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Customer Success Associate

Host Compliance

Customer Success Associate

National
Full Time
Paid
  • Responsibilities

    ABOUT THE CUSTOMER SUCCESS ASSOCIATE POSITION

    Is INDEX/MATCH your favorite Excel function? Are you comfortable with SQL?  Is the "Checklist Manifesto" your favorite book? Are you a stickler for minor grammatical errors? Do you proofread your emails 3 times before sending them? If so we need to talk!

    We are looking for a obsessively detail oriented, insanely data savvy, and a proactive and responsive  Customer Success Associate to join our rapidly growing enterprise SaaS startup. You will support the onboarding and implementation of our software-as-a-service data products, and be the first point of contact for customer questions.  As such you will need to be a strong communicator and comfortable with picking up the telephone after the first ring, responding to emails within hours, and rapidly addressing customer concerns and questions. As we are in the business of data, you need to be extremely adept at managing spreadsheets and manipulating and matching large data-sets. To be successful in the role you will need to quickly become a product expert so you can quickly analyze and determine client business needs and devise creative and effective solutions, and you will constantly seek opportunities to improve or automate existing tools and processes. Organization, great communication, and accountability will be key to long-term success and enable you to play a key role in supporting future growth of the team. Most importantly, you should be resilient, able, and eager in tackling complex and/or unstructured problems.  If this sounds intimidating or stressful, please don't apply. :-)

    YOUR RESPONSIBILITIES:

    • Be primarily responsible for responding to email and phone calls from our customers to Customer Success--you do not have to know how to answer them all, but you must be responsive and timely, know where to get the answers, and be accountable for solving any problems.
    • Become an expert on the day-to-day operational tasks that we must do in order to deliver a high quality customer experience
    • Manage the customer life-cycle post sale, from onboarding to ongoing training, ultimately growing into the skill set where you can take ownership over customer implementations or products
    • Troubleshoot issues and problems that customers and/or other team members are having with our systems or product. Create bug tickets as appropriate
    • Analyze current systems and operational duties with the aim of increasing efficiency, fully automate wherever possible, and enhance current software features

    This role will be performed from home (assuming you are located somewhere in North America) as long as you have access to a professional work-environment and a fast internet connection.

    KEY CHARACTERISTICS AND SKILL FOR SUCCESS IN THE ROLE:

    • 1+ year experience in client-facing role(s), preferably in a B2B environment
    • Fast learner with an insatiable desire to expand their knowledge and skills
    • Impeccable attention to detail and a strong level of organization
    • Strong multi-tasking ability
    • Ability and willingness to both take direction and lead projects
    • Empathetic, personable, and positive
    • Driven to create and be a part of something bigger than themselves
    • Confidence to voice their opinion but need not always be right
    • Responsible and believe in team-wide accountability
    • Hands on experience with software-as-a-service and web technologies including:
      • Salesforce.com
      • Web-conferencing software
      • Google Apps including Gmail, Google Drive, Sheets and Docs
      • Ticketing systems like Freshdesk or Zendesk
    • Bonus points:
      • Experience working with big data sets and SQL
      • Experience working in software startups

    TOTAL COMPENSATION:  $35,000-50,000, depending on candidate experience and fit

    HIRING PROCESS:

    As a true meritocracy we do not have any particular requirements as it relates to prior work experience or physical location. That said, we care a lot about innate skills, attitudes and work-ethic. Our hiring process reflect this, and to find the perfect candidate we will test every candidate on the actual skills required to do the job successfully. Each test will require some time commitment from you, and we will only ask you to do additional tests if you pass the prior tests. This way we won't waste your time, while making sure that you are the perfect match for the job.

    WHO ARE WE:

    Host Compliance is a privately held tech company born in the heart of California's Silicon Valley but with employees all over North America (and the world). Our vision is a world in which the sharing economy works for everyone. We seek to contribute to this by being the leading independent and trusted third party that local governments can turn to for data, software tools and impartial advice on how to adopt and enforce Airbnb-style short-term rental related local rules that best serve the needs of all constituents in their communities. You can learn more about us from these new stories in the Wall Street Journal, CNN and Fox News.

    The team behind Host Compliance consist of an experienced group of data scientists, engineers and business people with backgrounds from Caltech, Harvard and McKinsey. The company is profitable and since launching out of Stealth mode in Q2 2016, it has grown extremely rapidly.

    We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability, or any other characteristic protected by federal, state or local laws.