Zone is seeking an experienced Customer Support Specialist to join their Professional Services team! In this role, you will ensure customers maximize the value of our Excel-based financial reporting tool.
As the primary point of contact for a portfolio of accounts, you’ll drive product adoption, enhance customer satisfaction, and contribute to retention efforts. We seek a tech-savvy, customer-oriented individual who thrives in a flexible, global environment.
Role Summary
- Organization: Zone & Co.
- Category: Job Updates
- Mode: Remote
- Rewards: Competitive salary
- Deadline: Unspecified
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Zone & Co.
Zone & Co is a leading SaaS company committed to freeing finance teams from the limitations of clunky, disparate systems and manual processes.
Our rapidly growing portfolio of solutions is built on the Oracle NetSuite platform (the leading cloud-based ERP software platform) and offers advanced automation and integration solutions to a wide spectrum of business-critical functions, including complex billing & revenue recognition, to off-the-shelf advanced reporting, Payroll, AP automation, payments, reconciliations, approvals and more.
Responsibilities of the Customer Support Specialist at Zone
- Develop and maintain strong relationships with customers throughout their lifecycle.
- Onboard new customers and conduct product training sessions.
- Proactively engage with customers to understand their goals and challenges.
- Provide expert guidance on product usage.
- Monitor customer health metrics and take action to mitigate risks.
- Identify and drive upsell/cross-sell opportunities within your portfolio.
- Collaborate with sales, product, and development teams to advocate for customer needs.
- Manage and resolve customer issues, escalating when necessary.
- Contribute to the development of customer success strategies and processes.
Required Experience and Skills
- Bachelor’s degree with technical aptitude
- Proven experience in customer success, account management, or similar role, preferably in SaaS
- Strong problem-solving and analytical skills
- Strong proficiency in Excel and aptitude for learning new technologies
- Excellent communication and presentation skills
- Flexibility to occasionally work outside standard business hours to support global customers
- Experience working with CRM systems (e.g., Salesforce)
- Ability to understand financial concepts
- Knowledge of financial reporting and accounting systems
- Experience with data analysis and visualization tools
- Familiarity with project management methodologies
See Also: Data Administrator at FFSD
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