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Customer Success & Support Specialist

Remote | Independent contractor

Join a small team where you’ll work directly with international customers and collaborate closely with the people building and growing the product. You’ll have opportunities to improve customer processes and develop broader customer success responsibilities as your expertise grows.

Job description

We are looking for a Customer Success & Support Specialist to help our international customers get started, prepare for their events, and use our platform successfully.

You’ll combine direct customer contact with hands-on account coordination: delivering onboarding and training, resolving support questions, monitoring activity, and following through on next steps.

Your responsibilities

  • Onboard customers, configure accounts, and deliver online product training.

  • Coordinate event preparation, check customer readiness, and follow up afterward.

  • Respond to support tickets, investigate issues, and coordinate resolutions with our technical team.

  • Monitor customer usage, event activity, and capture accuracy, following up where attention is needed.

  • Lead routine customer meetings, maintain accurate account records, and track agreed actions.

  • Communicate product updates and help customers apply relevant features and workflows.

  • Contribute to our customer community and help gather feedback, reviews, and success stories.

You’ll work closely with leadership on strategic account matters and with Product and Tech on customer issues and feedback.

Requirements

  • Experience in customer support, onboarding, customer success, or software implementation. B2B SaaS experience is strongly preferred.

  • Excellent spoken and written English, including the ability to independently lead customer meetings, deliver training, and write clear, professional communications.

  • Confidence learning software, configuring accounts, working with data, and troubleshooting problems.

  • Strong organization, attention to detail, and reliable follow-through.

  • Initiative and the ability to work autonomously, manage priorities, and recognize when to escalate.

  • Critical thinking and an interest in understanding customers’ business objectives.

  • A collaborative approach, openness to feedback, and composure under pressure.

Experience with HubSpot, Salesforce, Freshdesk, ClickUp, or event technology would be an advantage.

Location: Remote.

Engagement: Independent contractor, with full-time availability.

Working hours: Full-time availability, with a schedule agreed to provide overlap with our European team and US customer support coverage through 5:00 p.m. US Eastern Time (ET). A continuous or split schedule can be discussed.

Let’s get to know you.

 

Send us your CV and a short introduction in English telling us why this role interests you. You can apply using the form or email us at careers@momencio.com.

We’d also like to hear about a customer issue you owned. What happened, what did you do, and how did it turn out?

Keep it brief. We’re interested in your experience and how you approach the work.

Turn event leads into closed deals, with momencio

Thank you for your interest in momencio!

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momencio - AI Lead Enrichment

Overview

The AI Lead Enrichment is a proprietary service of momencio designed to simplify and enhance the
process of capturing and enriching lead information at any type of event.

By using momencio’s mobile or tablet app, you can use the device’s camera to take a clear picture of any form of identification, including, but not limited to, name tags/event badges/business cards. Our AI-driven service leverages OCR technology to identify any information captured and map any relevant data to a contact record. The contact record is then fed to our Lead Enrichment service, which creates a more complete contact record. The process provides exhibitors with the most accurate and up-to-date contact details available.

The Reality of Event Data Collection

In the dynamic environment of event floors, achieving perfect data accuracy can sometimes be challenging. Both traditional lead capture methods using event APIs and AI Lead Enrichment strive for
high accuracy, but various factors can impact the data collected:

  • Personal Email Usage: Some attendees register with personal email addresses.
  • Name Misspellings: Minor errors can occur during registration.
  • Generic Email Addresses: Use of addresses like marketing@domain.com.
  • Broad Registration Categories: Attendees might register under general titles (e.g., Biomedical
    Student).
  • Complex Company Structures: Companies with multiple sub-companies can complicate data
    accuracy.

     

AI Lead Enrichment is specifically designed to manage these scenarios, continually learning and
adapting to improve its accuracy.

Advanced Services for Lead Enrichment

AI Lead Enrichment leverages a suite of advanced tools and services to ensure the highest quality data retrieval:

  • Machine Learning: Continuously improves the accuracy of lead data.
  • AI (Artificial Intelligence): Enhances basic information with additional details.
  • Data Enrichment: Adds valuable contact details to enhance lead profiles.
  • LinkedIn Services: Provides up-to-date professional profiles.

Our Commitment to Excellence

AI Lead Enrichment excels in providing accurate data, yet certain edge cases may present challenges. These include:

  • Private LinkedIn Profiles: Some professional details might be inaccessible.
  • Personal Email Addresses: When registrants use personal rather than business emails.
  • Small-Scale Businesses: Limited online presence can affect data richness.
  • Self-Employed Individuals: Lack of company affiliation might limit available data.
  • Event Staff Contacts: Scanned badges may occasionally belong to event staff.
  • Extensive Sub-Company Networks: Complexity in identifying the correct entity.
  • Security-Sensitive Industries: Industries like military or government may have restricted
    information.


Despite these potential challenges, AI Lead Enrichment strives to provide the best possible data,
ensuring valuable insights for effective follow-ups.

How AI Lead Enrichment Enhances Your Event Strategy

  1. Data Capture: Seamlessly capture attendee information such as first name, last name, and
    company name.
  2. Data Enrichment: Utilize AI to enhance this basic information with additional details like
    business email and LinkedIn profile.
  3. Immediate Engagement: Send personalized follow-up emails and provide links to personalized
    microsites to maintain engagement.

     

momencio’s AI Lead Enrichment innovative technology ensures high data accuracy and enrichment, significantly improving your follow-up strategies and boosting overall event ROI.

By operating independently of event-specific APIs, ULC offers versatility across various events while enhancing your lead capture and engagement efforts.

Additional Information on Event APIs

Traditional event APIs play a crucial role in modern event management, facilitating tasks like attendee data collection and session tracking. However, there are common challenges associated with these APIs:

  • Data Delays: Delays in data delivery can affect timely decision-making.
  • Inconsistent Data Quality: Variability in data quality can undermine event analytics.
  • Misleading Event Data: Issues like duplicates can lead to inaccurate attendee estimates.
  • Limited Data Scope: Traditional APIs might miss crucial information that enhances attendee
    engagement and event ROI.

     

momencio’s AI Lead Enrichment overcomes these challenges by offering enriched data with high
accuracy, making it a versatile and cost-effective alternative to traditional event APIs.

How AI Lead Enrichment Works

  1. Data Capture: Captures attendee information, including first name, last name, and company
    name.
  2. Data Enrichment: Enhances basic information with additional details like business email and
    LinkedIn profile.
  3. Immediate Engagement: Sends personalized follow-up emails and links to personalized
    microsites for continued engagement.

By leveraging momencio’s AI Lead Enrichment, you can transform event interactions into meaningful business opportunities, ensuring every lead is accurately captured and effectively engaged

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