{"@context":"https://schema.org","@type":"JobPosting","directApply":"https://schema.org/False","title":"Member Success Specialist","description":"

About Axial

Axial is the online M&A platform for buyers and sellers of SMBs (small to medium-sized businesses). Our mission is to unleash the potential of private capital markets for the benefit of all entrepreneurs. To pursue this mission, we have built a pioneering digital transaction marketplace that radically improves the speed, confidentiality and success rates of small business M&A transactions. In 2022, over 9,900 SMBs pursued M&A via the platform, leading to over 600,000 connections.

What will you be doing?

The go-to-market (GTM) team is Axial’s sales and customer success organization, focused on winning new business and growing our existing relationships across the “sell-side” (investment banks, M&A advisors, business brokers, and business owners) and “buy-side” (private equity, family offices, corporate development, independent private equity sponsors & search funds).

The team comprises sales and customer success professionals responsible for their patch of prospective and/or existing accounts..

As a Member Success Specialist, your main objective on the GTM team is to deliver top-of-the-line customer support to our members for various needs related to Axial’s products and services. You will earn our members’ trust and bolster Axial’s reputation for excellence in customer service. Each interaction that members have with Axial should be held to the highest standards, resulting in a positive resolution for all inquiries and needs. The Member Success Specialist will also be responsible for proactive outreach to Axial members whose usage of the platform is waning or from whom we require additional information.

The path to individual outperformance in this role is unlocked by mastering the ins and outs of Axial’s product and the talk tracks that let you effectively communicate our value proposition with members. You will be actively trained, developed, and coached in these areas.

Responsibilities:

Deliver on a number of customer support responsibilities, including but not limited to:
- Help requests via phone and email
  - 30+ connected calls a week; promptly responding to member inbound requests via email; closing out cases in Salesforce; launching email campaigns to improve our Member’s usage of the Axial platform
- Reporting common product and service complaints to the appropriate owners
- Managing deal approvals and deal submissions
- Salesforce admin processing
- Proactive member outreach to drive improved platform usage
The bulk of your time will be spent interacting with members via phone and email as well as processing member requests in Salesforce, in the application, and via email.
The remainder of your time will be attending and participating in regular internal meetings and owning ad-hoc member support-related tasks as they arise.

Qualifications:

1-3 years of customer support experience
1-3 years experience speaking directly with customers over email and on the phone (both phone and Zoom video conferencing)
Excellent English language written and verbal communication skills
Strong interpersonal skills
Highly responsive and organized
Tech savvy, detail-oriented, and flexible
Positive and professional work attitude
Loves connecting with people and has a solid track record of strong relationships
Prior experience utilizing Salesforce is a nice-to-have, not a requirement
Must be able to work East Coast hours (M-F, 8:30am - 5:30pm)

Working at Axial:

Axial GTM employees work Eastern Time (NYC) hours and work both from the office and from home. The team is based in New York (HQ), Puerto Rico, and Texas and works in the office three days a week. When working from home, every team member must have reliable high-speed internet connectivity. We have a comfortable and fully functional office in Manhattan on 30th and Park and have access to flexible office space in Puerto Rico. Employees based outside of New York travel to New York during the year for company-wide in-office work weeks (3 - 4 times a year).

Axial Values:

Expect and Deliver Excellence - you do high-quality work consistently, and you expect it from your colleagues as well
Be an Owner - you have the personal maturity and accountability to take ownership for your work, to operate with transparency, and to focus on delivering results
Obsess over Member Trust - you work in a way that helps Axial consistently earn, grow and keep member trust
Communication Matters - you deliberately focus on being an excellent communicator and collaborator with your teammates and with members
Invent and Simplify - you are creative and curious, always looking for better ways to materially improve the quality and scalability of the member experience

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