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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer portfolios within a SaaS/B2B environment, focusing on customer success, retention, and effective platform usage. Proficient in technical troubleshooting and providing comprehensive support for onboarding and implementation processes.
Highest-signal resume keywords
Customer Support ExperienceCustomer Success ManagementTechnical AptitudeOnboarding SupportRelationship Building
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Platform SupportImplementation GuidanceReportingTicketingConfigurationQA TestingBilling SupportData ReconciliationIssue InvestigationWorkflow Automation
Soft Skills
EmpathyCommercial AwarenessResponsivenessOperational EffectivenessCommunication
Tools & Technologies
Easol PlatformSaaS SolutionsAI Tools
Industry Keywords
B2B EnvironmentCustomer RetentionCustomer ExperiencePortfolio ManagementBest Practices
About the role
Key responsibilities & impact- Own a defined portfolio of Easol creators as their primary point of contact, accountable for experience, success and retention
- Own implementations for creators below $15k, guiding setup, configuration and launch
- Provide day-to-day platform support for bookings, product setup, ticketing, websites, reporting and other platform areas
- Guide creators on effective platform usage through feature guidance, setup recommendations and best-practice advice
- Identify retention risks, understand cancellation reasons and proactively prevent avoidable churn
- Investigate complex issues, reproduce bugs and coordinate escalations with Product and Engineering
- Support launches and key trading moments, including site and booking-journey QA, package and accommodation setup, and pre-launch readiness
- Provide finance and billing support for payout queries, statements, reconciliation, invoices, subscriptions and refunds
- Build trusted creator relationships using empathy, commercial awareness and platform expertise
- Identify portfolio opportunities and risks and surface insights to Customer Success
- Maintain expertise in Easol platform releases, functionality and changes
- Collaborate with Customer Success Managers and Event Operations
- Share recurring creator feedback and friction with Product, Engineering and Customer Success
- Deliver against Customer Success and Support KPIs
- Improve tooling, adopt AI and automate repetitive workflows to increase efficiency and scalability
Requirements
What you’ll need- Experience in Customer Support, Customer Success or Professional Services within a SaaS/B2B environment
- Comfortable owning a portfolio/book of customers and being accountable for their experience and retention
- Strong customer-facing skills with the ability to build relationships while remaining highly responsive and operationally effective
- Strong technical aptitude and the ability to investigate complex platform issues and translate technical information clearly for customers
- Experience supporting customer onboarding or implementation would be highly valuable
Benefits
Comp & perks- Fixed-term maternity cover position running from January 2027 to March 2028, with potential for extension