Hiring – Work at Home – Customer Success Support Administrator

PILOT



The Customer Success Support Administrator will be responsible for supporting the customer success teams to ensure that Pilot’s customers have a great experience navigating the challenges of building a financial back-office for their business.  You will be responsible for ensuring customer data accuracy, preparing new pricing and quotes, and other general customer success team needs.  

Key Responsibilities

  • Partner with the customer success team to ensure all customer data that is needed is accurately entered into all systems
  • Research, gather, and input any customer data into systems that is required to track customer success metrics
  • If necessary, follow-up with customers on payment terms for upsell and cross-sells
  • Facilitate both internal and external calls in order to discuss or resolve any issues
  • Work cross-functionally with the Sales, FinOpsRevOps, Controller Services, and CFO Services teams to ensure a seamless customer experience
  • Support process improvement projects to drive operational efficiencies 
  • Perform other duties and assignments as required 

About You

  • 1+ years of experience in order management, contract administration, support, or other administrative experience
  • High attention to detail 
  • Must be able to work well both on a team and independently, and effectively multitask and prioritize workload to meet demanding deadlines
  • Excellent written and verbal communication skills
  • Demonstrated customer-centricity skills with the ability to act with speed, agility, and accountability to drive desirable outcome
  • Proven ability to establish credibility, trust, and support within all levels of an organization
  • Strategic and analytical problem solver
  • Proficiency in MS Office (Word, Excel, PowerPoint), Google (Docs, Sheets, Calendar, Drive, etc.), Dropbox, and Salesforce is highly desired

About Pilot

Pilot launched in 2017 to bring the back office into the modern era. Pilot provides small businesses with dedicated finance experts – which Pilot hires as full-time, U.S.-based employees – who learn the ins-and-outs of their business. Pilot integrates directly with the billing, banking, expense, and payroll systems customers already use. With a special blend of custom software and expert bookkeepers, Pilot delivers accurate, consistent bookkeeping and financial management and tax services that give entrepreneurs the freedom to focus on their business.

Pilot has over 1,000 customers and has raised over $170 million in financing from Sequoia, Index Ventures, Stripe, Bezos Expeditions, and Whale Rock.  Our investors also include a long list of world-class entrepreneurs, including Patrick and John Collison, Drew Houston, and Diane Greene.

Why Pilot?

  • We invest in our employees’ development and happiness because our employees are the keys to our success and ensuring happy customers
  • The opportunity to join a seasoned founding team that has led companies through two prior successful startups and acquisitions (by Oracle and Dropbox).
  • Flexible vacation/time-off policy
  • All federal holidays are observed
  • Competitive benefits package including wellness benefits such as Modern Health, Headscape, One Medical, Aaptiv and Rightway
  • Parental leave for birthing or non-birthing parents – 100% pay for 12 weeks
  • 401(k) plan

To apply for this job please visit boards.greenhouse.io.

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