Customer Operations Associate

Job Description : Customer Operations Associate
Location : Hybrid – Dallas based

About Roster

Roster is a successful, growing startup in automated executive 360 feedback and assessments aimed at developing extraordinary leaders. Roster 360 collects feedback from leaders’ closest colleagues and combines a research-backed model with years of real-world executive assessments to elevate individuals’ performance and take the organization to the next level. Our AI-driven analytics engine paired with Roster domain experts provide actionable insights that elevate the performance of leaders, teams, and companies.

Customer Operations at Roster

Interested in a customer-facing career in software? Curious to explore roles in operations, customer support, account management, and sales? Passionate about developing your own leadership skills and sharing that passion with others? Looking for a high energy, high opportunity environment where you will be mentored and trained by industry leaders?

In Customer Operations at Roster, you will have exposure to the full client lifecycle, from onboarding to implementation of leadership development programs in high-growth companies. You will see the business end-to-end – Operations works in close collaboration with the Sales and Marketing teams to ensure a cohesive customer experience and with the Technology team to provide product feedback and ensure deep product knowledge is maintained. As a Customer Operations Associate, you will have the opportunity to cultivate the skills and tools needed to develop in your career at Roster. If you are interested in growing your career in account management, learning & development?, operations, product, or sales, this role will allow you to explore, grow, and specialize as the Roster team grows and scales.

A Day in the Life:

• Maintain an updated knowledge of Roster’s products, services, and operational workflows
  Strong focus on helping clients succeed in the use of Roster products
  Respond promptly and professionally to incoming customer inquiries
  by telephone or email, explaining simply and clearly in response to customer questions and checking for customer understanding and acceptance

• Write, proofread, and maintain customer support documentation

• Track all customer activities in the company customer relationship management (CRM) system

• Assist clients by demonstrating the use of Roster’s products

• Establish and maintain good rapport with clients

• Coordinate between the operations and sales team to ensure seamless handoff and customer experience

• Provide product feedback to the Chief Operations Officer and Chief Technology Officer

• Drive product usage, growth, and renewals with the Roster client base

• When time permits, provide support to the sales team, prospecting and qualify new sales leads, scheduling appointments with prospects, and tracking sales activities in the company CRM system

Requirements:

• Bachelor’s degree in marketing, business, liberal arts, or related fields

• Customer service experience a plus

• Proficient in all Microsoft Office applications

• Excellent communication skills, both verbal and written

• Confidence and comfort to cold-call prospects and develop new sales leads

• Exceptional organization and time management skills

• U.S. Citizen or Permanent Resident status required; Visa sponsorship not available

Roster provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 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