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.Org Essentials Account Specialist

Job Details

Technology is the most powerful equalizer of our time, providing access to data, knowledge, and connections. Salesforce.org (“.Org”) gets our technology in the hands of nonprofits and educators so they can connect with others and do more good.

.Org is seeking an Account Specialist to support the needs of existing nonprofit and education customers.

The Account Specialist is part of the .Org Essentials team, responsible for managing inbound cases from customers. The Account Specialist will ensure prospective and current customers have an experience that reflects our level of dedication to making them successful. In this role, you will drive online sales and educate customers on self-service resources.

The specialist must be able to work in a team environment, be self-motivated, exceptionally detail-oriented with demonstrated problem solving and decision-making skills. A strong candidate will be passionate about providing support, have an expertise in prioritizing complicated tasks, and will be skilled in developing meaningful relationships. As a driver of a new sales and customer support model, our Account Specialists are key to .Org’s success.

The ideal candidate for this role meets the job requirements listed below and is interested in a future Sales support or Account Executive role.

Major Responsibilities

• Contribute to .Org Essential team’s goals of resolving customer support cases, driving time to value and conversions.

• Assist customers with the purchase of new solutions, contract restructures, and contract modifications

• Light Prospecting for customer with the highest propensity to buy

• Manage inbound Sale requests

• Qualify leads further to close

• Transfer opportunities to Account Executives or SI Partners for deals that are more complex

• Act as the frontline for process, policy and technical questions (including billing and licensing) and effectively communicate requirements.

• Communicate professionally with customers when additional information is needed from the customer

• Partner with Business Operations to address escalation issues and determine when to expedite requests

• Identify and make recommendations to drive improvements across internal process

• Drive online sales and educate customers on self-service resources.

• Accept, evaluate, and resolve inbound cases from end-users. Resolve, assign to Sales Operations or redirect technical inquiries as needed. Following up to ensure satisfactory closure.

• Ensure customers adopt and drive maximum value during the trial and onboarding phase

• Consistently work towards our goal of growing our customers’ happiness level and providing an outstanding customer experience

• Record customer interactions in Salesforce CRM software

• Be a great teammate in a highly collaborative environment

Required Skills/Experience

• 2+ years’ experience in sales operations, customer support, operations or other customer-focused roles

• A willingness and ability to "dive right in" and self-learn. Must have strong research and problem-solving abilities

• Excellent interpersonal skills; ability to articulate verbally and written, ability to think quickly

• Empathy to understanding what a customer really needs and why they need it

• The ability to optimally multi-task and juggle priorities

• Ability to thrive in ambiguity and work in a fast-paced, changing environment

• Extreme attention to detail

• Must be able to maintain a positive attitude in stressful situations

• Prior experience with the Salesforce platform a plus

• Ability to work independently

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