Join the SurePoint Team

Business Development Representative

Cincinnati, Ohio • Remote

Job Summary

We currently have an exciting opportunity for a proven hunter for the role of Account Executive. In this role, you will radically improve law firm productivity with our financial and practice management software in the mid-market. You will work closely with prospective customers as a trusted advisor to deeply understand their unique company challenges and goals. You will consult with customers that will help them reach their business goals. You will contribute to our business growth in a fast-paced and collaborative atmosphere.  

What you’ll do

• Cold calls, prospecting, and conducting general market research are a critical and rigorous part of the regular activity routine thus ensuring that new prospects are being added to the pipeline on a consistent basis. You’ll have a hunger mentality.
• Move the sale through the sales process and assist in the transition to the professional services team
• Continually learn about new products and improving selling skills. The AE will participate in training activities throughout the year to hone their skills
• Manage all his/her respective sales activities (follow up, cold calls, lead qualification, etc.)
• Report on all sales activities through Salesforce
• Keep abreast of the company vision, product set, and services as well as the competitive landscape
• Stay well informed about current industry trends and be able to talk intelligently about the legal tech solutions industries
• Attend and participate in sales meetings, product seminars, and trade shows
• Prepare written presentations, reports and price quotations
• Manage sales pipeline while utilizing the sales methodology tools to do so. The AE will be responsible for a certain degree of forecast accuracy as it relates to his/her projections
• Effectively and efficiently employ company resources at appropriate stages in the sales cycle; matching level for level, to grow and advance the sale
• Develop positive relationships with other employees in Marketing, Operations, Finance, Technology and other departments as needed

The ideal candidate will have:

• Successful achievement of 500k+ quotas
• Ability to work, motivate, lead, and follow others within a team environment
• Strong demonstration and presentation skills. Must be able to confidently convey the company brand name and value in front of multi-person audiences
• Proven success prospecting (cold calling and web research), building a pipeline, moving opportunities through the sales cycle; proposing, presenting and discussing solutions with both manager level and C-level decision-makers
• Ability to craft a solution with appropriate products and services that meets business goals based on client discussions
• Ability to travel up to 25- 50% of the time (once Covid restrictions are lifted)

Minimum Qualifications

• Bachelors’ degree preferred
• 1-3 years solutions selling experience in a technology environment (legal tech experience is a plus)

SurePoint recognizes the importance of taking care of our most valuable assets - our employees. That’s why we not only offer a comprehensive total rewards package but also continuously evaluate our offerings to meet the evolving needs of our workforce.

Benefits Include:

• Affordable and Competitive Medical, Dental and Vision Insurance Plans
• 401(k) Plan with Match
• Flexible Paid Time-Off
• Paid maternity leave
• Life, Short-term and Long-term Disability Insurance
• Flexible Spending Accounts (FSA)
• Adoption Assistance Program
• Education Assistance Program
• Employee Assistance Program
• Learning & Development Courses through a self-paced online, virtual classroom
• MarketPlace – Discounts on goods and services, identity theft protection, pet health insurance, travel, electronics, gifts, household needs and more!

 Work-Life Balance & Culture

• Flexible Paid Time off including Holidays and Personal Days
• Company Sponsored Charity Events & Local Community Involvement

To learn more about SurePoint and our products, visit our corporate web site at www.surepoint.com and follow us on LinkedIn, Facebook and Twitter.

All employees must have the ability to document identity and employment eligibility within three (3) days of original appointment as a condition of employment in compliance with Immigration Reform and Control Act requirements.

************************************

SurePoint Technologies is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, or other legally protected status.

Director of Customer Support

Cincinnati, Ohio • Remote

Job Summary

We currently have an exciting opportunity for an experienced Director of Customer Support. In this role, you will manage, drive, and improve the client experience and the support team approach to working with our customers. The ideal candidate will have experience managing Customer Support teams, approaches problems analytically, and finds energy in constantly improving the customer experience. This role requires strong systems thinking, priority management, team member development, and relationship management skills.

What you’ll do

• Manage the client support team and align the KPIs to the overall strategic goals of the company.
• Evaluate the current customer experience for all touchpoints with the brand and customer and make recommendations for improvements
• Work with the management team to provide continuous improvement ideas for the client support team and help to scale the team with the expected growth projections
• Manage and Provide admin coverage within the Zendesk support system and work with our Zendesk Account Managers to provide ideas/potential solutions to help us scale.
• Build out and execute on providing direct management and oversight on the KPIs needed to run the client support team.
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
• Oversee customer issues and ensure effective and long-term problem resolution
• Provide feedback to the company regarding service failures or customer concerns
• Provide continuous training on Zendesk to the company and work with training team to build out Zendesk training sessions for our current and new client base.
• Develop staff through performance management, goal setting, training, and effective employee relations
• Demonstrate leadership qualities consistent with management values and mission

Minimum Qualifications

• Bachelor's degree from an accredited university, or equivalent experience
• 6+ years progressive experience scaling tiered Support, ideally within a fast-paced environment or SaaS organization
• Expert with Zendesk; comfortable building macros and working to optimize accountability and efficiency in serving clients. Ability to lead a company-wide rollout and employee training
• Excellent at strategic thinking & seeing the big picture; able to go deep into operational problems; able to understand problems, prioritize, develop solutions and execute them
• A true passion for ensuring a positive customer experience and leading teams to implement necessary changes
• Ability to manage change and thrive in a deadline-driven and time-sensitive environment
• Ability to use data and analysis to drive decision making
• Strong communication and interpersonal skills

SurePoint recognizes the importance of taking care of our most valuable assets - our employees. That’s why we not only offer a comprehensive total rewards package but also continuously evaluate our offerings to meet the evolving needs of our workforce.

Benefits Include:

• Affordable and Competitive Medical, Dental and Vision Insurance Plans
• 401(k) Plan with Match
• Flexible Paid Time-Off
• Paid maternity leave
• Life, Short-term and Long-term Disability Insurance
• Flexible Spending Accounts (FSA)
• Adoption Assistance Program
• Education Assistance Program
• Employee Assistance Program
• Learning & Development Courses through a self-paced online, virtual classroom
• MarketPlace – Discounts on goods and services, identity theft protection, pet health insurance, travel, electronics, gifts, household needs and more!

 Work-Life Balance & Culture

• Flexible Paid Time off including Holidays and Personal Days
• Company Sponsored Charity Events & Local Community Involvement

To learn more about SurePoint and our products, visit our corporate web site at www.surepoint.com and follow us on LinkedIn, Facebook and Twitter.

All employees must have the ability to document identity and employment eligibility within three (3) days of original appointment as a condition of employment in compliance with Immigration Reform and Control Act requirements.

************************************

SurePoint Technologies is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, or other legally protected status.