Customer Success Representative

4 days ago

Dedham, United States FAIRWAYiQ, Inc. Full time

Company Overview:


FAIRWAYiQ uses AI and automation to deliver 4-hour rounds of golf, transforming how golf course operations are managed.  


Join our dynamic and innovative golf tech technology company as we revolutionize golf course operations. Backed by cutting-edge technology and a passion for golf, we work with private clubs, multi-course operators, public and municipal golf courses to improve the player experience, offset labor shortages, reduce operational costs, and increase revenue at golf facilities. We are an industry leader in managing the pace of play, protecting the turf from cart traffic, and improving the player experience.  We track all types of play: caddies, walkers, and cart rounds.


Our solutions include software and various types of hardware, such as tablets installed on golf carts, GPS units embedded in golf carts, and mobile screen devices used by caddies, walkers, and private carts. 


Position Overview:


FAIRWAYiQ is seeking a motivated, proactive and organized Customer Success Representative (CSR) to support our customers’ ongoing success and ensure they maximize the value of our solutions.  The ideal candidate will work closely with the Customer Success Manager and Delivery Project Manager to assist with customer setup, onboarding, maintain customer satisfaction, and respond quickly to customer inquiries.  


The CSR will need to be available predominantly during business hours, but also be expected to handle occasional customer inquiries during the weekends.  


An interest in, experience in, or passion for golf is highly desirable.


Responsibilities:


  • Customer Support:  Serve as a key point of contact to customer inquiries, through the channels we offer (phone, email, support tickets), providing timely support for hardware and software troubleshooting, and escalating issues where needed.


  • Ticket Management:  Log, track and close support tickets in line with service level expectations.


  • Customer Setup:  Support the Delivery Project Manager in customer setup preparing for customer installation and onboarding.  


  • Customer Onboarding:  Support the Customer Success Manager in coordinating new customer onboarding, including initial training sessions, goal setting, and early-stage check-ins to foster early adoption and deliver value.  


  • Hardware Setup:  Assist, where necessary, in setting up new or replacement hardware for customers.  


  • Account Audits:  Proactively audit customer hardware health, feature usage, and customer goal progress.  Implement corrective actions to improve customer health scores and work with the Customer Success Manager to improve value.


  • Troubleshooting:  Work with the broader team to troubleshoot and drive customer issues towards resolution with urgency and transparency.


  • Documentation: Write how-to articles and record videos that will expand our knowledge base for customer education and self-service.


Qualifications:


  • 1-3 years of experience in customer support, with a focus on technology-related projects preferably for SaaS companies.


  • Comfortable with supporting customers for both hardware devices and application software.  Training will provide you with specifics required.


  • Ability to act with a sense of urgency to solve customer problems.


  • Extremely strong organizational skills and attention to detail.  You naturally think a lot about improving your productivity.


  • Excellent communication skills.  Ability to communicate technical information to a non-technical audience.


  • Friendly, professional and enthusiastic about interacting with customers regularly.


  • Familiarity with technology and tools similar to Pipedrive CRM, Notion, Zendesk, Google Sheets/Docs, Vidyard, ActiveCampaign, Monday.com, ChatGPT is preferred.  Ability to implement no-code (i.e. Zapier) automations is a big plus.


  • Ability to work collaboratively with cross-functional teams and manage multiple stakeholders.


  • Strong problem-solving abilities, with a knack for understanding complex customer challenges and crafting tailored solutions


  • A passion for delivering amazing customer experiences and exceeding customer expectations.


  • Self-motivated and results driven. You thrive in a dynamic startup environment and are passionate about contributing to our growth.


  • Continuous learner with a desire to dig deep into new business, project management and technology topics.


  • Bachelor’s degree is desired but not required.


  • An interest in golf is preferred, to better align with our mission and client base.


  • Previous experience in the golf industry at a technology provider is a plus.


  • Previous experience in startups is highly desirable.


Location and Work Arrangement:


This role is based in our Dedham, MA office, where the CSR is expected to work most of the time.  Flexible work arrangements are available as needed to support a balanced and effective work environment.  Occasional travel to customer sites across the Unites States.  


Required limited availability on weekends depending on customer needs.



What We Offer:


  • An exciting opportunity to join a high-growth technology company that's reshaping the golf operations landscape.


  • Competitive compensation package. Base, 401(k) and Benefits.


  • Dynamic co-working office with the option for remote work, as needed and possible.


  • Our company offers unlimited time off to support a healthy work-life balance. We trust our employees to manage their time responsibly and take the time necessary to recharge and stay productive. Taking time off can improve performance and creativity, and we encourage our team to take advantage of this benefit as needed.


  • The chance to work with a dedicated and creative team that shares your passion for both technology and golf.


  • Opportunities for career growth and advancement as we execute our vision.


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