Customer Success Representative

Location: Roswell, GA
Date Posted: 07-24-2017
About VENZA® Drawing on decades of experience, VENZA helps organizations to mitigate data security vulnerabilities and ensure compliance, keeping guests and their data safe from breaches. By delivering a security solution for readiness, reassurance and response, VENZA offers 360-degree visibility for proactive management of risks—so users can focus on guest service and building trust in their brand. 
 
More than 10,000 organizations in 100+ countries look to VENZA for tools, technology, and strategic security support. Founded in 2008, VENZA is a privately held company, headquartered in Roswell, GA. For more information, please call 770.685.6500 or visit VENZAgroup.com.
 
VENZA is seeking a Customer Success Representative for its Customer Success Team.

ACCOUNTABILITY SUMMARY

Reporting to the Customer Success Manager, the Customer Success Representative will provide Tier 2 level support to one of VENZA’s largest customers. He or she will also be in tune with other VENZA customers and anticipate needs and prescribe or implement adequate interventions. This individual will provide customers the knowledge and guidance they need by responding to support items with experience and tact. This is a unique, full-time opportunity for a friendly, high-energy professional who wants to play a key role in a growing company.
 
This position will be measured by overall response time and resolution of Tier 2 client support tickets. Overall levels of customer satisfaction and adoption rates of VENZA programs will also be a key performance indicator. 

DUTIES AND RESPONSIBILITIES
 
• 24/7 support with exceptional and timely management of client tickets via phone, email and live chat (utilizing Desk.com)
• Assist in the deployment of products including (but not limited to) the VENZA LMS™ and VENZA PEAK® platform (assembling user lists, creating groups and departments, etc.)
• Assist in activating Security Awareness Audits 
• Manage key accounts, including but not limited to, prescriptive learning in the security space
• Understand and define the support needs of customers and create tools and resources to improve internal processes
• Update account and contact records in Salesforce.com • Stay current with all VENZA product updates (release notes, webinars, etc.) and VENZA procedures as they apply to in-house technology (Salesforce, training materials, etc.)
• Work at the VENZA headquarters in Roswell, GA.
 
REQUIREMENTS

• Must be bilingual (English/Spanish), with previous Customer Service experience
• A Bachelor’s degree is preferred
• Experience providing application and technical support to customers is preferred, along with knowledge of compliance and information security
• Experience in the hospitality industry is preferred
• Proficiency with Microsoft products (advanced to expert level) is preferred • Adoption/activation of a small business web-based product (B2B) is a plus.
 
COMPENSATION 

• Starting at $40k 
• VENZA provides significant career growth, competitive compensation and a benefits package that includes Vacation, Holiday, Health and 401k. 

VENZA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, VENZA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

VENZA expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.  Improper interference with the ability of VENZA’s employees to perform their job duties may result in discipline up to and including discharge.


 
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