• Responsible for fielding incoming customer requests and questions, via email, tickets, and calls and follow up on all actions agreed with the customer promptly
• Effectively manage customer inquiries that are outside of team scope, ensuring properly routed to the right team and issues are addressed in a timely manner, ultimately owning customer interaction and resolution.
• Proactively schedules quarterly check-ins with an assigned group of customers, conducting client meetings to communicate best practices, successes and data results.
• Proactive outreach at scale – help produce and execute a proactive communication plan to customers with “reasons to call” topics that represent specific trends, new/changing requirements, promote new features or address recurring challenges to ensure the outreach is meaningful and customers derive value.
• Proactive outreach relevance - works to understand how our products best support customers depending on their organizational structure, business model and email and data goals to provide quick and efficient guidance and recommendations to effectively use the Validity tools and solutions at scale.
• Understand and demo new product releases/features to customers and provide customers with metrics to showcase value over time
• Ensure stickiness by ensuring the product is used to its fullest capacity and new use cases are identified
• Work closely with Sales, Support, Marketing, Product, and Executive teams as the internal champion for customers

• 1-2 years in a customer service/support role, managing customer inquiries in a fast-paced environment with large software customer base. Excellent communication skills and presentation skills
• Sales acumen to work closely with account executives to support upsell efforts
• Ability to conduct business analysis and ask questions that reveal answers on how to adapt offerings to meet customer needs
• Be self-motivated and success-driven
• Ability to quickly build rapport and build strong and productive working relationships
• Project management experience to manage post-sale implementations, create and execute post-sale meeting cadence with customers to monitor rollout success, help set customer expectations, report on issues, and help mitigate risks in implementations
• Thrive in a fast-paced environment

• Bachelor’s degree or equivalent years of relevant experience
• Email Deliverability experience a plus
• Salesforce configuration or technical background a plus

About Validity

For over 20 years, tens of thousands of organizations across the world have relied on Validity solutions to target, contact, engage, and retain customers – using trustworthy data as a key advantage. Validity’s flagship products – Everest, DemandTools, BriteVerify, and GridBuddy Connect – are all highly rated, #1 solutions for sales and marketing professionals. These solutions deliver smarter email campaigns, more qualified leads, more productive sales, and ultimately faster growth.

Validity is a truly unique company - massive revenue growth, top-tier investors, 5-star product ratings, proven ability to acquire and integrate top tech companies and welcome them into the Validity family, a winning culture, and a work environment that fosters hard work, trust, and fun.

Headquartered in Boston, Validity has offices in Tampa, Denver, London, Sao Paulo, and Sydney. For more information, connect with us on LinkedIn, Instagram, and Twitter.

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Validity is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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