Job Description
Job DescriptionAbout UsYour Next Adventure in Customer Success Awaits!
We're a growing SaaS company based in Portland, Oregon, dedicated to simplifying document management for businesses. Our innovative platform empowers our customers to securely store, organize, and share files while maintaining compliance. Our Customer Success team is the cornerstone of our success, ensuring our clients maximize the value of our solution. We’re seeking passionate individuals to join us in delivering exceptional customer experiences and fostering lasting relationships.
OverviewAs a Customer Success Coach, you will be a vital member of our Customer Success Team, focused on ensuring our customers achieve their goals and derive maximum value from our platform! You will model our core values of “Delighting Customers” and “Prioritizing and Delivering Results” by providing timely and effective support through phone, email, and chat. Your day-to-day will involve proactively engaging with customers, resolving issues, and optimizing their journey to foster long-term satisfaction and retention.
Responsibilities
- Serve as the first point of contact for external customer support, providing timely responses, prioritizing, and escalating issues as needed
- Support our proprietary software platform via phone, email, and remote sessions, adhering to repeatable processes for consistency and efficiency
- Collaborate, problem-solve, and strategize with team members on upcoming meetings or customer issues, utilizing documented workflows to drive resolutions
- Handle approximately 10-20 inbound customer calls per day, contributing to the team’s goal of closing 250 tickets per month
- Review the customer journey, determine how it’s supported, and employ a consultative approach to assist customers in overcoming challenges and achieving their objectives
- Facilitate internal interaction and workflow within the Customer Success Team and with other stakeholders to ensure an exceptional customer experience at every touchpoint
- Follow established processes to maintain a seamless customer experience while identifying opportunities for improvement and standardization
- Work collaboratively with sales and marketing teams to enhance customer satisfaction, increase customer referrals, and develop compelling case studies
- Adhere to repeatable engagement strategies designed to foster long-term customer success and retention
- Maintain accurate and detailed customer notes within the HubSpot CRM system
Qualifications and Skills
- Bachelor’s degree preferred
- Familiarity with working in a CRM and/or ticketing system (HubSpot preferred)
- Proficiency with G Suite applications
- Experience with remote support tools
- Ability to scale approaches based on varying degrees of customer technical competence
- Excellent written and verbal communication skills, with a focus on delivering an enhanced customer experience
- Strong leadership skills and problem-solving abilities, with the capacity to manage multiple deadlines
- Highly organized and tenacious record-keeping skills, with the ability to log and maintain customer notes in relevant systems
Schedule: Monday - Friday (8:00AM - 5:00PM), Hybrid*On-site 3 days per week
Compensation: $20.00 Hourly
Your next great job is waiting for you. Apply today!
We offer employees weekly paychecks (direct deposit), and upon eligibility we offer health insurance (Kaiser), accrued paid sick time (Oregon Paid Sick Leave), and a retirement option (OregonSaves).