Customer Success Specialist

Austin, Texas or Remote

About System Surveyor:

System Surveyor is NOT your typical software company. We’re leading the digital transformation movement in IoT related industries with an easy-to-use mapping platform used by thousands. An award-winning Austin “A-List” company. System Surveyor provides a Business to Business (B2B) Software-as-a-Service (SaaS) solution to professionals in the Physical Security, IoT, Audio-Visual and Smart Building industries. Poised for rapid growth in 2021 and beyond and we need dedicated and ambitious team players with a self-starter attitude and willingness to develop and grow. As an instrumental team member, you’ll have access to the best software tools for providing customer success and a great team to grow with and have fun!

Summary

The Customer Success Specialist is responsible for assuring that our users are realizing the most value possible from the System Surveyor platform. In this role, you are a trainer, coach, advisor, and problem solver who will engage with potential, new and existing users of System Surveyor to understand their needs, provide daily support, and work to ensure our customers discover all the benefits of our platform. The effectiveness and success of the Customer Success team is measured by active usage, customer retention, and customer feedback. This role reports to the VP of Sales and Marketing and has extensive interaction with product management and product development teams to help deliver even more value to our clients.

Essential Duties and Responsibilities:

Core duties and responsibilities include the following:

• To be an expert user of System Surveyor software
• To be knowledgeable of customer segments, personas, and use cases
• Engage with users and potential users via phone, demo, webinar to provide guidance, assistance, and training to promote and maximize user benefits
• On-board new accounts to ensure user adoption and early success
• Provide and manage support requests, issues, and bugs from users, tracking activity and performing follow-up communication to users
• Monitor user account activity to identify and proactively engage with users showing potential for growth and/or underutilizing the solution
• Sales overlay support for Account Executives to drive land and expand growth
• Assist with content and communications related to marketing resources, sales activities, platform changes, updates, issues, or maintenance
• Achieve established objectives with respect to account expansion & user retention
• Serve as internal “customer advocate”

Required Knowledge, Skills and Abilities:

• Must have ability to establish a friendly “personal connection” with users
• Must be able to train others professionally and effectively via email, chat, telephone, and web conference
• Must have amazing aptitude with computer skills as well as web-based and mobile applications
• Generally knowledgeable in business operations and basics of invoicing
• Strong analytical and problem-solving skills
• Comfort supporting and collaborating with sales team committed to achieve sales goals
• Must be able work effectively in a remote office environment and self-manage to achieve objectives

Related Work Experience:

• A minimum of 2 years-experience in a customer-facing support role for B2B software or technical solution
• Extensive experience and comfort with common online applications
• Ideal candidate has experience with customer relationships management (CRM) and/or customer support and ticketing software
• Ideal candidate would have exposure to fields such as physical security, audio-visual, IT or other system design industry but not required
• Strong history of achieving high customer satisfaction scores and professional references

 Formal Education or Equivalent:

• At least 48 college credit hours completed, or 4+ years of experience in a related role or capacity

Work Environment:

• System Surveyor is a virtual company with HQ in Austin Texas. Team members work virtually with regular lunches and in-person team meetings
• A laptop and technology tools will be provided
• Requires access to a professional location for virtual work
• Wi-Fi and video conferencing-friendly setup is necessary

Compensation:

Market competitive salary commensurate with experience plus eligibility for equity opportunity after 90 days.

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