While we have had the Inbound motion successfully active for many years, this Outbound motion is a newer, high-impact team that we are actively growing. In our Outbound motion, you will often find yourself proactively reaching out to customers at key moments in their journey – from onboarding through retention. We want our customers to get the maximum value out of the Hover platform, and you drive that in a variety of ways, ranging from product demos to research conversations to onboarding planning as they learn and plan how to infuse Hover into their company workflow. The Inbound team works alongside you in a more classic Customer Support motion for when customers reach out and create tickets for specific issues, and your Outbound team is more proactively deployed to engage customers in moments where they may not have even realized they need something until we reach out.
You are responsible for driving cross-functional projects internally and synthesizing the voice of the customer for your colleagues. Regular duties include sharing product feedback and recommendations internally, driving research efforts to call down lists of customers and ask them about X to learn Y to inform future company plans, joining internal working groups and workshops to share your perspective on how the project will impact our small business and self-serve customer segments in particular, etc. In all of these responsibilities, you are expected to exercise independent judgment — diagnosing customer needs, designing outreach strategies, and recommending internal changes without relying on prescribed playbooks or scripts.
This team is extremely dynamic and things change every month as we learn and adapt. Your core competencies and core objectives stay the same, but our tactics, projects, motions, and focus areas are constantly evolving. One month you may find yourself trying to synthesize how a new product feature resonates with customers by leading product demonstration sessions tailored to each customer’s business context, and another month you may find yourself doing cold outbound calls and emails to customers identified as high churn risk to check in and try to learn why they aren’t thriving, what Hover needs to do differently to help businesses like theirs succeed, and suggesting changes to our tactics in response to your learnings.
Your skillset goes beyond simply being a good people-person on the phone, and you will be designing and implementing your own workflows and tactics regularly. You won’t always be handed a cookie cutter playbook or script, but rather you will need to figure it out on your own, iterate based on results, and share learnings back with the team. You will be responsible for using AI to streamline and automate your workflows, pull data, and generally find ways to be 10x effective at your work.
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Work with customers (especially small business customers who are self-serve, rather than buying contracts through our sales team) to help them thrive using the Hover platform, ranging from delivering product demos to strategizing their internal team rollout to gathering and distilling product feedback to share internally and influence our roadmaps
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Propose and then lead internal projects to improve the customer experience, ranging from internal tool adjustments to research efforts
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Be an expert of our small business / self service customer personas, their business needs, what they care about, etc. You will spend the majority of your time talking to Contractors and Insurance Adjusters who are using Hover in their daily work.
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Be an expert of our product and platform, running demos end to end and knowing all of the tips and tricks to help customers understand our nuanced offerings and get the most value
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Actively listen and synthesize customer feedback and issues so that you can guide them towards resolution, investigate internally what is happening, and ultimately advocate for improvements internally with Product and other teams
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Leverage AI tools and automation to help streamline workflows, improve documentation, and identify opportunities to make customer guidance and outreach more efficient.