Our Story $0 to $12 million ARR in 2.5 years with 6 people and zero funding. And we’re not done yet - now at $25 million ARR with 40 people, we’re looking for energetic technical account professionals to help facilitate our growing B2B business. We are actively seeking a Technical Account Specialist to join our RB2B support team, tasked with delivering exceptional technical support and ensuring user success. This role is a blend of technical support and account management, where you will interact with clients at every stage of their journey—from onboarding to support to billing inquiries and retention. You’ll be responsible for addressing and solving technical issues, proactively assisting users, and liaising with stakeholders on ongoing support actions. Your expertise in web development, including proficiency in HTML and JavaScript, will be key for diagnosing and resolving script-related problems, enhancing our service quality and reliability. In addition to technical expertise, we are looking for someone with experience in Salesforce, HubSpot, and other CRMs, as well as an understanding of the B2B sales process and APIs. This role requires excellent interpersonal skills combined with a solid technical understanding to provide seamless customer-facing support while managing various aspects of our client accounts. The responsibilities: Collaborate closely with the RB2B support team to address and resolve technical inquiries and issues efficiently. Manage customer accounts, ensuring smooth onboarding, seamless implementation, and ongoing support. Assist RB2B users experiencing technical challenges, offering timely and effective solutions to ensure their satisfaction and success. Maintain regular communication with key stakeholders, updating them on issue resolution progress and any significant trends or patterns identified during proactive support activities. Troubleshoot and address script installation and verification issues, ensuring optimal functionality and user experience. Provide guidance on API integration, ensuring users can leverage all available functionality effectively. Work closely with sales and retention teams to address billing inquiries and manage customer retention for accounts considering cancellation. Conduct thorough diagnostics of script-related errors and compatibility issues, providing actionable feedback to enhance script reliability and performance. Work collaboratively across teams to refine and optimize support processes and procedures, contributing to the continuous improvement of our support services. We want to work with you if you have: Bachelor’s degree or diploma in Web Development, Computer Science, or a related field. Minimum of 3 years of experience in technical support, account management, or web development, with a proven track record of resolving complex technical issues. Proficiency in HTML, JavaScript, and web development best practices (preferred). Experience with using Salesforce, HubSpot, and other CRMs. Understanding of the B2B sales process and how it aligns with customer support. Solid understanding of APIs and how they integrate into business systems. Strong analytical and problem-solving skills, with the ability to approach challenges methodically and strategically. Excellent interpersonal and communication skills, with the capability to collaborate effectively with team members and stakeholders at all levels. Self-motivated and eager to learn, with a strong commitment to personal and professional growth. Data-driven decision-making approach, with excellent analytical skills. A customer-centric mindset, prioritizing user satisfaction and value delivery. Preferred Skills: Experience with popular website content management systems (e.g., WordPress, Webflow, SquareSpace). Familiarity with web security protocols and best practices. Strong proclivity for process documentation. A passion for customer success and account management. The Perks: 100% remote work environment CAD 75k to 85k base salary Health and wellness stipend Solid work-life balance with a flexible time off policy Potential for professional advancement as Retention.com grows An energetic, collaborative team If you would like to be considered for this role, please email a cover letter, with the subject line "Cover Letter - Technical Account Specialist - [Your Name]", to recruitingretention.com. For further information, check out www.retention.com and www.rb2b.com Retention.com is an equal opportunity employer and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability, or any other characteristic protected by law.