Growth Specialist

at  Frontapp

Location
Dublin, IR
Type
Full time
Department
Sales
Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life.
Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and PagerDuty. Front has received numerous Great Place to Work accolades, including Y Combinator’s list of Top Companies in 2023, #4 on Fortune’s Best Workplaces in the Bay Area™, Inc. Magazine’s 2022 Best Workplaces list, Forbes Best Startup Employers 2022 List, and Best workplaces for Millennials 2022 list.
Front is looking for a Growth Specialist to join our world-class Go-To-Market organization. As a Growth Specialist, you will develop deep knowledge of Front’s core product capabilities and leverage that expertise to provide customer value through scaled campaigns and 1:1 consultations. You will collaborate closely with product, marketing, data, and revenue teams and play a critical role in shaping how we execute a hybrid motion in our self-serve customer segment.
In this role, you will be a key player in driving product adoption and revenue growth by engaging with our self-serve customers. Your primary focus will be to identify opportunities to enhance product usage, facilitate free trials of premium features, and ultimately guide accounts towards upgrading to higher-tier plans.
This role is ideal for someone who is passionate about understanding product intricacies, has a knack for customer engagement, a genuine interest in solving complex problems, and excels at strategic upselling. Additionally, you will be successful in this role if you have a bias for action, can operate with agility without sacrificing quality, have an insatiable appetite for learning all things product, and can manage multiple initiatives with a clear organizational sense.
We’re all about growth and career mobility at Front. Whether you want to specialize in the self-serve segment or move onto the next great role, the time you spend as a growth specialist will prepare you for any role where your knowledge of our customer base and how they use the product will set you up for success, such as Account Executive, Relationship Manager, Onboarding Manager, Solutions Engineer, or Solutions Architect.

Key Responsibilities:

• Product Expertise: Develop a deep understanding of Front’s product suite, including advanced features and benefits of higher-tier plans, to effectively communicate value to self-serve accounts.
• Customer Engagement: Proactively reach out to unmanaged self-serve accounts to identify usage patterns, pain points, and opportunities for enhanced product engagement.
• Consultative Approach: Provide tailored advice and recommendations to accounts on how to optimize their use of Front’s features to better meet their business needs.
• Facilitate Trials: Enable and manage free trials for premium features, ensuring a seamless experience and demonstrating the value of higher-tier plans.
• Upselling Strategy: Implement strategies to convert trial users and engaged accounts to upgrade to higher-tier plans, driving revenue growth.
• Relationship Building: Cultivate strong relationships with key stakeholders within self-serve accounts to foster long-term customer satisfaction and retention.
• Feedback Loop: Gather and relay insights from customer interactions to the product and marketing teams to inform product development and promotional strategies.
• Cross-functional Collaboration: Work with other teams - support, billing, operations - to manage escalations and staff for campaigns

Skills & Experience:

• 1-2 years of customer-facing consulting, sales, support, implementation, or product experience, preferably at a SaaS company with complex workflow or automation products (think Mulesoft, Zapier, Workato, Tray.io, ServiceNow, Salesforce, etc)
• Proven ability to work independently and as part of a team, preferably in a tech or start-up environment.
• Ability to communicate and teach complicated concepts verbally and in writing
• Builder’s mindset - as a growing function, processes aren’t always defined, you should be excited to pave new roads through trial and error
• Bonus: A working knowledge of relevant technologies, including Email, Ticketing Systems (Zendesk, Intercom, Salesforce Service Desk), SMS, CRMs, IDPs, ERPs, & ETL

Key Responsibilities:

• Product Expertise: Develop a deep understanding of Front’s product suite, including advanced features and benefits of higher-tier plans, to effectively communicate value to self-serve accounts.
• Customer Engagement: Proactively reach out to unmanaged self-serve accounts to identify usage patterns, pain points, and opportunities for enhanced product engagement.
• Consultative Approach: Provide tailored advice and recommendations to accounts on how to optimize their use of Front’s features to better meet their business needs.
• Facilitate Trials: Enable and manage free trials for premium features, ensuring a seamless experience and demonstrating the value of higher-tier plans.
• Upselling Strategy: Implement strategies to convert trial users and engaged accounts to upgrade to higher-tier plans, driving revenue growth.
• Relationship Building: Cultivate strong relationships with key stakeholders within self-serve accounts to foster long-term customer satisfaction and retention.
• Feedback Loop: Gather and relay insights from customer interactions to the product and marketing teams to inform product development and promotional strategies.
• Cross-functional Collaboration: Work with other teams - support, billing, operations - to manage escalations and staff for campaign