customer success representative - ContractorPantheon

Customer Success Representative - Contract position
About Pantheon
Pantheon is the only WebOps platform built from the ground up for agility. We help our customers win, where the digital experience starts and matters most - their websites. We empower teams of developers, marketers, and IT professionals to focus on delivering business results while Pantheon handles uptime, performance, scalability, and security. We are the fastest growing Drupal and WordPress platform in the world, powering over 285,000 sites and serving billions of pages every month. Happy customers include some of the most recognized names in high tech, higher education, and NGOs, such as Patch, Apigee, UC Berkeley, Arizona State University, and the United Nations.
With 35% of the web running open-source and significant investments in a $200 billion total addressable market, we are growing aggressively into a huge market opportunity and looking to expand our sales organization.
The Role
Your primary job responsibilities (approximately 80% of your working time) will be directly related to Pantheon's Billing issues reported by customers (online & contract).
Cool Things You'll Do
This initiative includes the following distinct steps -
Response/Follow up on Issues (Chats, Tickets): Respond to support requests (billing, payment related issues) and provide prompt, clear, and complete solutions, with emphasis on first response resolution when possible. Some of the high level tasks associated with this role
Billing disputes for online subscribers
Refund processing in recurly for online customers
Transferring customers from Contract to Online subscription
Invoice clarification and provide details of the subscription
Handle preferred pricing requests and adjust subscriptions as approved by sales/finance.
Account research; locating missing accounts; identifying ghost accounts; searching Recurly for detached accounts
Handle billing chats during US business hours 9am-5pm pst
Internal Collaboration: Work closely with:
Sales team (Partner, Agency team, Client Sales, AE, CSM) to ensure they are in sync with the billing/subscription related activities, dependencies and critical action items, and Offboarding processes
Product team (New Customer UI development, Bug and Feature Request review)
Docs team (Billing CSE related internal and external documentation updates/additions, wiki review)
Finance team (Contract-related refunds, tax exemption process and issues)
Take part in CSE Initiatives (training, documentation etc)
Meet individual & team KPIs, assist with department goals.
Create, edit, and update Customer Support documentation, processes
Help to maintain CSE Billing procedures, processes and standards (Wiki guide, training)
Perform other duties as assigned
Pantheon is an equal opportunity/affirmative action employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law.
Visa Sponsorship is not available at this time.