Envoy Air

Compensation

Full Description

Description: • Act as the main point of contact for LocID-related technical inquiries across all regions and time zones • Support global customers with occasional off-hours flexibility to meet the needs of international partners • Provide responsive, clear, and helpful support to clients via email, calls, and virtual meetings • Collaborate with Engineering, Product, and Data teams to troubleshoot, escalate, and resolve technical issues • Work with Sales and Marketing to strategize on client retention, re-engagement, and upsell opportunities • Proactively monitor client usage and engagement trends, identify drop-off risks, and take action to re-engage or resolve concerns • Assist with onboarding and implementation as needed, helping clients successfully adopt and integrate LocID • Monitor client usage and proactively follow up to ensure engagement and satisfaction • Identify opportunities to grow the business by uncovering future commercial and sales prospects • Maintain detailed logs of client interactions, resolutions, and trends to drive continuous improvement • Develop FAQs and documentation to streamline support and reduce response times • Gather feedback and feature requests from clients, serving as their internal advocate • Help shape scalable client success processes as the product and team grow Requirements: • 3+ years of experience in client success, technical support, or solutions engineering, ideally with a SaaS or data platform • Deep industry knowledge in AdTech/MarTech; experience with geolocation data is a strong plus • A client success professional with technical curiosity and aptitude- you love helping clients understand and get value from data or tech-driven products • Exceptional written and verbal communication skills- you can explain complex topics clearly to non-technical users • Comfortable using support and CRM platforms like Zendesk, Jira, Salesforce, or similar tools • Detail-oriented and self-motivated with strong organizational and time management skills • Strong problem-solving skills with the ability to assess issues, ask the right questions, and connect clients with the right internal resources • Willingness to work standard EST hours with occasional flexibility for early/evening meetings across time zones • All employees must be authorized to work in the United States; Digital Envoy is not sponsoring visas for this position. Benefits: • Competitive Salary & Bonus program • Medical, Dental and Vision • Paid Holidays & Unlimited PTO policy • 401(k) with employer contribution match • We value your input: make a real impact in a growing, innovative company!