The person we’re looking for will be technically savvy and a self-starter, someone who has an enthusiastic, positive attitude, excellent written and verbal communication skills, has strong attention to detail and above all, a dedicated work ethic. This individual must have a passion for customer satisfaction, be highly organized, have great energy and a drive to help build a successful product. Candidates must be able to work independently, apply excellent judgment based on experience and create solutions as needed for customers. This position will work closely with the sales, marketing and customer support teams.
Our hiring process incorporates video interviews. Candidates that are selected for further review will be required to submit video interview responses.
Responsibilities will include but are not limited to:
- -Customer Engagement: successfully develop and guide the delivery of programs designed to engage and deepen customer relationships.
-Marketing Automation: execute marketing communication campaigns and to optimize trial customer conversions, onboarding, product adoption, retention, and community engagement.
-Automated Training & Onboarding: design and implement a Learning Management System to automate product training and onboarding using in-app messaging, walk-throughs, and documentation. Manage, refine, and iterate this process on an ongoing basis.
-Customer Development: manage and optimize product documentation. Work with the sales, support, and product team to build and manage a repository of resources and best practices for customers.
-Customer Research and Analysis: guide the organization on how to make smart decisions and continually improve our customer experience through analysis and reporting.
You will help us solve key customer engagement challenges:
-How can we better understand the customer experience during the sales and onboarding processes? What opportunities are we missing out on to provide the best possible experience?
-What are the main opportunities and roadblocks in our customer life cycle? How will you help us identify what those are?
-How can we enhance our communication strategy to encourage customer engagement, adoption, and growth?
Requirements:
-Self-directed, but also excellent with collaboration: You are happy to work independently, but know when to ask for help. You know how to give, and receive, direct feedback. You are a team player and comfortable contributing to projects as well as open to leading projects. You deal well with ambiguity and realize it is an opportunity to test and experiment.
-Excellent communicator: You are able to clearly communicate your thoughts, especially in text based communication. You know when a conversation should be in chat, Skype, or face-to-face.
-Empathetic: You realize listening is just as important as speaking your mind. You assume good faith of your teammates when there is conflict and are curious about understanding their perspectives.
-Comfortable or open to working remotely: The majority of your team will be distributed and you’ll communicate via remote tools: email, chat, video conferencing, etc.
-Bachelor’s Degree or higher, preferably in Communications, Business, or Software and a minimum of 2 years relevant work experience (onboarding or customer training), preferably in the SaaS space
-2+ years of experience in a customer-facing role like sales, customer service, or customer success. Proven track record of investigating customer challenges and creating sustainable solutions.
-Experience working with multiple disciplines and departments to develop strategies and iterate on new marketing ideas. Experience working in the SaaS industry is preferred, but not required.
-Proficiency in HTML.
-A passion for delivering superior customer support
Location:
This is currently a virtual/telecommuting position, but it will require frequent visits to the Dallas or Denver office. We will give preference to candidates in either Denver or Dallas. We will evaluate candidates outside of Colorado and Texas on a case by case basis.
Compensation:
40-60k salary depending on experience.
If you are a quick learner, passionate about customer support and ready to be part of a successful team, apply today!
EmoticonEmoticon