Customer Support Specialist

About Zone & Co

Zone & Co is a leading SaaS company committed to freeing finance teams from the limitations of clunky, disparate systems and manual processes. Our rapidly growing portfolio of solutions is built on the Oracle NetSuite platform (the leading cloud-based ERP software platform) and offers advanced automation and integration solutions to a wide spectrum of business-critical functions, including complex billing & revenue recognition, to off-the-shelf advanced reporting, Payroll, AP automation, payments, reconciliations, approvals and more. 

Zone helps over 3,000 companies worldwide work smarter, faster, and more securely, whilst maximizing platform value. We do this with a growing innovation-minded team of over two hundred folks, based across North America, Europe, and Asia Pacific. 

Our journey has only just begun and we are excited to welcome talented individuals looking to grow alongside us. If this sounds interesting to you, we’d love to hear from you!

Learn more at www.zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco.

About the Role: 

We are seeking an experienced Customer Support Specialist to join our Professional Services team! In this role, you will ensure customers maximize the value of our Excel-based financial reporting tool. As the primary point of contact for a portfolio of accounts, you'll drive product adoption, enhance customer satisfaction, and contribute to retention efforts. We seek a tech-savvy, customer-oriented individual who thrives in a flexible, global environment.

Responsibilities:

• Develop and maintain strong relationships with customers throughout their lifecycle.
• Onboard new customers and conduct product training sessions.
• Proactively engage with customers to understand their goals and challenges.
• Provide expert guidance on product usage.
• Monitor customer health metrics and take action to mitigate risks.
• Identify and drive upsell/cross-sell opportunities within your portfolio.
• Collaborate with sales, product, and development teams to advocate for customer needs.
• Manage and resolve customer issues, escalating when necessary.
• Contribute to the development of customer success strategies and processes.

Requirements

• Bachelor's degree with technical aptitude

• Proven experience in customer success, account management, or similar role, preferably in SaaS
• Strong problem-solving and analytical skills
• Strong proficiency in Excel and aptitude for learning new technologies=
• Excellent communication and presentation skills
• Flexibility to occasionally work outside standard business hours to support global customers
• Experience working with CRM systems (e.g., Salesforce)
• Ability to understand financial concepts
• Knowledge of financial reporting and accounting systems
• Experience with data analysis and visualization tools
• Familiarity with project management methodologies

Benefits

At Zone, our benefits are designed to enrich your life beyond the workplace. Recognizing that work is just a fraction of your overall life experience, we are dedicated to providing robust support. As a fully remote company, we prioritize flexibility and balance. Explore our comprehensive list of benefits at Zoneandco.com.

Zone and Co is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

We strongly encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and we’re eager to further diversify our company. Zone & Co is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career.