Customer Success and Marketing Specialist in Porter Metrics

At Porter, we’re looking for a customer success specialist with strong background in marketing to help our users—+1000 marketing teams and agencies across 60 countries—to automate their data reporting and win with their data analysis.

Your work will help us convert users to customers, retain, and expand current customers by delighting them with support, content, training, and automation.

In the mid term, you’ll play a fundamental role in the customer support/sales team, managing all the tasks involved there. These tasks directly impact our business outcomes (acquiring, retaining, and expanding customers).

We want to evolve the support/success role into a community one for marketers, where we work on referral marketing, partnerships, training, certifications, etc. In a nutshell, we want to bet high on customer support; we see a lot of potential to outperform all competitors in this aspect.

1. You will provide customer support through chat in English and Spanish. As a chat tool, we use Intercom.
2. You’ll take on video calls to provide support and also close inbound sales.
3. You’ll plan and create content related to digital marketing reporting through articles, videos, and webinars.
4. Onboarding new customers: through video calls, you’ll help our new customers to get to know Porter.
5. Automate your work: you will use no-code tools like Typeform, Active Campaign, Intercom, and Zapier to automate repetitive tasks. You’ll even train an AI-powered chatbot to learn to answer repetitive queries.
6. Plan documentation: you’ll communicate with our marketing team to coordinate new guides that help our users and customers self-service.
7. Provide feedback to our product team: as you’re talking directly to users and customers, frequently communicate about improvement opportunities.
8. Report bugs to the dev team: help our dev team prioritize what should be fixed based on issues that happen on chat, email, and calls.
9. Selling and promoting our product (inbound) with potential customers (commissions for you include)

1. You’re bilingual: you can professionally communicate in English and Spanish, both written and verbally.

1. You act with urgency and empathy: you genuinely care about helping people to solve their issues.

1. You bring great attitude, energy, and self-confidence: you’re comfortable speaking to dozens of happy and angry users all day; you’re proactive enough to propose solutions, and even do sales presentations.

1. You’re ok with a startup environment: you’re ok with uncertainty, shit happening, something going bad with the product, lack of processes or documentation. We’re an early-stage startup.

1. You learn fast: you’re a self-learner, resourceful individual. You’re ok with software tools and can learn them quickly.

1. Marketing background (desirable): you understand marketers' pain points, and metrics, and can proactively suggest how they can have better dashboards and reports. Not a must but highly ideal.