SMB Account Manager at Aleph

• The role offers an opportunity to build and attain the best-in-class customer support experience. Aleph provides a unique international experience to its employees within a continuously evolving media landscape. It offers constant challenges and opportunities for continuous learning and growth for individuals that are passionate about digital marketing and advertising technologies.

Main Responsibilities

• Provide world class support to all SMB customers in a customer centric environment through the use of multiple support tools via different channels that include email, chat, phone, content moderation and social media
• Manage end to end onboarding of new customers to our CRM platforms and ensure data accuracy and authenticity
• Perform pre-onboarding, onboarding and manage basic account management requests on behalf of SMB Account Managers
• Assist customers with inquiries by providing consultative recommendations and help identify any opportunities to upsell solutions that will enable customer success
• Provide creative suggestions on how to improve their advertising campaigns or product portfolios to make it more engaging with their target audience
• Document in detail all customer interactions based on our Standard Operating Procedures to protect customer data according to
• Be an effective Subject Matter Expert of SMB Products and provide local market & language expertise to improve overall product support experience and drive customer success
• Create, translate and maintain Frequently Asked Questions (FAQ’s) to ensure our help support database are accurate, relevant and up to date
• Successfully perform against department scorecard metrics including Productivity goals, Quality Assurance, Average Handle Time, and Customer Satisfaction Rating and other critical customer support metrics
• Perform other duties as assigned by Global Partner Director

Minimum Requirements

• Fluent in one or two of the local languages & effectively bi-lingual in English is an advantage
• Minimum two (2) years of relevant work experience in customer service, sales support, call center, web design, advertising, e-commerce, technology products or SaaS related industry
• A working understanding of e-commerce, online advertising or social media principles and support elements is required
• Basic knowledge of creative / design softwares such as Canva, Adobe Photoshop & others
• Self-motivated and able to work autonomously
• Detail-oriented and able to manage multiple tasks effectively
• Passion for helping small businesses with Ads platforms and technology
• BA/BS degree or relevant qualifications preferred but not required