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Roompact Chicago, IL, USA
Feb 07, 2019
Full time
Roompact is looking for a Client Experience Manager to join our team in Chicago. Our ideal candidate is a detail-oriented problem-solver who is excited about helping users make the most out of software. We’re looking for someone who enjoys building relationships with people, working with them to solve challenges, and acting as a “bridge” between the technical and the non-technical. You’ll be working closely with our Director of Client Experience to onboard and guide clients, answer questions, and be an advocate for our users. -- What you'll do Onboarding   - Walk new clients through onboarding via email and scheduled phone calls. Help them learn how to use our software and how it can best support their work. Support   - Provide stellar support with clear, thorough, empathetic responses to client questions. Anticipate related issues and give them the tools to solve them. Troubleshoot reported problems, escalate to our engineering team as necessary, and provide updates and resolutions. Client Success   - Help clients optimize their processes via our software and expand feature usage. Check in with them proactively, and foster positive relationships built on trust and transparency. Be a “bridge:” our users aren’t always well-versed in technology, so it’s important to be able to explain concepts clearly and translate jargon for them. Feedback & Analytics   - Collect, record, and interpret client feedback. Reference user analytics and records to make evidence-based recommendations and decisions. Help the engineering team to prioritize and plan functionality that meets users’ needs. Documentation   - Write and organize documentation for how-to’s and best practices. Innovate   - Create and execute your own ideas for improving our clients’ experience. -- Who you are You love talking to clients, getting to know them, and using your product expertise to guide them. Treating them with empathy, respect, and honesty is a given. You’re self-sufficient and intrinsically motivated. You’re happy with autonomy but can work within a team. You’re tech-savvy, with a high aptitude for learning new technologies. You’re comfortable leading training sessions via calls, screensharing, and occasionally in person. You’re comfortable traveling a few times a year to attend industry conferences with other team members. Your written and verbal communication is outstanding. Experience in a SaaS company is desirable, but not required. -- Why work with us? Join a smart, creative team growing a nationwide client base, and help shape our company’s future Medical and dental insurance, 99% coverage of base medical plan and dental plan 401(k) with up to 4% company matching Flexible schedule with an emphasis on work/life balance Unlimited PTO Summer Fridays off A great office location in the heart of downtown Chicago -- Interested? Please send a resume and cover letter to   cxopenings@roompact.com . Please include how you heard about us and why you’d like to work with us.
Quorum Washington, DC, USA
Feb 07, 2019
Full time
Technical Solutions Specialist at Quorum  (View all jobs) Washington DC Named the top D.C. startup to watch in 2016, 2017, 2018, and 2019, Quorum is software built for public affairs, providing one place for stakeholder engagement, legislative tracking, and grassroots advocacy. Thousands of public affairs professionals use Quorum for their work in Congress, all 50 state legislatures, major U.S. cities, and the European Union. Quorum remains entirely bootstrapped, having never raised venture capital funding, and works with organizations like Coca-Cola, the United Nations Foundation, Sierra Club, General Motors, and Lyft. Founded in 2014, Quorum is headquartered in Washington, D.C. with an international office in Brussels.   Called  "The Moneyball Effect on K Street" by the Washington Post and  "Google for Congress" by the Huffington Post, Quorum has been featured in over 50 news outlets and is used by Walmart , Coca-Cola, Apple, the United Nations, and many other companies, trade associations, and advocacy groups. About You You have excellent communication skills and the ability to empathize with clients’ unique situations. You build strong collaborative relationships both internally and externally. You adapt well to change and strive for continual improvement. You are a problem solver who will go above and beyond to provide a remarkable client experience. You are looking to be part of a growing Customer Support team. You have an eye for detail and experience working with large datasets. You are excited to develop standardized processes and best practices for technical implementations. You have an interest in growing your technical skills--whether it’s gaining knowledge of email deliverability best practices and managing DNS maintenance requests or learning how to implement technical integrations. And, you enjoy a good challenge! What You’ll Do First week:   You'll learn the ins and outs of the Quorum platform, test yourself on common use cases, and get to know the Quorum team. First month:  You’ll start to provide support to clients and continue to develop knowledge of the product and how everyday users interact with it. You will also read existing documentation and gain familiarity with how the Backend of the platform operates. First 6 months:   You will take point on helping people understand how to best use Quorum through direct support interactions, as well as working alongside Customer Success Managers on technical implementations. First year:   You will create internal and external documentation to provide best practices around technical support, and become the go-to person for providing technical help on the Customer Success Team. About Us: Customer Success Team We’re responsible for ensuring that clients have an amazing experience with the Quorum platform every single day. We provide knowledgeable and friendly support to clients using Quorum. We’re experts in Quorum—we know the product like the back of our hand! We're a small team and pitch in wherever needed, from helping in recruiting to supporting customers. We're very close as a company—we work together, hang out together, and we value each others' ideas and input.   Our Work Environment We work in a vibrant, sunlit space in our modern,  open concept office Our office building is located in the heart of downtown DC, easily accessible by metro, bus, and rideshares. It is also in close proximity to great restaurants, food trucks, shopping, and popular happy hour spots Our team loves to spend time doing fun things outside of the office, which we call Quorum Fun events. Past Quorum Fun events have included apple picking, yoga, and wine tasting If you'd like to learn what it's like to have a real impact at a fast-growing company that is changing the way the advocacy process works, drop us a line. We'd love to talk to you!
UserIQ Atlanta, GA, USA
Feb 07, 2019
Full time
Who you are: A passionate customer success manager is critical for any SaaS business and is seen as a key linchpin to customer adoption. You thrive on delighting customers with proactive insights that consistently bring value to their business. Daily problem solving and support resolution is table-stakes for you. You enjoy going above and beyond to make sure your customers love your product and your team (who, by the way, get just as many accolades as your product!). More importantly, you convert your customers into champions who tell your product story for you. You love to dive into technology and master new features quickly. You are known to be the “go-to” person for software tips and tricks. Does this sound like you? If so, we are looking for Customer Success Manager (CSM) with a strong history of proven experience to take our customer success team to the next level. We are rapidly growing and are looking for individuals with a passion for user adoption and advocacy. Who we are:  UserIQ empowers SaaS companies to deliver what each user needs to be successful in every moment, starting with adoption. As a result, customers can effectively scale onboarding, increase feature usage, accelerate time-to-value, and ultimately drive more revenue throughout the customer journey. By constantly listening and delivering the right message to the right user at the right time, UserIQ helps companies stay in conversation with their customers, promoting strong product adoption, retention, expansion and advocacy. By facilitating a clear and consistent voice to and from the customer – companies ultimately deliver better products, faster time to value and more predictable revenue growth. The best companies are built one customer at a time and those customers grow by one user engagement at a time. UserIQ takes this approach very seriously and sells directly to VPs of Customer Success and Product Management who are also passionate about maximizing every user moment. Your day-to-day: Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals. Improve self-service adoption for customers. Maintain constant visibility into customer challenges and drive gap remediation accordingly to produce measurable improvements which positively impact conversion, onboarding, and retention. Innovate on new ways to drive customer adoption and, over time, improve self-service adoption for customers. Work closely with other CSMs to ensure VOC programs inform customer touchpoints improvements. Drive customers to advocacy by owning every detail of the customer relationship and journey. Interact with both technical and non-technical teams/individuals with ease. Own the overall relationship with assigned clients, which includes: increasing product adoption, ensuring client retention, and maintaining high satisfaction levels. Advocate customer needs/issues cross-departmentally. Identify appropriate training methodologies and develop a scalable training program and process to support small to large companies. Manage account escalations as needed. Qualifications: 2+ years of prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention. SaaS experience is a big plus. Working knowledge of how to manage accounts in Salesforce is a plus. Team player who is able to develop productive working relationships across all functional roles to hit targets. Unerring dedication to helping customers succeed. Action-oriented, able to take on new challenges with enthusiasm. Thrives in a multi-tasking environment and can adjust priorities on the fly. Willingness and ability to identify and/or develop upsell opportunities. Ability to establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services. Must have excellent written and verbal communications skills. Our CSMs report to UserIQ’s Dir of Customer Success and work out of the company’s office in Midtown, Atlanta.