execution of the Client Success business plan and financial objectives, obtaining commitment from the functional leadership teams, such as marketing, sales, delivery, and support, and identifying the required resources, such as Customer Success Managers (CSMs). The LCM Senior Client Success Specialist exercises accountability for overseeing new offer development, ensuring overall operational readiness, and driving business development for new customer success offerings.

Beyond the Client Success role, the LCM Senior Client Success Specialist is a skilled professional with the ability to grasp customer behavior trends and generate creative ideas. This person should be passionate about strategic Original Equipment Manufacturers (OEMs) supported and well-versed in supporting an OEM’s efforts. The role’s objective is to deliver effective management of programs that help build Trace3’s reputation and growth through our strategic partners.

WHAT YOU'LL DO:

Partner Development:

• Understand key initiatives (CX, Master Certifications, MOU’s, MDF, Rebates, etc.) of key strategic partners and work to execute on the activities on a timely basis
• Assist in analyzing sales data and customer behavior to help shape future strategies for our strategic partners
• Communicate goals and objectives to the sales, solution architects, business units, and key executive sponsors.
• Assist in outbound or inbound partner activities by demonstrating expertise in various areas
• Plan and execute initiatives to reach the target objectives with our strategic partners

Strategic Partner Planning & Management

• Attend regular strategic partner planning meetings to assist in determining marketing and sales goals, quarterly plans, and objectives
• Communicate with partners to execute strategic initiatives
• Provide Reporting to the LCM Client Success Manager and Management Team
• Work closely with Finance to track payments and report on financial objectives
• Research and stay up to date on all strategic partner programs and initiatives

General Partner Management

• Undertake individual tasks of partner management as assigned
• Assist in creating and distributing company internal communications
• Develop and maintain relationships with strategic partners
• Assist in managing external design resources
• Perform additional requests as needed in support of the LCM Team

WHAT YOU'LL BRING

• Professional Experience: Minimum 5 years in client-facing roles supporting and working within Cisco licensing models and Smart Accounts.
• Leadership: A proven leader and mentor with a collaborative work style.
• Client Relationship Skills: Strong ability to build and maintain client relationships, understanding client strategies and goals.
• Solution-Driven: Experience in delivering client-centric solutions.
• Technical Proficiency: Solid skills in MS Office, partner portals, and internal applications.
• Communication Skills: Exceptional verbal and written communication skills.
• Project Management: Proven ability to handle multiple projects with attention to detail.
• Team Player: Collaborative and adaptable to new processes and environments.
• Educational Background: Cisco Customer Success Manager (DTCSM) preferred. Bachelor’s Degree preferred. 

Work Environment/Location: Remote

The Perks:

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Stocked kitchen with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.