Job Description
THE OPPORTUNITY:
We are ramping up for additional growth and are looking for a SaaS Customer Experience Manager to help build a top tier customer experience for our new Tikit.ai SaaS product. This role will be the first of a growing team and will be pivotal in laying the groundwork for customer acquisition and retention. To be successful, you must be customer obsessed, process focused, outcome oriented and exceptionally organized. Core responsibilities include onboarding new customers, ensuring all customers are successful with the product, gathering and validating customer feedback and optimizing processes for a superior customer experience. The Customer Experience Manager will be expected to help build, and continually improve an end-to-end customer experience from helping marketing with demand generation to recommending professional services packages that improve a customer’s implementation. The ideal candidate will have multiple years of experience in a customer success or onboarding role with a SaaS company, preferably with a technical background in SaaS software configuration or training.
ROLE RESPONSIBILITIES • Understand customer outcomes through frequent communication and constructive feedback • Become a Tikit expert, developing and maintaining domain expertise to benefit customers • Support a low-touch sales cycle via in-trial experience improvements and product demos • Own all new customer onboarding, high-level user training and post go-live support • Represent the voice of the customer in every core product, marketing and sales process • Collaborate closely with team members on support cases, renewals and upsell opportunities • Liaise with the product team on escalated customer requirements and technical issues • Run small process experiments, analyze outcomes and implement en masse if successful • Develop, organize and document successful methodology for future team growth
REQUIRED QUALIFICATIONS • Minimum 2 years of experience in a customer success or onboarding role with a SaaS company • Bachelor’s Degree in business, marketing, communications or a similar field • Experience implementing, configuring and troubleshooting SaaS software applications • Experience training end users to configure and use SaaS software applications • Experience with HubSpot CRM and Marketing Automation (HubSpot certs are a huge plus!) • Demonstrable technical and communication skills that translate via email, phone, chat and video • A true self-starter that prefers asking for forgiveness over asking for permission • A “trailblazer” excited to explore and document, making it easy for others to follow • A process fanatic interested in scaling their reach through systems and automation • An eye for detail and a fiery passion for “getting it right” without sacrificing speed • A willingness to learn about Microsoft cloud technology if not already familiar
PREFERRED QUALIFICATIONS • Experience implementing and configuring Microsoft Teams (Huge plus!) • Experience recording product demos and presentation videos for customers • Experience writing technical and marketing content such as knowledge or blog articles • Experience selling or implementing support ticketing or IT Service Management software
Qualifications
REQUIRED QUALIFICATIONS • Minimum 2 years of experience in a customer success or onboarding role with a SaaS company • Bachelor’s Degree in business, marketing, communications or a similar field • Experience implementing, configuring and troubleshooting SaaS software applications • Experience training end users to configure and use SaaS software applications • Experience with HubSpot CRM and Marketing Automation (HubSpot certs are a huge plus!) • Demonstrable technical and communication skills that translate via email, phone, chat and video • A true self-starter that prefers asking for forgiveness over asking for permission • A “trailblazer” excited to explore and document, making it easy for others to follow • A process fanatic interested in scaling their reach through systems and automation • An eye for detail and a fiery passion for “getting it right” without sacrificing speed • A willingness to learn about Microsoft cloud technology if not already familiar
PREFERRED QUALIFICATIONS • Experience implementing and configuring Microsoft Teams (Huge plus!) • Experience recording product demos and presentation videos for customers • Experience writing technical and marketing content such as knowledge or blog articles • Experience selling or implementing support ticketing or IT Service Management software
Additional Information
WHAT YOU CAN EXPECT FROM US: • A fast-paced, fun environment to work in. • We have great people all over the place, even one in New Zealand! • Top-quality equipment to work on. • Competitive pay and paid healthcare. • 401k plan & matching. • College savings plans. • Gym reimbursement and other fun perks as we come up with them. • Flexible hours (within reason). • Training and support to help you grow your career. • Fully Remote Company. • Three weeks paid vacation.
_IF YOU INTERESTED IN JOINING OUR TEAM, PLEASE APPLY! WE LOOK FORWARD TO CONNECTING WITH YOU. _
Cireson is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable. All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, severe/morbid obesity, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the organization, its clients, and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact a management representative. The Company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.