Hubspot Customer Account Manager
Job Type : Contractor, Full-time, Remote
Bonus Eligible - Revenue-based and paid out quarterly.
Availability requirements
- Availability to get on calls with customers & team members Monday through Friday between 7am PT and 11am PT or between 3pm and 5pm ET
- Availability to work on HubSpot deliverables Monday through Friday meeting delivery due dates.
Technical skills
- Proficiency in the HubSpot platform, especially in working with HubSpot workflows and reporting.
- Comfortable working with Gsuite tools - Gmail, Gdrive, docs & sheets.
- Ability to record screen-share videos to deliver updates to customers & team members
Personal skills
- Manage your workload and schedule so that you don’t become overextended
- Ability to ask for help before emergencies occur.
- Ability to move fast
- Ability to be on camera for customer & team calls
- Ability to be on camera for Loom screenshare videos that you send to customers
- Confidence to bring up things that need to be fixed
- Ability to clearly communicate problems and provide solutions
Responsibilities
Daily
- Send a daily check-in message to confirm you’re live & give the team a feeling for your working rhythm.
- Receive new customer tasks & reply within 24 hours
- Manage customer ticket queues, ticket statuses, and delivery SLAs
- Test your work in HubSpot before delivering it to ensure quality
- Do work in HubSpot to deliver customer tasks & stay within your promised delivery estimates
- Communicate about tasks with customers and our team via HubSpot’s service Hub tools
- Communicate about all other topics with our team via Slack
- Lead video calls via Google meet with customers & send call recaps
- Track your working time allocation with Clockify
- Work with the team and HubSpot support to help you solve HubSpot problems
Weekly
- Contribute to a weekly win the week team call to kick off the week and address things to fix
- When needed, jump in for other agents when you are the designated backup
- Submit a weekly time-card of your Clockify timecard
- Use your 1 : 1s with your manager to remove obstacles in your way, highlight things to fix, or highlight projects you want to work on.
Monthly
- Participate in a monthly all-hands call
- Share out-of-office time with the team for the coming month
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