41 applicants

Company

Semrush · 5 hours ago

Enterprise Support Specialist (Retention Division)

Texas, United States

Full-time

Remote

Mid Level

3+ years exp

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Comp. & Benefits

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Responsibilities

Provide high-quality and personalized support to both customers and multiple internal stakeholders, proactively focusing on problem-solving aspects.

Collaborate with Product Marketing, Customer Success, and Solution Sales teams and their leadership to support the most efficient product and process development.

Maintaining an internal and customer-facing knowledge base.

Guide the team on escalated issues, leveraging resources effectively, and managing Semrush clients' communication and expectations.

Utilize sound business judgment and risk avoidance strategies, coordinating team efforts to solve problems promptly.

Drive continuous improvement initiatives within the Enterprise Solutions support function.

Foster and maintain Semrush’s culture and core values.

Contribute to the development of a 24x7 global coverage plan.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportCustomer SuccessAccount ManagementSaaS ExperienceSEO KnowledgeEnterprise Marketing SolutionsSupport MetricsTechnical DegreeChange ManagementHigh Ethical StandardsSQL KnowledgeFeedback Implementation

Required

3+ years technical experience in product support, customer success, account management, or consulting, preferably in a SaaS and/or SEO/Digital Marketing environment.

Experience working with Account Executives/Account Managers and Customer Success functions in a SaaS environment.

Bachelor’s Degree in a technical discipline or equivalent experience.

Experience supporting enterprise marketing technology solutions and documenting customer facing material is a plus.

Proven track record of success in achieving goals, metrics, and performance targets in a hyper-growth environment.

Strong understanding of standard support metrics, including Initial Response, SLA, TTR, CSAT, and NPS.

A customer-first mentality with the ability to prioritize and escalate customer issues appropriately.

Demonstrated success in handling escalations and resolving issues at the executive level.

Ability to engage and influence across various business functions, gaining consensus to develop action plans in complex environments.

Ability to foster change and navigate ambiguity with a commitment to action-oriented solutions.

Reputation for fairness, dependability, and adherence to high ethical standards.

Ability to assess and manage high-stress situations quickly and effectively.

Willingness to listen to feedback and develop improvement plans accordingly.

Preferred

Basic knowledge in databases, SQL and programming.

You share our common values: Trust, because we prefer to speak up and be our true selves; Sense of Ownership, because it’s not worth wasting time on something you don’t believe in; and enthusiasm for Constant Changes, because we are always looking to make things better.