Title: Brand Platform SaaS Advisor I; Location: Remote 

Reports to: Brand Platform Service Manager

Job Purpose: The Brand Platform Service Advisor supports our influencer platform SaaS clients with onboarding and ongoing support. Helps customers become successful with platform offerings and empower brands to grow their business through influencer campaigns. The Brand Platform Service Advisor onboards the client and provides education and hands-on support when setting up their first campaign. This individual will also be responsible for maintaining an ongoing relationship with the client that consists of ongoing product education, recurring check-ins, and campaign assistance to meet brand goals as needed. The Service Advisor will have the opportunity to provide the client with SaaS product upgrades as appropriate. This individual responds to customer inquiries by telephone, e-mail, video, or chat to provide non-technical problem resolution. Brand Platform Service Advisor analyzes a customer's service needs and coordinates with other service or technical departments to develop and deliver an appropriate solution for each customer. Develops and maintains a deep understanding of the Brand Platform capabilities and processes. Typically reports to a manager as an individual contributor .The Brand Platform Service Advisor I work is closely managed. Works on projects/matters of limited complexity in a support role. 

Responsibilities: 

• The Brand Platform Service Advisor supports clients with onboarding to the fulfillment stage of their software solution.
• The Brand Platform Service Advisor will work with the client to educate, demonstrate and set up their SaaS.
• Schedules and conducts an onboarding call with clients.
• Clearly and concisely establishes expectations for onboarding timeline based on products purchased and expectations set at time of sale.
• Build rapport and trust with the client.
• Share best practices for SaaS components.
• Completes pre-review of platform set up in preparation of onboarding call.
• Conduct subsequent calls with the client until all onboarding goals and priorities are met.
• Show client how to use the knowledge center, videos, live chat and email when they need self-service assistance.
• Facilitates client issue resolution during onboarding on behalf of client with cross functional teams including fulfillment, Sales and Product keeping the client informed until resolution.
• Provide technical support when necessary and be able to troubleshoot and replicate issues.
• Brand Platform Service Advisor will have a full understanding of Brand Platform SaaS component and exhibits product knowledge and digital expertise in order to build on client enthusiasm and confidence regarding purchase.
• Brand Platform Service Advisor must be able to present new and innovative ideas to the client to increase usage on their purchase product.
• Routine communication and updates to sales 
• Keep abreast of current trends in marketing and relevant social platforms 

Requirements: 

• 6 months of proven Customer Success experience with SaaS 
• Sales experience preferred 
• Excellent interpersonal and customer service skills.
• Ability to build rapport and trust over the phone or via other media (IM, Chat, Video, etc.)
• Excellent digital product knowledge and industry knowledge
• Excellent verbal and written communication skills including excellent grammatical, spelling and proofreading skills
• Excellent attention to detail and organization skills
• Ability to multitask and handle follow-up
• Ability to respond to a fast paced and changing environment
• Superior social media background with experience in multiple platforms including Facebook, Instagram, Twitter, Youtube, and blog postings 
• Superior problem-solving skills and solution-oriented mindset

• Ideal team player attitude and proven ability to work with team members across business functions 
• Ability to work independently and guide peer groups when necessary. 
• Ability to leverage knowledge of prior influencer marketing experience to achieve desired results. 
• Change champion enthusiastic about continuous improvement

Technical / Educational Requirements: 

• College graduate 
• Proficiency with general office software (Excel, Word, Google Docs, Google Apps)