Customer Success Associate
The mission of the Customer Success team is to help customers achieve success and derive meaningful value from their use of Shiftboard. We accomplish this by providing customers with timely and effective assistance during their initial onboarding and throughout their Shiftboard lifecycle. We act as customer advocates and focus on building long-term relationships with our clients. The Customer Success Associate will not only provide proactive outreach but will also communicate best practices and provide additional training to ensure customer's success. Additionally, the CSA will also help with Tier 1 support and manage any necessary escalations.
KEY RESPONSIBILITIES
- Demonstrate the value of Shiftboard to our customers every day by providing amazing customer support
- Build & strengthen customer relationships, including identifying upsell opportunities
- Manage incoming calls and emails and handle appropriate follow-up calls and emails
- Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
- Respond to a variety of technical and non-technical inquiries with a sense of urgency
- Have primary responsibility for managing and supporting a set of named accounts
QUALIFICATIONS
- A driven and passionate problem solver
- A multi-tasking hero
- Have exceptional verbal communication skills – with both customers and teammates
- Think quickly on your feet (figuratively – we’ll provide a chair)
- Are comfortable in sometimes ambiguous situations
- Have a bias towards finding solutions vs. shutting down ideas
- Are always prepared
- Enjoy making everyone feel heard and understood
- Are able to communicate technical concepts to non-technical people
WHAT WE OFFER
- Competitive Salary
- Ownership Opportunity: Employee Stock Option Program
- Healthcare: Medical/Dental/Vision Benefits
- 401(k)
- Commuter Perks: Choose Puget Sound Transit Pass (ORCA) or monthly subsidy
- Fast-paced, rapid career growth opportunity
ABOUT SHIFTBOARD
Shiftboard is defined by an insistence on providing an exceptional user experience and customer service results. All of our team members are charged with bringing creativity, logic, and intellectual rigor to their responsibilities in a never-ending quest to serve our customers. We have high expectations of each other and work as a team to build a platform we are all proud of. That mindset, along with our execution, has allowed Shiftboard to create a revolutionary product and grow into the profitable business it is today.