Premium Support Analyst

Job Description

View All Jobs

Premium Support Analyst

× Email This Job Your First Name
Your Last Name
Your E-Mail Address
E-Mail Address to Share With
Subject
Message
Prove you're not a robot Send E-Mail Close Field-US

• Apply
• × Employee Referral Tell Us Who You Are First Name
  Last Name
  E-Mail Address
  Please complete all 3 fields. How Do You Want to Share?
  Close

Job Description

Job Title: Premium Support Analyst

Location: Denver, CO, or US Field

Function: Customer Support

Position Type: Regular, Full-time

Position Level: Mid-level

Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential. Xactly delivers a first-of-its-kind, end-to-end Intelligent Revenue platform that enables businesses to accelerate the digital transformation of their revenue operations (RevOps). Xactly pairs rich empirical data and purpose-built AI capabilities in one platform to advance the quality and scope of data-driven decision making through the revenue lifecycle. Xactly empowers growing enterprises to effectively manage their revenue generation. Xactly’s Intelligent Revenue platform carries organizations through the full Revenue lifecycle by focusing on planning, territory and quota, incentives, and pipeline management and forecasting from initial strategy development through execution and prioritization of all aspects of revenue optimization. Harnessing the power of AI, Xactly’s scalable, cloud-based platform combines great software with the industry’s most comprehensive 16-year data set to give customers the trusted insights they need to improve sales performance and grow revenue.

THE OPPORTUNITY

As Premium Support Analyst you will be the named Support lead for a group of Xactly’s most strategic customers. These customers will have purchased Premium Plus which provides access to senior-level support for technical issues, questions, guidance and other support tasks.

You will be the primary point of contact with responsibility for quickly resolving issues, removing roadblocks, driving cross-functional collaboration to identify solutions and proactively ensuring the health of these customer solutions. In addition you will proactively assist with guidance on best practices, run monthly status reviews and assist with processing tasks. To ensure your and your customers’ success you will gain an in-depth knowledge of the clients business objectives, goals and challenges in order to provide the support and advice needed to ensure customer success. You will also actively maintain a high level of expertise in Xactly’s products through internally available learning opportunities and self-study.

THE TEAM

Xactly’s Customer Support team is a talented and growing team with members in San Jose, Denver, Bangalore, Toronto, and Australia and responsibility for delivering 24X7 support to our global Enterprise, Commercial and SMB customers

THE SKILL SET:

● 3+ years experience in a Support or Customer Success role supporting a complex SaaS solution(s) for Enterprise B2B customers

● You are a creative problem solver who is passionate about ensuring customers are successful and you can point to more than a handful of customers who sing your praises when talking about the intelligent, collaborative, and effective way you worked with them through challenging situations.

● You are considered the expert in a number of product areas by your current team and the go-to person when things get challenging.

● You are a confident communicator with outstanding written and verbal skills

● You are skilled prioritizer and multi-tasker and have demonstrated ability to manage multiple key customer issues concurrently

● Prior experience delivering outstanding white-glove service for customers on premium support levels is a plus.

WITHIN ONE MONTH, YOU’LL

● Complete Xactly’s Incent onboarding program and gain an initial familiarity with Xactly’s key products, support tools and support processes.

● Build relationships with key customers and solve basic issues

WITHIN THREE MONTHS, YOU’LL

● Continue to build product knowledge and take on cases with increasing complexity.

● Run monthly case reviews for your assigned customers

● Develop an understanding of the role of other Xactly departments (Product, Engineering, Operations, Success) and build the cross-functional relationships you will leverage to ensure the success of your customers.

WITHIN SIX MONTHS, YOU’LL

● Work independently supporting your assigned Premium Support customers

Final pay determinations, salary ranges and pay increases are established by the employer. They are based upon a combination of local industry benchmarks, budget, experience, and internal comparisons.

Salary ranges allow for growth opportunities as the employee develops new skills, and/or hones current skills.

Salary Range $57,000 - $71,200 + Semi Annual Bonus

Benefits and Perks

● Flexible Time Off (FTO)

● Comprehensive Insurance Coverage (including pet insurance!)

● Tuition Reimbursement

● XactlyFit Gym/Fitness Program Reimbursement

● Kitchen Stocked Daily with Tasty Snacks, Fruit, and Drinks

● Access to Corporate Discounts

● Up to (3) Days Paid Leave to Participate in Community & Volunteer Opportunities

● End of Month Surprises, Contests, BBQs, Parties & Reward Vacations

● 401(k) Retirement Savings Plan & Employer Match

● Periodic Massages

● Generous Employee Referral Program

● Relocation Assistance through Preferred Partner

● Full access to Grokker, our health engagement and employee wellbeing platform

THE XACTLY STORY

Xactly is a leading provider of enterprise-class, cloud-based, incentive compensation solutions for employee and sales performance management. We achieve this by following our vision: Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals. Our solutions allow organizations to make better strategic decisions, optimize behaviors, increase sales and employee performance, improve margins, increase operational efficiencies, mitigate risk, design better incentive compensation plans, and reduce error rates in incentive compensation calculations. Our core values of Customer Focus | Accountability | Respect | Excellence are key to our success, and each day we’re committed to upholding them by delivering the best we can to our customers.

We were the first 100% cloud-based, multi-tenant provider focusing solely on the incentive compensation and employee and sales performance management market, and we achieved our leadership position through domain expertise and innovative technology. We deliver our solutions through a Software-as-a-Service (SaaS) business model.

Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.

Skills & Requirements Qualifications