Customer Success Support Administrator at Pilot.com (Remote)

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The Role
The Customer Success Support Administrator will be responsible for supporting the customer success teams to ensure that Pilot’s customers have a great experience navigating the challenges of building a financial back-office for their business.  You will be responsible for ensuring customer data accuracy, preparing new pricing and quotes, and other general customer success team needs.  
Key Responsibilities
  • Partner with the customer success team to ensure all customer data that is needed is accurately entered into all systems
  • Research, gather, and input any customer data into systems that is required to track customer success metrics
  • If necessary, follow-up with customers on payment terms for upsell and cross-sells
  • Facilitate both internal and external calls in order to discuss or resolve any issues
  • Work cross-functionally with the Sales, FinOps, RevOps, Controller Services, and CFO Services teams to ensure a seamless customer experience
  • Support process improvement projects to drive operational efficiencies 
  • Perform other duties and assignments as required 
About You
  • 1+ years of experience in order management, contract administration, support, or other administrative experience
  • High attention to detail 
  • Must be able to work well both on a team and independently, and effectively multitask and prioritize workload to meet demanding deadlines
  • Excellent written and verbal communication skills
  • Demonstrated customer-centricity skills with the ability to act with speed, agility, and accountability to drive desirable outcome
  • Proven ability to establish credibility, trust, and support within all levels of an organization
  • Strategic and analytical problem solver
  • Proficiency in MS Office (Word, Excel, PowerPoint), Google (Docs, Sheets, Calendar, Drive, etc.), Dropbox, and Salesforce is highly desired
About Pilot

Pilot launched in 2017 to bring the back office into the modern era. Pilot provides small businesses with dedicated finance experts - which Pilot hires as full-time, U.S.-based employees - who learn the ins-and-outs of their business. Pilot integrates directly with the billing, banking, expense, and payroll systems customers already use. With a special blend of custom software and expert bookkeepers, Pilot delivers accurate, consistent bookkeeping and financial management and tax services that give entrepreneurs the freedom to focus on their business.
Pilot has over 1,000 customers and has raised over $170 million in financing from Sequoia, Index Ventures, Stripe, Bezos Expeditions, and Whale Rock.  Our investors also include a long list of world-class entrepreneurs, including Patrick and John Collison, Drew Houston, and Diane Greene.  Our most recent funding round doubled our valuation to $1.2 billion – Meet Fintech’s Newest Unicorn.

Why Pilot?
  • We invest in our employees’ development and happiness because our employees are the keys to our success and ensuring happy customers
  • The opportunity to join a seasoned founding team that has led companies through two prior successful startups and acquisitions (by Oracle and Dropbox).
  • Flexible vacation/time-off policy
  • All federal holidays are observed
  • Competitive benefits package including wellness benefits such as Modern Health, Headscape, One Medical, Aaptiv and Rightway
  • Parental leave for birthing or non-birthing parents – 100% pay for 12 weeks
  • 401(k) plan
RECRUITMENT SCAM NOTICE
 
Recruitment fraud is a sophisticated scam offering fake job opportunities. This type of fraud can occur through false websites, impostor LinkedIn profiles, fake job postings on job boards, phishing e-mails claiming to be from the company, etc. The fraudsters often request recipients to provide sensitive personal or financial information (SSN, bank account, etc.) and/or to make payments.  
 
Please note that employment offers and any requests for information will always be made by a Pilot employee with a @pilot.com email address.  If you are receiving an employment inquiry or employment offer from a non @pilot.com email address, please assume it is not genuine.  Pilot never asks job seekers to make any payment as part of the recruiting process. If you have any questions about the authenticity of the Pilot recruitment process or an offer that you have received, please contact us by email at [email protected]  If you have provided monies or other sensitive personal information and suspect you are the victim of fraud, please contact your local authorities or the Federal Trade Commission at 1-877-382-4357 or online at ftc.gov/complaint.

RECRUITMENT AGENCY POLICY

Pilot does not accept agency resumes.  Please do not forward resumes to our jobs alias, employees, or any other company location.  Pilot is not responsible for any fees related to unsolicited resumes.

EQUAL EMPLOYMENT OPPORTUNITY

Pilot is an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment.  We base employment decisions on business needs, job requirements, and individual qualifications, without regard to race, color, religion, or belief; national, social, or ethical origin; age; physical, mental, or sensory disability; sexual orientation; gender identity and/or expression; martial, civil union, or domestic partnership status; past or present military service; HIV status; family medical history or genetic information; family or parental status including pregnancy; or any other status protected by the laws or regulations in the locations where we operate.  Pilot will not tolerate discrimination or harassment based on any of these characteristics. 

Pilot welcomes the opportunity to consider qualified applicants with prior arrest or conviction records.  Pilot’s demonstrated commitment to diversity extends to hiring talented individuals in spite of prior criminal history in accordance with local, state, and/or federal laws, including San Francisco’s Fair Chance Ordinance and the California and Tennessee ban-the-box laws. 

If you are a qualified individual with a disability and need a reasonable accommodation in the job application process, please reach out to [email protected]

IMPORTANT E-VERIFY INFORMATION

Federal law requires Pilot to confirm the identity and employment eligibility of all persons hired to work in the United States, and Pilot participates in the E-Verify program for this purpose.  Pilot will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

Please read the attached notices, available in English and Spanish, for important information.

  • E-Verify Notice
  • Right to Work Notice
More Information on Pilot.com
Pilot.com operates in the Software industry. The company is located in San Francisco, CA and Nashville, TN. Pilot.com was founded in 2016. It has 211 total employees. It offers perks and benefits such as Dental Benefits, Vision Benefits, Health Insurance Benefits, 401(K), Employee Stock Purchase Plan and Remote Work Program. To see all 81 open jobs at Pilot.com, click here.
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