Customer Success Careers

Customer Implementation Specialist (all levels)

What You’ll Be Doing:

• Working with an amazing team of smart, curious, and helpful Support specialists, within the larger Customer Success (CS) team, as you onboard customers and help them find success with our products.  
• Structuring onboarding sessions as conversations that employ active listening and user-driven experiential learning, collecting client goals and architecting a plan for implementation.
• Working with a suite of tools for Support and CS including Zendesk, Amazon Web services, Cloud9, Confluence, and Google Sheets.
• Contributing to or own documentation of technical instructions, troubleshooting knowledge bases, and/or cross-functional and internal processes.
• Flexing an existing skill set including data, reporting, database management and some light to intermediate programming skills. 
  

What We’ll Expect From You:

• Bring a consultative mindset - you’re an advocate for our customers and value relationships with them through responsiveness and effective communication.
• A natural sense of curiosity to learn and improve yourself as well as the capabilities of the team.
• Ability to learn and implement new technical skills quickly.
• A tolerance for “failing fast” which means the ability to try something, possibly fail, learn from the experience, and apply that learning in the future.
• Consistently demonstrate commitment to the Implementation and Customer Success team as a whole, demonstrating accountability and flexibility.
• Experience working with data, relational databases, and/or a programming language such as SQL or Python.

Customer Support Specialist (all levels)

What You’ll Be Doing:

• Working with an amazing team of smart, curious, and helpful Support specialists, within the larger Customer Success (CS) team, as you assist customers in finding success with our products.  
• Managing the Support ticket queue by researching solutions and communicating with customers over email and phone.  
• Working with a suite of tools for Support and CS including Zendesk, Amazon Web services, Cloud9, Confluence, and Google Sheets.
• Learning from scratch or flexing existing light coding skills such as expression writing.
  

What We’ll Expect From You:

• Bring a consultative mindset - you’re an advocate for our customers and value relationships with them through responsiveness and effective communication.
• A natural sense of curiosity to learn and improve yourself as well as the capabilities of the team.
• A tolerance for “failing fast” which means the ability to try something, possibly fail, learn from the experience, and apply that learning in the future.
• Consistently demonstrate commitment to the Support team, demonstrating accountability and flexibility.

Customer Experience Specialist (all levels)

What You’ll Be Doing:

• Working with the Customer Experience (CX) team to enhance and refine our practices for an emerging department. 
• Working with clients from the close of the sales cycle through their partnership with IdeaRoom, continually defining our value.
• Working with an amazing team of smart, curious, and helpful Implementation Specialists, within the larger Customer Success (CS) team, as you help prepare customers to find success with our products.  
• Conducting account reviews and business reviews to continually give our customers a feedback loop for their experience with IdeaRoom products. 
• Conducting meetings with your customers in order to establish and maintain a relationship with them for success with IdeaRoom.
• Working with a suite of tools for CX including Zendesk, Hubspot, Confluence, and Google Sheets.

What We’ll Expect From You:

• Bring a consultative mindset - you’re an advocate for our customers and value relationships with them through responsiveness and effective communication.
• A natural sense of curiosity to learn and improve yourself as well as the capabilities of the team.
• Ability to learn and implement new technical skills quickly.
• Ability to conduct yourself with professionalism and confidence when interacting with clients. 
• A tolerance for “failing fast” which means the ability to try something, possibly fail, learn from the experience, and apply that learning in the future.
• Consistently demonstrate commitment to the success of our clients with all IdeaRoom products.