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Form of work We all have important information we need to manage, and protecting it should be easy. Over 100,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.
The Account Specialist is a crucial part of our sales cycle, responsible for ensuring the success and satisfaction of our high-volume, compact transaction customers. This position plays a vital role in articulating the value of 1Password to customers and prospects, assisting, and maintaining strong relationships with our inbound clients and matching our product with the customers needs. This role helps with triaging inbound emails, and to help drive value for our customers and provide best practice guidance on using the platform, ultimately leading to expanding our customer base. This role requires a proactive and customer-focused individual with a passion for technology and a commitment to delivering world-class customer experiences.
This is a remote opportunity within Canada and the US.
What we're looking for:
- 1+ years in a Sales, Account management, Customer success, or related role preferably in a SaaS environment
- Strong communication skills with a demonstrated ability to articulate complex technical terms in a digestible way
- Demonstrated experience handling a high volume of inbound customer inquiries through various channels (e.g, phone, email, and chat)
- Strong organizational skills with a proven ability to manage multiple priorities simultaneously, ensuring Customer issues are resolved in a timely manner
- Strong interpersonal skills with a demonstrated ability in building and maintaining customer relationships
- Preferred: Experience with 1Password or other password managers
- Preferred: Experience with Gainsight, Salesforce, etc. or related
What you can expect:
- Customer Engagement:
- Qualify leads, comprehend business requirements, and manage the entire deal cycle from discovery through close, including organizing demos, providing proposals, and ensuring successful onboarding with internal teams and available resources.
- Collaborate in the development and deployment of automated messaging initiatives at scale. Work closely with leadership and operational teams to pinpoint target audiences and execute one-to-many outreach strategies aimed at achieving success-related metrics.
- Coordinate regular themed customer office hours to offer personalized, one-to-many support for frequently asked questions and common scenarios, specifically tailored for smaller revenue customers.
- Assist in orchestrating and consistently executing live, success-focused webinars for customers on a large scale. Collaborate closely with our Solutions Enablement team and Marketing Resource to maintain a unified customer experience across our webinar series, while also exploring possibilities for introducing new, targeted webinar content.
- Contribute to building an effective and ongoing customer newsletter cadence for product and community updates, providing platform tips on a scalable and quarterly basis.
- Action defined playbooks related to customer risk and opportunity, proactively engaging with customers to mitigate churn and identify growth opportunities.
- Inbound Customer Success Support:
- Respond to inbound customer requests, prioritizing customer experience, and providing email and call support at scale to help customers identify and achieve their security goals with 1Password.
- Renewals and Billing:
- Support customers through the automated renewal process, negotiating when necessary to ensure contract adjustments that align with growth and retention goals.
- Assist sales-assisted and self-serve customers with inquiries related to invoices, and make adjustments to billing details as needed.
- Outreach for outstanding invoice payments, mitigating potential account churn.
- Collaborate with our internal Partnerships team to support in processing reseller renewals in a timely manner, through both automated and manual processes.
- Operational Efficiency:
- Identify common trends in customer engagement to create repeatable templates for efficient support at scale.
- Collaborate with internal teams, coordinating customer questionnaire requirements and working cross-departmentally with our Solutions Enablement team to ensure the prompt fulfillment of vendor registrations, security questionnaires and legal cases.
- Email Triage and Collaboration:
- Act as the first line of defense in triaging inbound emails, directing them to the correct teams or representatives to efficiently support customer inquiries at scale.
- Collaborate cross-departmentally with our Support team to ensure effective handoffs and responses in line with our internal SLA requirements.
USA-based roles only: The Annual base salary for this role is between $60,000 USD and $81,000 USD and is commission eligible. The role is also eligible for immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
Canada-based roles only: The Annual base salary for this role is between $51,000 CAD and $69,000 CAD and is commission eligible. The role is also eligible for immediate participation in 1Password's generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.
We believe in the power of remote work, but we also recognize that some in-person connection with team members and customers is important to help us achieve our mission. While we are a remote-first company, occasional travel for in-person engagement will be a part of this role. This may include but is not limited to bi-annual department-wide offsites, quarterly department meetings and periodic customer events. These events will typically be held in varying locations across Canada and the USA. In leadership roles, you can expect to travel once per month on average.
What we offer:
We believe in working hard, and resting hard. We're always looking for new ways to support our team members, but here's a glance at what we currently offer:
Health and wellbeing
> Maternity and parental leave top up programs
> Wellness spending account
> Generous PTO policy
> Company-wide wellness days off scheduled throughout the year
> Wellness Coach membership
> Comprehensive health coverage
Growth and future
> Employee stock option program for all full time employees
> Retirement matching program
> Training budget, 1Password University access, and learning sessions
> Free 1Password account (and friends and family discount!)
Flexibility and community
> Paid volunteer days
> Employee-led DEI&B programs and ERGs
> Fully remote environment
> Peer-to-peer recognition through Bonusly
You belong here.
1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.
Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we'll work to meet your needs.
Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this your Talent Partner would be happy to address them with you.
Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.
Candidate Privacy Notice
When you apply for a position, refer a candidate, or are being considered for a role at AgileBits, Inc. (dba 1Password, 1Password, we, us, or our), your information is stored in Lever, in accordance with Lever's Service Privacy Notice. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background.
Candidates may also optionally choose to self-identify their race/ethnicity, gender identity, sexual orientation, age, and disability. These answers will help us evaluate our diversity and belonging efforts. You do not have to answer these questions-your answers will not be linked to your name or job application, will not be visible to the hiring manager reviewing your application, and will in no way affect your job application. If you have any questions about the collection or use of this information, please contact [dpo@1password.com].
When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how we use or process your information, or if you would like to ask to access, correct, or delete your information, please contact our privacy team at [dpo@1password.com] or through 1Password Support.
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