Arketa

Representative

• Own the full expansion cycle for Arketa's add-on products across the existing customer base, from opportunity identification through close
• Pioneer and sell the new Payroll product alongside branded app, website, marketing, phone, and other add-on products
• Partner with Customer Success to identify and prioritize accounts using product usage and account data
• Run tailored demos and ROI conversations tied to studio goals
• Meet and exceed expansion and upsell quota
• Maintain accurate pipeline management and expert-level forecasting in HubSpot
• Build the sales playbook, including messaging, objection handling, and best practices for new products
• Provide structured product feedback to Payroll and Product teams
• Use Claude to research accounts, personalize outreach, and accelerate deals
• Represent Arketa internally and externally
• Collaborate with Sales, Customer Success, Payroll, and Product teams

Upsell Representative

Customer Support

• Manage a team of CSRs and Senior CSRs
• Run weekly one-on-ones and own end-to-end performance management
• Coach team members by listening to partner interactions and providing actionable feedback
• Own queue health for the team's portion of the omni-channel queue
• Monitor TFR, TRES, ASA, and CSAT daily
• Adjust staffing and routing with the other Manager of Customer Care and Director
• Build career paths and identify high-potential teammates
• Partner with the Director and recruiting to hire CSRs and Senior CSRs
• Act as a culture ambassador for partner and employee experience
• Collaborate with Product, Engineering, and the broader CX organization to surface queue patterns and influence the partner experience
• Report to the Director of Customer Care

Upsell Representative

Customer Care Manager