Corey JamesThe story
A customer's card fails at 2 a.m. The agent wakes on the failure, reads the customer's history and decides how much the account matters. A small account gets an email and a fresh payment link. A loyal one gets a text, a retention offer and a task on the account owner's list. On Friday the owner gets one number: how much revenue came back.
The crew
The specialists behind this role, grouped by the kind of work they do.
Does the work
- Coupon Drop ManagerIt creates a coupon collection for a promotion, loads the codes, sends them in an email or text campaign, and tracks the orders and revenue the coupon brought in.Also serves The Launch Manager, The Shop Manager
- Revenue ReporterIt answers revenue questions with figures: sales by period, subscriptions, charges and disputes.Also serves The Morning Brief, The Week in Review, The Launch Manager, The Accounts Office
- Payment Request CollectorIt sends a client a payment request with a reference and amount, turns on automatic reminders, checks whether it was paid, and withdraws requests that are no longer due.Also serves The Accounts Office
- Subscription Retention AgentIt moves the customer to the right list, sends a retention or farewell message, and flags valuable cancellations for a person to call.Also serves The Customer Success Manager
- Payment Recovery AgentIt sends the buyer a fresh payment link with a short note, watches for the payment, and tells the team whether the sale was recovered.Also serves The Accounts Office
- Customer Lifecycle AgentIt welcomes new buyers, follows their engagement, recovers failed payments, and works to keep subscribers who move to cancel.Also serves The Customer Success Manager
Speaks to people
- Sales Follow-up AssistantIt makes sure every conversation has a next step: it creates follow-up tasks with due dates, writes notes on deals, contacts and companies, and keeps the related files.Also serves The Lead Catcher
- Text Message DispatcherIt sends one-off text messages such as delivery and appointment notices from templates, and reports what was delivered.Also serves The Launch Manager, The Message Centre
- Invoice ChaserWhen a payment fails or an invoice goes unpaid it tells the customer with a fresh payment link, reminds them once, and opens a follow-up task for a person.Also serves The Accounts Office
- Abandoned Checkout Follow-upIt finds checkouts that were started but never paid, looks up the customer, and sends one reminder with a fresh payment link.Also serves The Shop Manager
Where this crew also works
Routes
Routes this role works in. Its place in each one is filled in.