Customer Success Associate

4 weeks ago

Remote, Oregon, United States JobGet Full time

JobGet is the Social Job Network for the Everyday Worker. We're the fastest-growing app for job seekers in the service industries. JobGet serves a massive and underserved population that traditionally has not been supported in growing their careers and financial well-being.

We help people get jobs and want to make that process as frictionless and straightforward for as many people as possible. We're concentrated on providing the best experience, from job searching to community resources, financial support, and more.

Our mission is to help the Everyday Workforce thrive, and we look forward to you joining us in building a social job network.

Learn more about our culture here.

Who We Are

We've designed our values to be more than just buzzwords; they're things we can do. We hope that our culture reflects our values by our commitment to living them every day.

Make a Difference Every Day

  • Teamwork - We make time to help colleagues across JobGet succeed.
  • Excellence - We set ambitious targets, put in extraordinary effort, and persevere until we have accomplished — or exceeded — our goals.
  • Innovation - We're a team of creative, outside-the-box thinkers who thrive in a continuously evolving environment. To us, innovation is about questioning the status quo and always striving to do things better.

Have Unwavering Grit

  • Resilience - By remaining resilient and adaptable, we grow stronger as individuals and as an organization.
  • Accountability - We operate with an ownership mentality, where everyone feels a sense of responsibility to improve us and always act in the best interest of JobGet.
  • Speed - We make decisions fast and execute them even faster. Bias for speed is one of our core strengths and a key advantage over our competitors.

Grow Through Curiosity and Kindness

  • Respect - We treat each other with mutual respect and kindness and celebrate our differences.
  • Learning - We ask questions and seek to understand by being genuinely curious and communicative.
  • Culture - We believe that each of us is responsible for our culture. It requires self-discipline and the drive to contribute to something greater than ourselves.

What You'll Do

As the Customer Success Associate, you'll drive Customer retention and upsell strategy. This role is critical to ensuring customer satisfaction, product adoption, and expansion. You'll track the progress of our customer campaigns through the hiring funnel and make strategic suggestions on how to optimize.

Responsibilities

  • Onboard Customers and serve as the main point of contact along with Sales for a book of accounts.
  • Present Weekly, Monthly, and Quarterly Business Reviews to customers.
  • Ensure that customer queries and issues are efficiently resolved while delivering high-quality support.
  • Monitor and analyze customer metrics and develop strategies for improvement.
  • Your strategies will be data-driven and will drive clear ROI.
  • Collect customer feedback regarding the product and support services and collaborate with product development teams to drive product enhancements.
  • Address escalated customer support issues and collaborate with relevant teams for prompt resolution.
  • Work closely with other departments, such as sales and engineering, to meet customer needs.
  • Knowledge Base Building and Maintenance: Ensure that the support knowledge base is up-to-date and provides insights for content improvement.
  • Reporting: Regularly report to senior management on team performance, customer feedback, resolution, retention, and expansion metrics.
  • Documentation: Develop documentation for the customer success team to build a repository of training documentation, process, and product guides.
  • At JobGet, we're always learning and evolving our strategy. The successful candidate will be data-driven, have product marketing skills, and be strategic. You're not expected to come in and use an existing playbook; you'll be building it.

Who You Are

  • You're familiar with job advertising and have experience with programmatic buying.
    • A core part of the role will be supporting our customers on the progress of their job advertising. This requires using tools like Clickcast and other programs to monitor the levers to improve efficiency and report on performance. This technical aspect of the role is critical.
  • You're great at navigating through multiple teams that may include client stakeholders, internal stakeholders, and the client's technology partners.
  • You approach problem-solving with an analytical mind, thrive in ambiguity, and can drive clarity for the border team.
  • You identify areas of improvement in current processes in service of the team moving quicker and delivering value to our customers.
  • You have excellent presentation skills and, ideally, a sales background. You can translate and communicate customer sentiment.
  • You have a proven track record of translating and communicating customer sentiment and needs to internal business and product stakeholders to inform product improvements.
  • You are comfortable with identifying and creating an upsell strategy and understand the nuances of how sales and customer success partner. You've managed mature client relationships without sales, demonstrating the ability to retain clients while knowing when to upsell or cross-sell.
  • You're data-driven and ensure that decisions are not made based on assumptions. You report weekly updates in a data-driven way.

If you don't meet all the requirements, that's OK Just tell us what skills you have to be successful in this role.

Benefits & Culture

  • Flexible time off
  • Remote-first work environment - WFH
  • Flexible work hours
  • Medical, dental & vision - affordable employee and dependant plans
  • Parental leave - 12 weeks of fully paid leave
  • Employee stock options at a fast-growing startup
  • High happiness & belonging employee ratings
  • Awarded "2022 Best Place to Work" by INC. Magazine for exemplary manager effectiveness, perks, employee growth, and overall company culture

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