Overview

DESCRIPTION

Start date is January 1st, 2019

Databox, a software company that helps other companies monitor, report and improve their performance, is looking for a Customer Success Specialist to drive product adoption by helping new users get set up, understanding customer’s goals to expand usage and value, and creating documentation. The ideal candidate has experience in customer service and is an expert in multiple SaaS tools. They also are passionate about solving problems and helping customers be successful.

Specifically, you will:

  • Become a product expert and understand how to use each tool for a variety of use cases
  • Manage support cases to completion for all client types, including free users
  • Manage live chat to assist customers in getting set up with their initial reports built
  • Create documentation that enables customer self-service while leveraging those resources in customer communication
  • Identify software bugs and collaborate with our Product team to resolve them
  • Develop and implement process changes that increase efficiency and improve the customer experience

The Business intelligence space is estimated to be a $16B industry, yet no company has figured out how to go to market at such a low customer acquisition and support cost as we have. Join us and help us deliver business intelligence to the millions of companies who don’t have it yet, and disrupt the entire space.

REQUIREMENTS

The best candidates will excel at the following:

Customer problem solving: When you interact with a customer, you can quickly uncover their true objectives and can help them chart a path to getting what they want out of a product. You can teach others to do this too.

Software knowledge: Experience using popular software in the marketing, sales and services functions like HubSpot, Drift, Helpscout, Intercom, Mixpanel. (We use all of these tools and because we integrate with these and 60+ other tools, our customer support team must understand these tools intimately.)

Technical skills: Our goal is to simplify how companies can implement performance tracking without technical skills. However, developers can build on our platform using SQL databases, our APIs and our custom query builder. So, experience with software development, database design and analytics tools is a plus.

Collaboration: You love working with people and know how to effectively communicate with other team members to get the job done. Achieving goals as a team is more rewarding than as an individual.

ADDITIONAL SKILLS NEEDED:

  • Strong communication and interpersonal skills
  • Analytics and troubleshooting skills
  • Ability to work in a fast-paced, changing environment

BENEFITS

We offer competitive salaries, benefits and opportunities for accelerated growth. The role is remote with opportunities to meet with other US employees in the Cambridge/Boston area. Since our team and customer base is international, this is an opportunity to work in a fast-paced environment with a flexible schedule. Our management team is made up of leaders in the tech space who have experience building & growing companies (ex-HubSpot, Intera, and Litmus).

You’ll gain an invaluable experience, make strong connections, have fun and get exposure to other growth opportunities.

 

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About Databox

Databox pulls all your business data into one place, so you can track performance and discover insights in real-time.