To our future Customer Success Manager:

At Density, we build one of the most advanced people sensing systems in the world. The product and infrastructure is nuanced and one-of-a-kind. Building this product for scale has been an exercise in patience, creativity, remarkable engineering, laser physics, global logistics, and grit. The team is thoughtful, driven, and world-class.

Importance of Customer Experience:

Our product is being deployed globally by some of the largest companies in the world. What these customers have in common is space. Collectively they own, operate, and occupy billions of square feet of corporate real estate. As our customers have found success with Density, unit deployments are growing, users are growing, and support needs are growing. We're finding that there are ways we can design a customer's experience such that it enables and accelerates their growth.

About the role:

As a Customer Success Manager at Density, you’ll work with some of the largest brands in the world by partnering with them as they improve business operations, reduce costs, and drive growth with our intelligent sensors and analytics software. Our Customer Success Managers partner with our customers as subject matter experts and thought leaders to help customers maximize the value from Density data and make people counting an important part of how our customers do business.

Ideal candidates are data-driven and resourceful relationship builders who are able to help our customers manage change.

Position Responsibilities:

• Deeply understand our customers, their use cases, and how Density drives business value
• Ensure successful onboarding and adoption for the Density solution for your customer portfolioBuild relationships with our day-to-day contacts, champions, and executives in your portfolio
• Partner with Account Executives on account plans, whitespace mapping, and renewal management and forecasting
• Serve as the internal customer advocate and voice of the customer. Translate customer impact and sense of urgency into actionable tasks for Density internal teams to accomplish
• Work in cross-functional teams to troubleshoot hardware, software, or data-related issues
• Escalate issues that are blocking successful adoption and value realization, rally the organization to support and resolve as soon as possible
• Develop process, tools, and programs to help us deliver increasing value to our customers and get more efficient as a business
• Inform our internal and external product roadmaps to decrease the time and effort required for customers to achieve value from the solution

Apply if you have some of the following background:

• Prior experience with management consulting, customer success, or strategic technology sales 
• Experience operating in a fast-paced environment owning multiple workstreams
• Ability to research, troubleshoot and solve complex software issues
• Comfortable with data analysis
• Creative, resourceful, detail-oriented, and well-organized
• Empathetic attitude with engineers and customers and overall strong team player
• Exceptional communication skills
• Demonstrated ability to drive results
• Experience helping organizations navigate change management
• Experience building process, systems, tools to help teams scale

Location: Remote, supporting customers in the Mountain US, Pacific US, and Asian time zones. Occasional travel required.

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only. 

At Clari, we are at the forefront of AI and automation to help companies make better business decisions and improve sales execution with real-time access to actionable analytics and predictive insights. We have been declared as a must-have in establishing revenue confidence for customers during unpredictable times. We're continuing to innovate, collaborate, and push the limits to build the only Connected Revenue Operations Platform and is used by over 50,000 marketing, sales, and customer success professionals across 170 companies such as Okta, Zoom, Medallia, Adobe, and Atlassian. Together, we help others realize their fullest potential by transforming their revenue operations to be connected, efficient, and predictable.

As an Enterprise Customer Success Manager, you’ll be on the front lines building strategic partnerships with our enterprise customers as well as collaborating with other teams - from sales and engineering to product management, and our executives - to set them up for success.  We have a unique approach to Customer Success, investing heavily in our partnerships with our customers. They think of us as extensions of their own teams, and we have the opportunity to be strategic advisors with our industry best practices. It is immensely satisfying work critical to the success of the company. This is an amazing opportunity for a strategic problem solver -- a team player who loves thinking outside the box to win. If this sounds like you, let’s talk!

This is a full time remote opportunity and can be based anywhere in the Eastern Time Zone.

Responsibilities

• Ensure customers realize value at speed and throughout the customer lifecycle by optimizing all aspects of the product
• Drive success and retention across customers through trusted advisor guidance
• Harvest and build thought leadership and best practices while contributing to continuous value realization strategies
• Work with enterprise customers to deliver end-to-end business transformation, leveraging Clari across the entire organization
• Build enterprise-wide strategies by mapping business objectives to Clari solutions while ensuring continuous alignment with changing client needs
• Build relationships with key customer champions
• Conduct regular Executive Business Reviews and checkpoints with customer champions in the C-suite and executive leadership
• Configure product customizations to address customer needs
• Partner with technical support and additional cross-functional teams to ensure technical issues are successfully resolved
• Develop and maintain product expertise, including best practices to provide value to customers
• Represent the Voice of the Customer and share your customer expertise with the Product and Engineering teams to drive platform improvements and contribute to the product roadmap

Qualifications

• Minimum 4-7 years’ experience in a B2B SaaS customer success role required 
• Customer-oriented and great at building client relationships at all levels
• Ability to perform technical configuration requests (i.e. basic JSON, UI layout configurations) as well as articulate complex technical issues for resolution
• Prior consulting experience and/or progressive experience in strategy and process improvement
• Strong analytical skills, coupled with the ability to think creatively
• Skilled at problem-solving, decision making, and ability to navigate challenging situations in a professional manner
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to train effectively
• Salesforce user or administration experience is ideal
• Ability to work with minimum direction and is dedicated to meeting and exceeding expectations
• A team player with a positive, collaborative, passionate attitude

Benefits and Culture

• Team-bonding activities and company-wide events
• Flexible working hours and remote opportunities
• Monthly wellness reimbursement
• Paid maternity and paternity leave
• Fertility support
• 401(k) and College Savings plans
• Stock options

You’ll often hear our CEO talk about “Being Remarkable”. To Clari, remarkable means many things. First and foremost, we believe in providing work that’s interesting and meaningful, in an environment that’s nurturing and inclusive, that is free from discrimination for each and every team member without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. Efforts have to be recognized. Voices have to be heard. And work/life balance has to be baked into the very fiber of the company. We are honored to be recognized by Inc. Magazine and Bay Area News Group as a best place to work, several years running. We’d love to have you join us on our journey to remarkable!

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only. 

Description

Carrot is looking to hire a full-time Customer Services Coordinator!

Carrot is a fast-growing SaaS company that helps small businesses, in particular, real estate investors and high performing real estate agents, cut through the clutter online to grow leads and revenue with our lead generation and content marketing tools. That’s what we do… that’s what we challenge ourselves to be the best in the world at. But our “why” is what truly excites us every single day we show up to work.

OUR WHY:
“To Add Humanity To Business and Help People Regain Time In Their Lives For The Things That Matter.“

Learn more about what we do @ Carrot.com →

More About The Customer Services Coordinator Role

In this role, you’ll play an integral role by serving our highest level customers. You’ll be working with experienced & driven real estate investors & agents to help them find success with their Carrot website. In everything you do, your goal will be to create an exceptional user experience while fulfilling a variety of technical, administrative, and supportive duties.

The Customer Services Team is one of the main driving forces behind helping our customers achieve success with Carrot. We exist to help make our customer’s lives easier and to provide excellent end-results whenever a customer interacts with the Carrot Marketplace! As a team, we pride ourselves on the collaborative work environment that we’ve created. We genuinely enjoy the work that we do on a daily basis and we love the people that we work with! On this team, we value each other greatly and aim to support each other in everything that we do.

We strive to never compromise on the quality of work that we produce and we’re always looking for ways to provide our member's with a “wow” experience.

If that sounds like a team you’d like to be a part of, we’d love to hear from you!

Requirements

You might be a match if you have…

• Exceptional verbal, written, and presentation skills.
• The ability to provide a great customer service experience via phone and email.
• The ability to work effectively both independently and as part of a team.
• Competency in Google apps, such as Drive, Docs, Sheets, and Slides.
• Knowledge of document management, transcription, and other administrative procedures.
• The ability to work on tight deadlines.
• 6+ months of experience using WordPress.
• 1-2 years of Customer Service/Project Management work experience (capacity may vary).
• A heart of gold, a service-oriented mindset, and a desire to get stuff done! 🧡

Goals & Responsibilities

• Complete 100% of all services (and related tasks) on time.
• Deliver high-quality end-products for members.
• Communicate with members and teammates in a timely manner.
• Maintain and monitor project plans, project schedules, work hours, project budgets, and expenditures.
• Organize, attend, and participate in team & customer meetings.
• Document and follow up on important actions and decisions from meetings.
• Preparing necessary presentation materials for meetings when required.
• Provide technical support to customers as needed.
• Assess project risks and issues and provide solutions where applicable.
• Ensure member expectations are managed towards the best solution.
• Provide support through all project phases including but not limited to communication management, order entry, order tracking, scheduling, file maintenance, and completion.

Benefits

This position will pay a very competitive salary and bonuses along with other attractive benefits:

• Paid vacation time.
• Paid holidays.
• $500 per year to contribute toward a charity you’re passionate about.
• Growth Perks:
• Free Books: Reading a book to help you grow in your life? Awesome, we’ll buy it for you!
• Courses & Seminars: If you find resources that will help you improve your skills in life/business, we’ll cover all or part of the cost.
• Gym/Home Workout Equipment Stipend: Physical & mental health is a big deal, so we’ll pick up the tab of your monthly gym membership or help you set up your home gym (up to $60/month).
• Performance Bonuses: From time to time when the team crushes it, we all get rewarded. These aren’t scheduled bonuses, but we find that our team members are pleasantly surprised by these!
• Medical & dental coverage: 75% paid for.
• 401k Plan
• The chance to learn things in a way you’d never be able to learn in a large organization! 

You’re here to help customers understand the strategy behind OptinMonster, and find success using our product. You are motivated by helping small businesses win, and win more often. You believe in the value of supporting other people’s success as a career and discipline.

To love this role, here’s the type of person you are:

• You find deep satisfaction in helping others to grow and succeed.
• When unexpected things come up, or you're under time pressure, you're eager to rise to the occasion and help your team rise with you.
• You’re an excellent and consistent communicator who makes sure nothing slips through the cracks - even if that means having difficult conversations.
• You’re a self-starter who loves taking initiative and seeing things through to completion.
• You're a committed life-long learner, and know that you have at least as much to learn from your team as they do from you.
• You take pride in the quality and craftsmanship of your work rather than just doing it to get it done.

Responsibilities include (but are not limited to):

• You will be a member of our Customer Success team. The Customer Success team is responsible for reducing churn and increasing customers' use of OptinMonster.
• During your first 3 months, you’ll spend the majority of your time in HelpScout answering tickets, creating campaigns for our newest customers, reading documentation and watching videos/webinars to build up your understanding of how OptinMonster works.
• After that, you’ll spend 70-80% of your time creating campaigns for our newest customers. Another 20% will be spent answering questions for customers about how they can use OptinMonster in their business.
• With the rest of your time, you'll work on at least one small "rock" each quarter. A rock is a project that helps move us move closer to accomplishing our annual goals. You’ll have input into what rocks you’re assigned.
• You will help our customers understand how to do the things they're already trying to do. You'll also share the potential for how they could use OptinMonster beyond the ways they're currently using it. When appropriate, you'll recommend upgrades, or cross-sell other AwesomeMotive products.
• You’ll attend Customer Success meetings weekly. Your input during both will genuinely inform the OptinMonster roadmap, so it's important to come prepared to share your thoughts. You’ll help us make sure we're working on the right things based on real customer feedback and data you collect.
• You’ll often collaborate directly with Product developers to solve a customer's problem, and you will document bugs thoroughly to be fixed, then follow up with the customer once it is. 
• When OptinMonster launches any new features or improvements, you'll help make sure our documentation is updated in a simple, easy-to-understand way.
• You’ll also help beta test features yourself and with customers.
• You’ll help identify and prioritize potential improvements to the product. It’s up to you to collect and thoroughly document feature requests so that you can most effectively represent our customers' goals when we review feature requests.
• You’ll help the Customer Success team identify positive and negative trends coming from customers so we can respond quickly and appropriately.
• You’ll use your natural curiosity to learn more about marketing, sales, and support, and to grow your technical skills. You'll freely share what you've learned with the rest of the team.
• The hardest thing about this role is having a deep sense of empathy for customers, but also balancing that with the big picture priorities for the business. This means sometimes being able to kindly, but firmly, tell a customer no.
• You’ll help our team craft better internal processes and systems, too.

Skills you'll need to succeed in this role:

• You have a healthy perspective on the tension between day-to-day support and long-term product vision. 
• You love helping people and are genuinely curious about how to help their businesses grow. 
• You understand that what seems easy to you might seem like a technical nightmare to a customer and you won’t make them feel bad for feeling that way.
• You will become an OptinMonster expert. In the end, OptinMonster is a technical product that solves a  marketing need, so you’ll have to know the product inside out technically AND and the business use cases for it. 
• You are more marketing minded than technically minded, but it would be helpful if you already know some CSS/HTML. If you don’t, you’ll be willing to learn. You aren’t intimidated by learning new things. 
• You have used an email marketing platform like Constant Contact, MailChimp, Drip or ConvertKit in the past. That’s important since one of the primary uses of OptinMonster is to grow a company’s email list.
• You can write conversational English very well and are excellent at thoroughly explaining complicated things in a simple way. 
• You take initiative and ownership to see things through to completion. If it needs doing, you do it without being asked.
• You're not afraid to experiment. We’re already very good at what we do, so getting from good to great requires creativity beyond the obvious. You embrace the chance to grow and get better. We work together as a team, and that means we encourage each other to improve as a team, too.
• You are located in the Eastern US timezone and able to work between 9AM and 5PM EST. While our entire Customer Success team is distributed around the world, at this time we need further support in this time zone.

Bonus points if you also have:

• Proven track record working in a support team.
• Experience working and communicating remotely.
• Experience using OptinMonster or other similar tools.
• Experience using or supporting content optimization software like Google Content Experiments or Google Tag Manager, Optimizely or VWO
• Experience using any of the following remote collaboration software: HelpScout, Asana, Github, Zoom, GSuite

What we offer

Working for a fast-growing bootstrapped company is a rare opportunity, one we consider a lifestyle choice rather than a job choice. Our positions are challenging, but also come with amazing advantages and fulfillment to those who earn them. Here’s what we offer.

• Competitive Salary.
• Health, Dental, and Vision Insurance benefits for full-time U.S. employees.
• Work from your home. We’re spread out all over the world – United States, Canada, Ukraine, India, Pakistan, Singapore and more.
• Unlimited PTO after 90 days of employment. We encourage employees to take the time they need for vacation, to stay healthy, and to spend time with friends and family.
• Paid maternity and paternity leave.
• We happily provide or reimburse software you’ll need, as well as books or courses that promote continued learning.
• We give you the opportunity to solve challenging and meaningful problems that make a difference.
• Custom branded laptop at your five year anniversary.
• We cover all costs of company travel (including our annual all-company retreat).
• Ability to work with some of the best people in the business through frequent, if not daily, interactions.
• And in case you were wondering: no politics, no b.s., and no jerks.

Location and Hours

This is a remote position - our team is spread around the globe!

Our home base is in Florida, USA, so company operating hours -- and work hours for this position -- are 9am - 5pm ET (UTC -5)

Requirements

• Personal computer with internet access.
• Work hours of 9am - 5pm ET.
• Ability to participate in video meetings at any times needed during work hours.

Inclusion Statement

At Awesome Motive, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. Awesome Motive is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.

How to apply?

If you think you're a good fit for everything shared above, then please submit your application!

Please clearly include the following in your cover letter:

• Your previous management experience, including your approach to working with team members.
• Your experience with WordPress, and particularly professional WordPress support.
• A bit about yourself and why you should be considered. Team culture is very important to us, so in addition to your experience and qualifications, please help us to see your personality/get to know who you are.
• Profile links if available (Your website, WordPress.org, GitHub, Twitter, LinkedIn, etc).
• In three sentences or less, in your own words, tell us how you think OptinMonster helps small businesses.

Also note, don't forget to proofread before submitting. Check spelling, capitalization, etc. This is your chance to make your application stand out :)

We won’t be able to individually respond to all applications, but if we feel you’re a strong match, someone will be in touch shortly.

Thanks, and we look forward to hearing from you! 

Customer Success & Support Manager

Sherpa's Mission is to empower real estate professionals to succeed by creating the most potent real estate-focused tech suite in the world. Sherpa makes prospect communications for real estate professionals easy and powerful. We are a small bootstrapped team experiencing exponential growth in demand for our services, and we need your help! 

Core Values: Care360 (Family & Self, Team, Customer) - Be Curious - Take Ownership - Independent Team Player - Focus On Results 

APPLY NOW! - https://sherpa.fyi/0UzFBu

About this position:

Lead Sherpa, Inc. is hiring a Customer Support & Success Manager to lead our Support & Success team. This team leader will revamp our existing strategies and workflows to reduce churn, expand adoption, and help grow our business.

This role is a balance of both individual and teamwork. You will be conducting team 1:1s and performance reviews with your direct reports, managing and improving processes, and working directly with our clients to maintain and grow existing relationships.

The job environment is fast-paced and results-oriented. While there is an urgency to goal achievement, responsibility for achieving results needs to be shared and effectively delegated when necessary. The ability to understand, quickly react, and motivate others on your team to adapt to the changing environment is critical to success. A sincere appreciation for people and how they are each uniquely motivated is the foundation for designing and implementing interactive communication and decision-making processes for this role at Sherpa.

Who you are:

• Outgoing
• People-oriented
• Goal oriented
• Persuasive
• A leader with a mentor mentality

APPLY NOW! - https://sherpa.fyi/0UzFBu

Responsibilities for Customer Success Manager:

• Establish clear retention goals and process milestones for the client and employees to work toward
• Assist customers as needed with setting up and navigating our software
• Seek to promote the value of the product and upsell services and products with brand image and promoting value through customer experience
• Assist in creating training courses and educational materials for other members of the department
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
• Optimize existing processes within the company and actively enhance all Customer Success initiatives

Qualifications for Customer Success Manager:

• 4-5 years of experience in customer service or customer success position
• Experience in managing a diverse team and training each member according to company standards
• Ability to establish milestones and keep all team members on task
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required as they relate for the use of the product to service to be solid
• Accountability and personal organization are essential

Company Benefits:

• Work in our Denver office or remotely from anywhere - we are a distributed team working primarily during mountain standard time.
• Health insurance
• 401(k) with company match
• $2,000 budget for work-related equipment that is yours to keep!
• Awesome work culture and talented team!

Application Process:

We use The Predictive Index® Behavioral Assessment to allow us to better understand the motivations and drives of each candidate and employee. This enables us to identify, develop, and retain the best talent to grow our organization. This tool helps to bring insight into an applicant's communication, delegation, and decision-making style.

We have a quick and straightforward 3 step application process:

1. Complete Predictive Index evaluation
2. Complete application form
3. Complete cognitive evaluation

After Step 1 is finished, you will be automatically redirected to the application form, and a link to the cognitive evaluation will be sent to your inbox. Once all three steps are finished, your application will be complete!


APPLY NOW! - https://sherpa.fyi/0UzFBu 

Customer Support Representative

• Remote Worldwide
• Full-Time
• Customer Service

Customer service is often taken for granted. “Just do your job,” they say. “That’s what we’re paying you for,” they say. Not here. At Packlane, we see it as an art form. Because great service—where details matter most, problems get solved (not deflected), and relationships are built—is magical. We know that without the right person representing us on the front lines, we don’t stand a chance. Our customers come to us because they want the best for their business. And the best starts with you.

What You’ll Do

• Show off your proficient, positive, and proactive personality in every communication with our customers—not just on email, but also on live chat and phone where thinking on your feet is key.
• Be a steadfast Know-It-All when it comes to order status, product info, technical issues, pricing and more. And if you don’t know it all, you’ll know how to track it down. Fast.
• Keep our customers’ accounts up to date, managing refunds or credits when necessary. Interact with customers via our internal tools as well as our social media accounts. Remember that part about solving (not deflecting) problems? Yeah, that.
• Work on one of the following rotations: evening shift Live Chat, afternoon/evening shift Email Support, or Phone Support.

Who You Are

• A total go-getter. You’re bored if you’re not rapid-task-switching and you think in parameters. Nothing is more satisfying for you than Inbox Zero. Confident.
• You’re excited to be the face of Packlane to the other businesses who order with us. You’re ready to share your personality, think critically, and problem-solve from start-to-finish.
• You’re into video chatting with your coworkers and you jump at the chance to collaborate with other teams at Packlane.
• Detail-obsessed. You love to discover anything overlooked and live to aggregate the complexities. You plan the tough solutions and find it super rewarding to turn things around with worried customers.
• Enthusiastic and patient. You look forward to being part of a fun, close-knit support team that leads the fun company culture at Packlane as beacons of diplomacy, friendliness, and responsiveness all the time, ever. A communicator at heart, teamwork and clarity keep you going when the work piles on.
• Reliable. Accountable. Dependable. And all the other good -ables. You know what they are.

Helpful & Required Technical Skills

• Print and design. You’re familiar with printing processes and Adobe Creative Suite, or you’re curious to learn.
• Project management systems like Trello and Jira, Google Docs, Slack, including threading and emoji proficiency 😉
• Understanding of basic spreadsheets.
• Touch typing 65wpm or faster, with very few typos.
• Excellent grammar and consistent use of spell check.
• Comfortable with fast use and rapid, personalized tailoring of Saved Replies and macros (bonus points if you’re familiar with Zendesk)
• Self-directed fast learner. We try new systems frequently!

Nuts and Bolts:

• Work from almost anywhere! This is a fully remote position, with coverage expected within USA timezones.
• Full-time, 40 hours per week, Monday-Friday with optional Weekend coverage
• Please specify your preference for Chat, Email or Phone Support when applying
• Starting pay $15-17/hour 

Senior Customer Support Consultant

• Location: US National
• Remote
• Full Time

ArcherPoint is currently adding a NAV/BC Customer Support Consultant to our Customer Service team. The main mission of the NAV/BC Customer Service Representative role is to triage and solve client problems. Customer Service is often the entry point for our clients to report problems or initiate work requests, and our Customer Service team is front-line critical in the overall experience and satisfaction of each client. ArcherPoint prides itself on delighting clients with amazing services which is the critical focus of our Customer Service team.

As a member of the ArcherPoint Customer Service team, you will be working with our clients to evaluate and resolve issues associated with their Microsoft Dynamics NAV/BCsystem. The issues reported to the customer service team can be related to software application or hardware and include all versions of Microsoft Dynamics NAV & Business Central. The successful Customer Service Representative candidate will work with clients to narrow down the area of concern and resolve the problem, if possible, or work with other ArcherPoint team members to resolve the problem.

Specifically, the NAV/BC Customer Support Consultant is accountable for:

• Delivering NAV & Business Central functional and technical services to our clients
• Resolving, monitoring and following-up on tickets with appropriate urgency
• Coordinating and engaging other NAV/BC functional and technical experts on resolving complex issues or requests, ensuring timely communication with client at all times
• Publishing and updating knowledge-based articles
• Assisting Marketing with Web and Social Media content

This role requires someone with not only excellent customer service skills but also a strong attention to detail, strong decision-making & analytical skills, and the ability to communicate clearly and professionally. 2-4 years of experience with Microsoft Dynamics NAV & Business Central in a customer service or consultant role is also required. Candidates with experience working with Lanham EDI, Shipping and Receiving solutions as well as exposure to various NAV & BC add-ons are also a plus!

In addition to providing world-class customer service for our customers, the successful candidate for this role must align well with our very defined, active, and dynamic organizational culture. ArcherPoint is not your typical company, culture, or business environment, so we seek candidates that are ready for a significant change and opportunity. 

Customer Success Manager

• Remote – US

Who We Are

Cobalt (cobalt.io) is a fast-growing and globally distributed cybersecurity start-up with hubs in San Francisco, Boston, and Berlin. We connect global security talent with businesses and their users by providing Penetration Testing as a Service via the Cobalt technology platform. We have Scandinavian roots, an American base and a global outlook. Our team is characterized by a fun, fast-paced and collaborative culture based on individual responsibility and ownership.

Description

We are looking for a top Customer Success Manager to join our team and help Cobalt’s customers build successful security testing programs. We are looking for someone super smart who can take ownership and be a builder! The candidate will effectively engage with multiple external and internal stakeholders ranging from individual contributors to C-level executives.

What You Would Do

• Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Develop, prepare, and nurture customers for advocacy
• Build successful security testing programs for our customers
• Monitor day-to-day service execution and customer satisfaction
• Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Manage annual renewal process for customers to assure uninterrupted product use.
• Work to identify and/or develop upsell opportunities
• Advocate customer needs/issues cross-departmentally
• Program manage account escalations
• Engage with external and internal stakeholders in roles ranging from individual contributors to C-level executives

You Must Have

• 1 – 3 years of relevant experience, preferably in SaaS and/or cybersecurity
• A consulting mindset
• Experience working with Salesforce
• Multi-tasking skills and the flexibility to adjust to changing priorities on-the-fly
• Strong written and verbal communication
• Familiarity working with SMB customers
• Demonstrated experience effectively engaging multiple stakeholders
• Prior experience owning customer renewals and expansions
• Drive, no one needs to push you to excel; it’s just who you are
• Eagerness to learn, adapt, and perfect your work; you collaborate and innovate
• A strong desire to help and serve our customers: They win, so you win

Why You Should Join Us

• Opportunity to join and grow in a passionate, rapidly expanding industry
• Competitive compensation & attractive equity plan
• Flexible paid time-off & travel policies
• Paid parental leave
• Regularly planned team outings and company events
• 401(k) program to help you save for the future (US only)
• Medical, dental, and life insurance benefits (US only) 

Customer Support Associate

• REMOTE
• CLIENT SERVICES – CLIENT ENABLEMENT AND SUPPORT
• FULL-TIME (HOURLY)

Are you ready to take the next leap in technical knowledge and act as a key team resource? Cogito is searching for a Customer Support Associate to join our Customer Success team! The ideal candidate has outstanding customer-facing skills, experience supporting end users, and aptitude for learning new technologies.

The candidate must possess a strong desire to support customers by taking ownership of problems and providing top notch customer service and drive issues to resolution through in-depth troubleshooting and technical diagnostics. The candidate must be passionate about continuous improvement, demonstrate consistent follow-up, and never stop delivering value to Cogito’s customers.

Those who thrive in this role are entrepreneurial, hands-on, and obsessed with customers. This role reports to the Customer Support Manager and will work closely with other Customer Support team members to bring the overall Customer Support vision to life at Cogito!

What You’ll Do:

• Help customers troubleshoot and navigate through processes and bugs regarding Cogito’s software in an articulate & empathetic way over email, chat, phone and/or in-person while meeting or exceeding stated service level agreement (SLA) timeframes
• Manage and track issues to ensure accurate and complete resolution
• Establish priorities and communicate rationale and time frame clearly to customers. Overcomes constraints to meet established deadlines
• Perform routine cloud-based services monitoring and escalate unexpected issues for correction when needed
• Contribute articles to our customer-facing knowledge base in an effort to promote self-help for our customers
• Maintain solid customer relationships by handling their questions and concerns with speed and professionalism

Requirements:

• Associates or Bachelors degree
• At least 1 year experience providing above average customer service in both verbal and written environments
• A passion for customer service and above average composure and tact
• Capacity to work independently with minimum supervision within a remote office and coordinate work within the team
• Experience monitoring SaaS or cloud-based services such as CloudWatch, Sumo Logic, or similar systems
• Willingness to work on a rotating shift basis as needed
• Formal experience with SaaS application troubleshooting
• Experience with ticket triage
• Proficiency in Microsoft Word and Excel and usage of the Internet
• Professional, “get it done” attitude and work ethic
• Conscientious, quick learner, adaptable, and strong team player

Skills:

• Ability to multitask and work in a fast paced start-up culture
• Experience working in a Customer Support/Success environment
• Experience with help desk software; i.e. Zendesk, Service Desk, Salesforce, Jira or Service Cloud
• Excellent communication and documentation skills
• Exceptional understanding of customer service, technical issue resolution, and support best practices
• Experience with incident management (e.g. outages) and customer communication
• Demonstrated ability to work independently and adapt your style to rapid organizational and platform change

Why join us?

Cogito is a cutting-edge technological leader made up of the most innovative, knowledgeable and passionate people in the industry. We recognize our success is dependent on the success of our people. We leverage the power of AI to break down barriers and improve our partner performance and enhance our customer experience. This responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.

Whether you’re applying to work in engineering, customer support, or marketing – at Cogito we act as One Team, working towards a common goal; to make our customer’s experience exceptional. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but we keep our feet on the ground so we can act fast and stay simple.

Benefits

• Your choice of comprehensive benefits for you and your family’s health, dental, vision, disability, and life insurance
• Frequent catered lunch and live product demos
• 401(k) retirement plan options
• Ongoing professional development and cross-training
• 20 days vacation time, 5 days sick time, 2 floating holidays and 11 company holidays (yes, Patriot’s Day is a holiday)
• 2 “Be Gentle” personal days
• Company paid parental leave upon hire
• Competitive pay, stock options, and annual bonus eligibility
• Stock options via equity grants
• Eligibility for annual bonus for all non commissioned employees
• Casual and inclusive office atmosphere
• Office Optional policy where Cogician’s choose where they work either primarily remote, primarily in office or hybrid
• Ability to support Cogician’s anywhere in the US through our Office Optional policy

Equal Opportunity Employer

Cogito is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status or veteran status.

Authorization to Work

Applicants for employment in the US must be authorized to work in the US. 

Sherpa’s Mission is to empower real estate professionals to succeed by creating the most potent real estate-focused tech suite in the world. Sherpa makes prospect communications for real estate professionals easy and powerful. We are a small bootstrapped team experiencing exponential growth in demand for our services, and we need your help!

Core Values: Care360 (Family & Self, Team, Customer) – Be Curious – Take Ownership – Independent Team Player – Focus On Results

APPLY NOW! – https://sherpa.fyi/0UzFBu

About this position: Lead Sherpa, Inc. is hiring a Customer Support & Success Manager to lead our Support & Success team. This team leader will revamp our existing strategies and workflows to reduce churn, expand adoption, and help grow our business.

This role is a balance of both individual and teamwork. You will be conducting team 1:1s and performance reviews with your direct reports, managing and improving processes, and working directly with our clients to maintain and grow existing relationships.

The job environment is fast-paced and results-oriented. While there is an urgency to goal achievement, responsibility for achieving results needs to be shared and effectively delegated when necessary. The ability to understand, quickly react, and motivate others on your team to adapt to the changing environment is critical to success. A sincere appreciation for people and how they are each uniquely motivated is the foundation for designing and implementing interactive communication and decision-making processes for this role at Sherpa.

Who you are:

• Outgoing
• People-oriented
• Goal oriented
• Persuasive
• A leader with a mentor mentality

APPLY NOW! – https://sherpa.fyi/0UzFBu

Responsibilities for Customer Success Manager:

• Establish clear retention goals and process milestones for the client and employees to work toward
• Assist customers as needed with setting up and navigating our software
• Seek to promote the value of the product and upsell services and products with brand image and promoting value through customer experience
• Assist in creating training courses and educational materials for other members of the department
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Promote an energetic fan base for products and locate brand ambassadors to share the product’s benefit and value
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
• Optimize existing processes within the company and actively enhance all Customer Success initiatives

Qualifications for Customer Success Manager:

• 4-5 years of experience in customer service or customer success position
• Experience in managing a diverse team and training each member according to company standards
• Ability to establish milestones and keep all team members on task
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required as they relate for the use of the product to service to be solid
• Accountability and personal organization are essential

Company Benefits:

• Work in our Denver office or remotely from anywhere – we are a distributed team working primarily during mountain standard time.
• Health insurance
• 401(k) with company match
• $2,000 budget for work-related equipment that is yours to keep!
• Awesome work culture and talented team!

Application Process: We use The Predictive Index® Behavioral Assessment to allow us to better understand the motivations and drives of each candidate and employee. This enables us to identify, develop, and retain the best talent to grow our organization. This tool helps to bring insight into an applicant’s communication, delegation, and decision-making style.

We have a quick and straightforward 3 step application process:

• Complete Predictive Index evaluation
• Complete application form
• Complete cognitive evaluation

After Step 1 is finished, you will be automatically redirected to the application form, and a link to the cognitive evaluation will be sent to your inbox. Once all three steps are finished, your application will be complete!

APPLY NOW! – https://sherpa.fyi/0UzFBu

Location: US Locations Only