Tasks
About This Team
The Client Success team at Aurora is the backbone of our client relationships, ensuring seamless use of our proprietary Vantage platform. Account Executives work closely with multi-million dollar brands, guiding them through account requests, wallet funding, and account top-ups while managing client relationships. This role bridges client needs with our Account Operations team, ensuring smooth platform utilization and maintaining Aurora's reputation for excellence in advertising infrastructure services.
Your Responsibilities
- Client Platform Support: Guide clients through Vantage platform features including account requests, wallet funding, and account top-ups to ensure smooth operations
- Request Management: Process and facilitate client requests for advertising accounts across Meta, TikTok, Google, Snapchat, and other platforms through the Vantage system
- Revenue Growth: Drive client spend growth through proactive issue identification, recommending relevant service offerings, and ensuring clients maximize their advertising potential
- Portfolio Development: Actively prospect new clients and re-engage churned accounts to expand your portfolio, directly impacting your performance bonuses and career growth
- Issue Resolution: Troubleshoot platform issues and escalate complex cases to the Account Operations team when necessary
- Client Communication: Maintain proactive communication with clients across written channels and occasional calls to ensure satisfaction and timely request fulfillment
- Process Excellence: Maintain high client satisfaction scores and fast response times while facilitating smooth request workflows through proper guidance and timely escalations
- Multilingual Support: Leverage your language skills to support international clients navigating the Vantage platform
Who You Are
We're looking for a dynamic professional who combines exceptional communication skills with a passion for client success. You thrive in fast-paced environments, excel at building relationships, and have a natural ability to solve problems while maintaining a positive, solution-oriented approach.
Minimum Requirements
- Language Proficiency: Professional working proficiency in English (B2 level), full professional proficiency in Russian (C1 level), and full professional proficiency in Ukrainian (C1 level)
- Experience: 2+ years in customer service, account management, or client support roles (SaaS platform support experience is a plus)
- Communication Excellence: Outstanding written communication skills with proven ability to guide clients through technical processes
- Technical Aptitude: Quick learner comfortable with software platforms and ability to train clients on platform features
- Problem-Solving: Strong troubleshooting skills with ability to identify when issues require escalation
- Financial Acumen: Comfort with digital payment systems and transaction management
- Availability: Able to work 9:30 AM - 6:00 PM GMT+3
- Attention to Detail: High accuracy in processing client requests and managing multiple tasks simultaneously
- This position requires the ability to travel internationally for conferences and industry events. Candidates must have valid travel documentation and no legal restrictions preventing international travel. The company will cover all visa costs (where applicable), travel expenses, and accommodation for business-related trips.
- Experience with SaaS platforms or digital wallet systems
- Background in technical support or platform onboarding roles
- Prior experience with advertising platforms (Meta, Google, TikTok, Snapchat, or similar)
- Familiarity with e-commerce or affiliate marketing verticals
- Experience collaborating with operations teams in escalation workflows
At Aurora, we are proud to be a fully remote team with talented members working across the globe. We believe in the power of flexibility while fostering a highly collaborative environment.
Compensation & Rewards
- Competitive Base Salary: Commensurate with experience and location
- Guaranteed Performance Bonus: After successful completion of initial training period, eligible for guaranteed bonuses based on client pool revenue
- KPI-Based Incentives: Additional bonuses for achieving transparent, data-driven performance metrics
- Growth Opportunities: Clear career progression path within our rapidly expanding organization
- Remote-First Culture: Work from anywhere while collaborating with a global team
- Travel Opportunities: Merit-based selection for top-performing Account Executives to attend industry conferences with fully covered travel and accommodation in exciting international destinations
- Professional Development: Access to Aurora's internal learning platform and industry resources
- Innovation-Driven: Work with cutting-edge proprietary technology (Vantage platform)
- Impact: Direct influence on multi-million dollar client accounts and company growthDynamic Team: Join a founder-led company on a rapid growth trajectory
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