Customer Success
1 month ago
We are all about enabling manufacturing enterprises to crowdsource their knowledge from the factory floor with a bottom-up approach. A mantra that also lives strong within SwipeGuide We are now looking for an additional Customer Success & Enablement Specialist to join our small, close-knit CS team and work closely with Molly and Adele on customer enablement, onboarding, and account management strategies to deliver value to our global manufacturing customers. Your mission? Maximise customer retention and expansion by providing exceptional customer service and support. You will help our customers better understand and find value in the products and services we offer and achieve impact throughout the entire customer journey. YOUR RESPONSIBILITIES AS THE CUSTOMER SUCCESS & ENABLEMENT SPECIALIST You will work closely with various departments, including Sales, Product Development, and CS, to identify training needs and design customized learning solutions. You will work closely with your EU Enablement counterparts to support the company’s growth and success. A day in the life of the Customer Success & Enablement Specialist could look like this: Customer Success: Serve as the main point of contact for assigned clients, proactively engaging with them to understand their needs and identify opportunities for upselling or cross-selling additional products or services, whilst also responding to their inquiries and troubleshooting technical issues via email and chat during US hours. Resolve client issues and escalations in a timely and effective manner, ensuring high levels of customer satisfaction. Onboard new clients, ensuring they have a smooth transition and understanding of our products or services. Enablement Collaborate with US and EU Enablement teams and subject matter experts to assess training needs and develop learning objectives. Develop and deliver training materials and sessions, including presentations, manuals, workshops, and online courses, tailored to the needs of different teams and roles. Evaluate the effectiveness of training programs through assessments, surveys, and feedback mechanisms, and make recommendations for improvements. WHO ARE WE? We are SwipeGuide. We are on a mission to empower frontline teams. Imagine working on a busy production line, relying upon outdated work instructions and inadequate on-the-job training. It’s time to simplify how people work and learn at the frontline. We offer a frontline 'how-to' SaaS platform for collaborative and connected work at scale and a “know-how” platform for simplified skills management for factory teams. These platforms help global manufacturers drive operational excellence through standard work and frontline skills development hassle-free. We all know that a digital future is unavoidable, and we're providing the software essential for digital transformation in manufacturing. WHAT'S IN IT FOR YOU? Unlimited holidays (and it works - our average PTO for the company is 29 days per annum); Remote & Hybrid working opportunities with a cozy environment in our Minneapolis office; Small, very collaborative team that want to help you progress your career; Competitive monthly compensation; A challenging environment to develop your personal and professional skills with a lot of freedom to take on ownership; You'll be in a fortunate situation to make a high impact at a young tech company; A chance to learn from other people's mistakes - we share and celebrate failures on Tuesday in the SwipeUp session; A culture that you can be proud of. ESSENTIAL ATTRIBUTES TO BE A SUCCESSFUL CUSTOMER SUCCESS & ENABLEMENT SPECIALIST: Bilingual in English & Spanish; +/- 2 hours of central time zone, Minneapolis preferred, but not required; Tech savvy - able to get comfortable with our technology pretty quickly; Experience in a customer-facing role, such as customer success/service or sales; Strong communication and presentation skills, with the ability to build rapport and trust with clients whilst engaging and inspiring learners; The organizational skills of an air-traffic controller; Ability to listen and consult with customers and become their trusted advisor; The drive and curiosity to learn our product so you can solve any challenge for our customers; A self-starting, autonomous person who solves problems pragmatically; A growth mindset NICE TO HAVES TO BE SWIPEGUIDE’S NEXT CUSTOMER SUCCESS & ENABLEMENT SPECIALIST: Experience or formal education in manufacturing, supply chain, industrial engineering, education or a related field; Experience in customer enablement and customer success for a SaaS company would help you get off the ground quickly; Proficiency in CS tools and learning management systems (LMS) and other training technology platforms is a plus. WHAT ARE YOUR FUTURE COLLEAGUES SAYING ABOUT SWIPEGUIDE? ''I thought I’d learn some things, but I've learned so much more than I thought I ever would - 10/10 opportunity'' - Vlad (Senior Full-Stack Developer) ''SwipeGuide gives me hands-on experience in how to build a company from scratch alongside really passionate people. The gap between who I am and who I wanna be as a professional gets smaller every day here, and that's what defines a good workplace for me'' - Ingrid (Customer Enablement Lead) ''I love the atmosphere of collaboration. It really feels like everyone here cares about our product and genuinely wants it to grow and succeed. That's a healthy kind of place to work.'' - Chris Content Marketer. #J-18808-Ljbffr
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