ProjectManager.com is an award-winning Project Management software company, with thousands of paying users and clients like NASA and the United Nations using our platform to manage projects. We are seeking a full-time Billing Specialist to support our company growth. This position will be full-time, in our Austin, TX office and will report directly to the Customer Success Manager.

Job Role

This high-impact, hands-on role performs a key function for the ProjectManager.com Customer Success Team. This dynamic team provides world class care to our nearly 13,000 paying customers in over 100 countries. We are looking for a detail oriented self-starter to join our team. You will be responsible for assisting clients with navigating our software, identifying and reporting potential product bugs, documenting feature requests from clients, converting trial customers to paying customers, retaining our current customer base, and maintaining phenomenal customer satisfaction levels. 

Responsibilities:

• Maintain high-level of customer satisfaction (CSAT) handling customer-facing support inquiries
• Maximize the potential for establishing and maintaining excellent long-term customer relationships by providing high quality, accurate, timely, and professional responses to customer questions
• Troubleshoot and research potential product bugs, and relay to the appropriate product team for resolution
• Maintain an effective follow-up system for all open and active inquiries to ensure timely and conclusive response to customers
• Effectively translate customer needs/problems into solutions or internal support plans of action
• Reviews workload diligently to stay ahead of customer expectations and in accordance with established service standards
• Manage client inquiries that require base knowledge of Projectmanager.com products, internal systems, and customer-facing applications
• Maintains continual awareness of new products as they are introduced
• Consistently document support inquiries in Hubspot and work with Product Marketing to update internal and external knowledge base when applicable
• Manage and process all customer billing requests such as account cancellations and refund requests
• Reconcile & resolve customer billing disputes
• Retain and/or win back clients wishing to cancel their subscription
• Make outbound calls to clients, ask qualifying questions, and engage them back into the platform

Requirements:

• 2+ years experience in SaaS customer success and/or support role, with proven experience in a high volume, ticket-based role
• Strong technical skill set including a demonstrated understanding of software technologies, web functionality, and troubleshooting
• Previous sales or customer support experience making high volume outbound calls
• Familiarity with offering alternative solutions where appropriate with the objective of retaining customer’s business
• Ability to utilize CRM technology to document and manage customer support issues
• Previous experience working with defined operating protocols and service level agreements (SLA)
• Strong verbal (building relationships) and written (documenting answers) customer engagement skills
• Excellent customer support skills with a focus on quality, accuracy, attention to detail, timeliness, politeness, empathy and professionalism
• Ability to accept and drive change while displaying an optimistic, positive affect
• Solid organizational skills with the ability to confidently manage multiple competing priorities in a fast-paced business environment with frequent interruptions

Preferred Skills:

• College degree is a plus
• Experience with Hubspot

Benefits:

• Amazing full benefits: Health, Dental, Vision
• Competitive compensation package
• Generous PTO policy including paid sick days
• 401k with company match
• Internet reimbursement 
• Temporary work from home due to COVID 
• Work/ life balance
• Open atmosphere: our product continues to grow because we hire amazing people with great ideas