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Job Snapshot

Employee Type - Full-Time EmployeeExperience - Not SpecifiedIndustries - Management

Description

About Us

Our goal? To protect online communities from high risk chat, comments, and images. Why? Because we believe in fostering an online world free of harassment, hate speech, and child exploitation. For the last six years, we’ve built systems that detect and remove dangerous and abusive content for online games, social networks, messaging apps, and more, all in real time. We created Community Sift, a powerful risk-based content filter and moderation tool that empowers the biggest brands in online entertainment to protect their communities, their reputation, and their bottom line. Using the latest technology and advances in artificial intelligence, we help our client’s online communities reach their full potential — and become spaces where everyone can share without fear of harassment or abuse.

Working at Two Hat

Two Hat offers a fast-paced, dynamic work environment where we all have an impact. While our tech is inspiring, our competitive advantage is us. We are more than a growing tech company, we are a powerhouse of talent built on a foundation of hard work, a growth mindset and a collective of passionate human beings driven to change the world.

The Opportunity

To help continue fueling our growth, we are looking for a creative problem solver with a passion for relationship building to join our team as a Senior Client Engagement Specialist! As the first point of contact, the Senior CE Specialist will be responsible for the relationship with our strategic clients. Accountable for the clients’ success, this position will take a consultative and analytical approach to engagement, creating stickiness to reinforce Two Hat as a ‘mission critical’ partner to our clients' success.  

As our Senior Client Engagement Specialist you will….

  • Provide leadership that mirrors the mission and core values of our company.
  • In partnership with the Client Success team work to ensure an integrated approach to creating an industry leading customer experience.
  • Establish credibility as a trusted partner to clients on anticipating future needs and trends, and making recommendations that showcase the full value of the product while identifying opportunities for upsell or expansion.
  • Conduct regular reviews to ensure strategic client satisfaction using metrics to demonstrate how Community Sift is helping achieve client goals.
  • Project manage the implementation of new features with existing strategic clients.
  • Promote best practices for developing and maintaining a healthy community.
  • Conduct regularly scheduled client meetings and ensure action items are resolved in a timely manner.
  • Advocate for strategic clients by triaging client issues and coordinating their resolution with the production team on project risks, escalations, and closure.
  • Using a consultative approach, develop and implement plans and solutions, using current best practices, to address client requirements and to resolve software issues.
  • Solicit and document client product improvement feedback for future development.
  • Create and maintain documentation for published client-facing content.
  • Respond to training and Tier 1 and 2 level support inquiries (email and conference call).
  • Triage client issues to ensure timely internal escalation and resolution.
  • Support client onboarding tasks as needed.
  • Collaborate with other departments on client needs.
  • Other duties as assigned.

We're looking for someone who has....

  • 5+ years of successful experience in customer service, client relationship management, product management or strategic account management.
  • Working knowledge of Microsoft Office and Internet applications.
  • Advanced working knowledge of Excel.
  • Availability to work after hours/weekends as part of a on-call rotation.
  • Experience in online community management is considered an asset.
  • Project management experience is considered an asset.

Our ideal team member demonstrates... 

  • A strong understanding of technical systems, products, processes, clients and industry.
  • Self sufficient, proactive, creative problem solver.
  • Excellent written and verbal communication.
  • Excellent time management and organization skills.
  • Diplomacy and critical thinking in high stress situations.

Our ideal team member is... 

  • GROWTH MINDSET - ability to think big, keep up to date on emerging trends and industry best practices, open to feedback and a learning mindset.
  • COLLABORATIVE - has a collaborative approach with the ability to build effective working relationships, be accountable and coordinate resources with cross-functional teams.
  • ADAPTABLE - thrive in a fast paced and agile environment.
  • DELIVERY FOCUSED - proven track record to scope and effectively manage competing priorities leading to exceptional execution.
  • COMPLEX PROBLEM SOLVING - an innovative team player with a positive attitude punctuated by high energy, initiative and perseverance.
  • RELATIONSHIP FOCUSED - a catalyst for building trust based strategic partnerships that create fanatical results.

Questions?

Does all of this sound good?  If so, then we want to hear from you!  

Note: We're so grateful you're interested in joining our team, if you're selected for an interview we'll be in touch.

 
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