ABOUT CUSTOMER SUCCESS SPECIALIST
The individual will be responsible for providing a combination of account management, consulting, frontline customer and technical support, and project management. You will be working directly with clients to provide friendly, accurate, helpful, and timely assistance to ensure they succeed throughout and beyond the setup process.
WHAT YOU’LL BE DOING
Provide frontline technical support to customers from North America, Europe, Australia and Asia. This will predominantly be through email, but occasionally by phone.
Onboard and train new customers, and help them become proficient in using our software. A typical onboard takes 6-8 weeks to complete and you will manage multiple on-boards concurrently.
Liaise between sales and development to ensure a smooth onboarding process.
Lead customer webinars to demonstrate product features and answer questions.
Manage projects - there are lots of moving parts to manage with website development, application configuration and data import, plus training the clients on how to use our software.
Investigate, document and diagnose customer issues to determine root cause, and escalate them as required. Over time you’ll increasingly solve many of these issues on your own.
Provide updates to customers about improvements and best practices through a variety of channels (newsletter, automated emails, in-app notifications).
Help extend the automated test suite to cover new features and improve existing coverage, working with our QA lead to develop automated tests.
Look for ways to improve the onboarding and overall client experience.
Assist in the development of help content including FAQ's, tutorials, and webinars.
Give customers a voice and help advocate for their needs internally.
Customer Obsessed. You have a friendly, outgoing personality and focus on delighting customers at every turn. You also understand how to build and maintain relationships.
Good Communicator. You’re a gifted communicator, both verbally and in writing. You possess strong emotional intelligence (EQ) and can handle all types of customer interactions. Most importantly, you’re able to communicate technical things to non-technical people (our customers).
Technical Aptitude. You have a technical aptitude either through education, work experience, or a combination of both. Ideally, you have experience troubleshooting web applications and you’re driven to solve problems and resolve issues even when the answer isn’t easily available or a creative solution is required.
Great Attitude. You are willing to roll up your sleeves and do what needs to be done. This isn’t a ‘that’s not my job’ or ‘I don’t know how to do that’ environment. Onboarding and technical support involve a lot of different tasks and require you to be creative, think on your feet, and find solutions to best meet client needs.
Gets Things Done. You have to be organized and keep things moving forward. We expect you to quickly get up to speed on our technology and add value. You will have competing priorities, but you’re great at just getting stuff done.
Self-Directed. You’re resourceful enough to figure things out and deliver results with minimal direction.
Hustle. You like a fast-paced environment and possess a strong desire to just get things done.
Respectful Professional. You treat colleagues with professionalism and value a respectful workplace.
Desire to Learn and Grow. You’re a lifelong learner eager to take on new challenges and grow.
NICE TO HAVE
Some experience working with a Content Management System (CMS) (eg. Wordpress, Squarespace, Wix).
Experience using tools such as Zendesk, JIRA, and Confluence.
Familiarity with payment gateways (Paypal, Stripe, Bambora, Authorize.net).
Some knowledge of web technology, including general knowledge of how web pages, browsers, and servers work under the hood (HTTP, HTML, AJAX/JSON, etc).
Experience with Python, and/or Bash shell, especially in the areas of automation, tests, and tools.
Connect with employer:
SilkStart is a leading provider of association management software. We offer competitive salaries, full benefits, and opportunities for advancement. We also offer autonomy in a respectful ...