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1Password is hiring an
Account Specialist



: Other


: USA, Canada
5 months ago
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We all have important information we need to manage, and protecting it should be easy. Over 100,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.
The Account Specialist is a crucial part of our sales cycle, responsible for ensuring the success and satisfaction of our high-volume, compact transaction customers. This position plays a vital role in articulating the value of 1Password to customers and prospects, assisting, and maintaining strong relationships with our inbound clients and matching our product with the customers needs. This role helps with triaging inbound emails, and to help drive value for our customers and provide best practice guidance on using the platform, ultimately leading to expanding our customer base. This role requires a proactive and customer-focused individual with a passion for technology and a commitment to delivering world-class customer experiences.
This is a remote opportunity within Canada and the US.

What we’re looking for

  • 1+ years in a Sales, Account management, Customer success, or related role preferably in a SaaS environment
  • Strong communication skills with a demonstrated ability to articulate complex technical terms in a digestible way
  • Demonstrated experience handling a high volume of inbound customer inquiries through various channels (e.g, phone, email, and chat)
  • Strong organizational skills with a proven ability to manage multiple priorities simultaneously, ensuring Customer issues are resolved in a timely manner
  • Strong interpersonal skills with a demonstrated ability in building and maintaining customer relationships
  • Preferred: Experience with 1Password or other password managers
  • Preferred: Experience with Gainsight, Salesforce, etc. or related

What you can expect

Customer Engagement

  • Qualify leads, comprehend business requirements, and manage the entire deal cycle from discovery through close, including organizing demos, providing proposals, and ensuring successful onboarding with internal teams and available resources.
  • Collaborate in the development and deployment of automated messaging initiatives at scale. Work closely with leadership and operational teams to pinpoint target audiences and execute one-to-many outreach strategies aimed at achieving success-related metrics.
  • Coordinate regular themed customer office hours to offer personalized, one-to-many support for frequently asked questions and common scenarios, specifically tailored for smaller revenue customers.
  • Assist in orchestrating and consistently executing live, success-focused webinars for customers on a large scale. Collaborate closely with our Solutions Enablement team and Marketing Resource to maintain a unified customer experience across our webinar series, while also exploring possibilities for introducing new, targeted webinar content.
  • Contribute to building an effective and ongoing customer newsletter cadence for product and community updates, providing platform tips on a scalable and quarterly basis.
  • Action defined playbooks related to customer risk and opportunity, proactively engaging with customers to mitigate churn and identify growth opportunities.

Inbound Customer Success Support

  • Respond to inbound customer requests, prioritizing customer experience, and providing email and call support at scale to help customers identify and achieve their security goals with 1Password.

Renewals and Billing

  • Support customers through the automated renewal process, negotiating when necessary to ensure contract adjustments that align with growth and retention goals.
  • Assist sales-assisted and self-serve customers with inquiries related to invoices, and make adjustments to billing details as needed.
  • Outreach for outstanding invoice payments, mitigating potential account churn.
  • Collaborate with our internal Partnerships team to support in processing reseller renewals in a timely manner, through both automated and manual processes.

Operational Efficiency

  • Identify common trends in customer engagement to create repeatable templates for efficient support at scale.
  • Collaborate with internal teams, coordinating customer questionnaire requirements and working cross-departmentally with our Solutions Enablement team to ensure the prompt fulfillment of vendor registrations, security questionnaires and legal cases.

Email Triage and Collaboration

  • Act as the first line of defense in triaging inbound emails, directing them to the correct teams or representatives to efficiently support customer inquiries at scale.
  • Collaborate cross-departmentally with our Support team to ensure effective handoffs and responses in line with our internal SLA requirements.
USA-based roles only: The Annual base salary for this role is between $60,000 USD and $81,000 USD and is commission eligible. The role is also eligible for immediate participation in 1Password’s benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
Canada-based roles only: The Annual base salary for this role is between $51,000 CAD and $69,000 CAD and is commission eligible. The role is also eligible for immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

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