Marketplace Support Specialist
Tackle is the leading solution built to help software companies generate revenue through cloud ecosystems. Our platform and our team come together to help our customers identify the right buyers, grow cloud co-sell relationships, and transact efficiently at scale through the Cloud Marketplaces.
Tackle works with more than 500 software companies including Auth0, CrowdStrike, HashiCorp, Lacework, New Relic, Snyk, VMware, and many more at every stage—from companies scaling their go-to-market to the largest software companies in the world. We are venture backed by three of the world's top SaaS investors—a16z, Bessemer Venture Partners, and Coatue—to execute on our mission to positively transform the way that software is sold.
In This Role You Will:
- Triage incoming customer support inquiries to determine the customer need, provide assessment of the situation, seek clarification as appropriate.
- Assign tickets to support engineers based on capacity, subject matter, and priority.
- Manage the inbox and email communication on behalf of our Partners that drive co-sell engagements with leading cloud providers: AWS, google and Microsoft.
- Work closely with internal team members to ensure opportunities are being connected accurately and timely.
- Keep our internal CRM and the Parner CRM up to date with applicable Co-sell information accurately and timely
- Seek to understand and organize customer feedback and act as the voice of our ISV customers to Product Management and Customer Journey leadership; representing their goals and needs to attain them
- Ensure internal and external service levels are maintained.
- Manage assigned cases with a high degree of professionalism and attention to detail through email, chat, video and phone.
You Should Have:
- Detailed oriented with strong problem solving/decision making skills and sound judgment
- Excellent oral and written communications skills
- Professional demeanor, personal integrity, committed to high moral standards and business ethics
- Positive attitude, willingness to learn and an outgoing personality with the ability to work in a remote team environment
- Experience in customer service a plus
- Knowledge of the software as a service (SaaS) industry is also a plus
- Proficient in Outlook/Gmail, Dynamics365, Salesforce and Excel, specifically with VLOOKUP functions and Pivot tables.
- Highly Organized
- Attention to detail
- Likes repetitive type work
Full-time employees currently enjoy these amazing perks and benefits:
· Work remotely from anywhere within the US & Canada
· Competitive salary
· Health, dental and vision coverage
· Company off-site summits
· Monthly wellness reimbursement
· Internet and phone reimbursement
· $1000 home ergo/office set up
· Generous vacation plan & flexible work hours
· 401k + matching
· Technology tools to do your best work
· Company surprises and swag
· Awesome co-workers
TACKLE VALUES:
Start with the customer - We succeed when our customers succeed. That's why every role at Tackle leads to the customer. We exist to support, guide, and empower our customers.
Explore and experiment - We are curious and creative at work, always looking for innovative ways to improve. We continuously iterate and push the boundaries of what's possible. Tackle is a safe place to try new things.
Learn and grow as a team - We seek and share knowledge across Tackle. We actively connect and collaborate with others. We welcome different perspectives and invite healthy debate.
Celebrate wellness - We value work-life harmony and personal well being. We share and appreciate stories of wellness every day. We are remote by design, so all Tacklers have the freedom to be their best selves.
Tackle together - We work openly and transparently at Tackle. We are caring, empathetic, and kind. Every Tackler plays a part in our welcoming, inclusive culture.
The Hiring Process:
We have a transparent and streamlined hiring process that can typically be completed in one to two weeks:
• Phone screen
• 3 additional video chat interviews (on occasion there may be opportunities for in-person interviews)
• Some positions may require a take home test (this will be communicated to the candidate)
We are a welcoming, diverse team with a wide range of backgrounds and experiences. We were born and built remote and welcome others who believe remote companies are the way companies will be built into the future. At this time, we can only accept applicants who reside within the United States and Canada.
Tackle.io is proud to be an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation. Tackle makes hiring decisions solely based on qualifications, merit and business needs at the time. We hope to empower and support every individual and celebrate the diverse cultures, perspectives and experiences in our teams. Our Equal Opportunity policy applies to all employment practices within Tackle.