Customer Success Representative

AnvlCustomer Success 3-5 Years

Job Description

Anvl’s Customer Success team is looking for a Customer Success Representative (CSR) who is a self-starter with strong interpersonal and organizational skills. The CSR plays a critical role in supporting Anvl’s customers by working with them to solve issues and provide solutions. The CSR’s initial focus will be to build Anvl’s customer support plan, including support ticket management, creation of knowledge articles and training documentation, and non-technical implementation of a new online help center. The role will also include supporting the Customer Success team in measuring service metrics for each customer and reporting on those as scheduled.

This role will have a career growth path to Customer Success Manager that will take on direct account management responsibilities with customers, including the implementation of Anvl and ongoing account success and growth.

Roles & Responsibilities

-Maintain and develop expert product knowledge for Anvl
-Answer product and/or process related questions posed by the customer base via email or phone calls
-Troubleshoot reported issues, develop a resolution plan and guide our customer through the corrective steps
-Escalate technical issues to the appropriate team for investigation and work with our product manager and engineers to understand and resolve complex issues
-Provide frequent, meaningful updates to customer regarding issue resolution status based on defined Service Level Agreements (SLAs)
-Follow up on tickets at predefined intervals until they are resolved
-Provide workarounds in the event permanent resolutions will take extended periods of time
-Work with other Anvl departments to resolve customer issues that require a higher level of subject matter expertise while maintaining ownership throughout the resolution process
-Update and maintain the Anvl knowledge articles as new features and products are introduced
-Identify challenges and trends and recommend changes to improve personal and team performance
-Turn customer feedback into actionable recommendations for our product team
-Close the feedback loop with users when bugs are resolved and feature requests are implemented
-Train customers on tools when needed, and inform them about additional service options
-Support other departments with projects as needed, such as testing the product and providing data
-Continually focus on improving our support processes as we scale

Required Knowledge, Skills, & Experience

-Excellent customer service skills - the ability to communicate clearly and concisely while also empathetic, accurate, compassionate, resourceful and conscientious
-Positive attitude and warm personality that shines through in customer interactions
-Bachelor’s degree or equivalent experience or aptitude
-2+ years of enterprise software support experience troubleshooting issues and providing solutions to an externally facing customer base, preferably in a SaaS (Software as a Service) environment
-Understanding of technical and usability logic within a software or SaaS platform
-Strong and proven written and verbal skills
-Experience in a team-oriented environment, with the ability to apply yourself independently as well
-Comfortable in a fast-paced startup environment

Desired Qualifications

-Hubspot, Intercom or other customer service and/or ticket software
-Trello, Slack, other project management software
-GSuite (Google)

Posted On

February 12, 2021