Introduction
Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company?
At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers.
And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.
We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive.
Job Summary
This position oversees all aspects of projects and support for assigned account portfolios. This role interacts directly with customers, the customer success team, internal executives and leaders of other departments. This role has significant impact on the customer experience with Poppulo.
Primary Responsibilities:
- Address majority of program/client issues and resolve problems to client’s satisfaction
- Perform proactive issue and risk monitoring for trends and resolution
- Serve as the first line of escalation for support issues
- Assist in defining client standards and process for new programs and product deliveries
- Assist in estimating new programs or changes to program scope
- Provide input to client Forecasting for Revenue and Resource planning
- Continually seek out opportunities to increase customer satisfaction and deepen client relationships.
- Identify opportunities for improvement, make constructive suggestions for change, and positively contribute to Programs.
- Provide weekly detailed status reports
- Identify sales opportunities for programs
- Contribute to team building and knowledge sharing opportunities
- Working aligned to the company's values, in the promotion of an inclusive workplace, and in the achievement of our company vision and key strategies
These primary responsibilities are not intended to be an exhaustive list of tasks associated with the job.
Requirements for Success:
- 3+ years’ experience in Customer Experience/Customer Success / Upsell & cross sell Resource Management.
- Strong written and verbal communication skills
- Strong analysis and problem solving skills
- Experience with hardware and software troubleshooting
- Ability to learn custom software packages and products quickly
- Experience working with array of external client resources from Project Managers, IT resources, and other departments including clients’ senior management teams
- Great attention to detail and excellent decision-making and problem-solving skills
- Demonstrated ability to communicate effectively using both oral and written skills both internally and with customers
- Ability to work independently and as part of a team
- Ability to manage and prioritize multiple competing priorities
- Excellent time management and multi-tasking skills
- Ability to collaborate cross functionally
- Willing to work in shifts
Who We Are
We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.
We live the Poppulo values each day, as they are key to everything we do.
- Bring Your Best Self
We show up authentically, are self-aware and always strive to be better. - See it. Own it. Solve it.
We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures. - Together We’re Better
We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.
Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.
Poppulo is an equal opportunity employer.
We disclose your personal information to our private equity sponsor, Vista Equity Partners, and its affiliates, including Vista Consulting Group (collectively, “Vista”), for administration, research, database development, workforce analytics and business operation purposes, in line with the terms of this Privacy Policy. Vista processes and shares your personal information with its affiliates, including other Vista portfolio companies, on the basis of its legitimate interests in managing, administering and improving its business and overseeing the recruitment process and, if applicable, your employment relationship with Four Winds Interactive LLC. If you have consented to us doing so, we also share your personal information with other Vista portfolio companies for the purpose of being considered for other job opportunities in the pooling system, both inside and outside the EEA. Please find a full list of all Vista portfolio companies at: https://www.vistaequitypartners.com/companies/ and Vista’s privacy policy at https://www.vistaequitypartners.com/privacy/. Where this requires us to transfer your personal information outside of the EEA, please refer to the FWI Privacy Policy for further details on cross-border transfers. In connection with the recruitment process, your personal data may be transferred outside of the EEA to iCIMS and/or Greenhouse, Hirebridge, LLC and Criteria Corp., which provide applicant tracking and evaluation services. Hirebridge, LLC and Criteria Corp. have agreed to comply with the EU Standard Contractual Clauses to ensure that your personal information is adequately protected whilst outside of the EEA.
