Marketplace Guide (Customer Journey, Tech Support)

Tackle

United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/27/2021
  • Website: tackle.io
  • Company Address:

About Tackle

Tackle is dedicated to helping software companies generate
revenue through Cloud Marketplaces, specifically: AWS
Marketplace, Azure Marketplace, and Google Cloud Platform
Marketplace. Tackle’s Cloud Marketplace Platform drastically
reduces your time to list and sell products on the Marketplaces,
while providing granular transaction reporting, with zero engineering
resources required. We enable your Sales, Business Development,
Operations, and Finance teams to easily interface with the Cloud
Marketplaces and leverage them to drive revenue fast.

Job Description

Tackle.io enables enterprise software companies to accelerate the use of Cloud Marketplaces like AWS, Azure and Google. Our vision is to transform the way software is bought and sold with a laser focus on helping customers build and drive significant channels of revenue through the Cloud Marketplaces.
 
We are looking for energetic, responsive, passionate Marketplace Guide on the Customer Journey team who can put their skills into action by closely working with all of Tackle’s ISVs to Triage and identify the best Tackle resources to help ISVs achieve their Cloud Marketplace goals.

Responsibilities:

    • Provide timely acknowledgement, assessment and resolution of inbound consultative and break-fix platform support issues
    • Manage assigned cases with a high degree of professionalism and attention to detail through email, chat, video and phone.
    • Liaise with Cloud Marketplace partners to manage related or dependent support tickets on behalf of the ISV
    • Seek to understand and organize customer feedback and act as the voice of our ISV customers to Product Management and Customer Journey leadership; representing their goals and needs to attain them
    • Document and share standard operating procedures, product tips and other information critical to enabling internal and external Tackle stakeholders through internal and external facing tools
    • Establish and maintain strong customer relationships with Alliance, Sales and Operations leaders at all levels
    • Enable ISVs to take required actions, answer key questions and self-serve information or actions in the Tackle or Cloud Marketplace platform
    • Evangelize the Tackle Vision and help transform the way software Sellers sell and the way that Buyers buy
    • Be an expert in how transactions are offered, booked and fulfilled on Cloud Marketplaces and keep up to date with their interactions and changes

Requirements:

    • Business Intelligence related experience; sourcing data, interpreting and presenting data-driven reports and dashboards, and driving consensus decisions
    • Experience in Customer Success, Sales or Revenue Operations, Account Management or equivalent history of increasing satisfaction, adoption, and retention of a technology or facilitating and supporting the sales process
    • History of overachievement and references from people telling us we’d be silly not to hire you
    • Technologically adept and business intelligence acumen-focused, with outstanding communication (written and oral), negotiation, and presentation skills to internal and external stakeholders ranging from team members to executive management
    • Ability to learn and adapt to low level technical requirements such as running Python scripts in a local environment or interpreting AWS Cloudwatch logs.
    • Experience working with AWS, Azure, or GCP and a basic understanding of key services and value propositions.
    • Preferred: Experience working with one or more of the major Cloud Marketplaces
    • Ability to work individually and remotely and to collaborate within a team environment synchronously and asynchronously to achieve your goals.
    • Bring YOU to the role - we want creative, positive, and excited team members who can think around corners and push us all to get better every day.
    • Enjoy the demanding pace of a hyper-growth SaaS company
TACKLE VALUES:
 
Start with the customer - We exist to help sellers sell more & sell faster, and we measure all of our decisions with our customers’ goals at the forefront. 
How we embody this value:
-We celebrate when our customers celebrate
-We’re active listeners and intent observers
-We always aim to be consistent, reliable, and trustworthy
 
Paint the art of the possible - We continuously innovate on how we do things, always looking for a better, smoother way for our customers and for each other.
How we embody this value:
-We think big to solve problems and make our customers lives easier
-We challenge the status quo, break down barriers, and aren’t afraid to experiment or get uncomfortable
-We take calculated risks, we own our mistakes, and we support one another
 
Operate with integrity - We have a bias for action and we communicate both internally and externally with candor, empathy, and authenticity. 
How we embody this value:
-We first seek to understand and then take thoughtful action
-We are committed to fostering inclusivity and belonging for all employees
-We’re accountable for our work and responsive to issues impacting colleagues and customers
 
Learn and grow together - We work as a team, we celebrate wins, and we have fun together as we strive for professional and personal growth.
How we embody this value:
-We’re curious and cognizant of emerging tools, trends, and new ways of looking at old problems
-We’re purposeful about supporting and connecting with other teams across the company
-We invest in personal wellness & professional development and we believe in aligning personal and professional passions 
 
The Process:
 
We have a transparent and streamlined hiring process that can typically be completed in one to two weeks: 
·       Phone screen
·       3 additional video chat interviews (on occasion there may be opportunities for in-person interviews)
·       Offer
 
Benefits of joining the Tackle Team:
 
Full-time employees currently enjoy these amazing benefits:
 
·       Work remotely
·       Competitive Salary
·       Health, Dental and Vision Coverage
·       Company off-site Summits
·       Monthly Wellness Reimbursement
·       Internet and Phone Reimbursement
·       $500 Home ergo/office set up
·       Generous Vacation Plan
·       401k
·       Technology tools to do your best work
·       Company Surprises and Swag
·       Awesome Co-workers
 
We are a welcoming and diverse team with a wide range of backgrounds and experiences.  We were born and built remote and welcome others who believe remote companies are the way companies will be built into the future. At this time, we can only accept applicants who reside within the United States.
 
Tackle.io is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.