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Customer Success Specialist
ZappHireSanta Clara, CA, US4 days ago
Job type
- Full-time
Job descriptionLead discovery and product demos with prospects; guide them through how the product works Answer technical questions and position our product in the context of their systems Qualify fit, identify blockers, and advise on implementation details Create customer-facing collateral (e.g. videos, product FAQs) Maintain and update demo materials for our teams to use in pre-sales Customer Onboarding Lead customers from sales handoff to full implementation efficiently, working with them 1 : 1 Be their primary point of contact and assume full accountability for their onboarding Understand their goals and configure our product to meet their specific needs Train them on how to use the platform (e.g. integrate their data, perform common actions, handle edge cases) Create and maintain comprehensive docs for implementation best practices and FAQs Build strong customer relationships and long-term loyalty Identify churn risks and upsell opportunities Project Management — Create and share detailed implementation plans, timelines, milestones, open issues, and remaining steps Troubleshoot issues that arise, working with our product and engineering teams if new features are needed Proactively identify and escalate implementation risks; work with cofounders to solve them Identify feedback, requests, and weak areas of our product; share with our team to drive our product roadmap Work with external partners (e.g. sales partners, resellers, consultants) to align onboarding timelines across parties and systems Process Improvement - Understand the variations in our current processes and key gaps that hinder onboarding Create a standardized and scalable process that works for hundreds of customers Create customer education materials (e.g. demo videos) to reduce manual effort required by us Work with product / engineering to build features that improve customer onboardings Define + own + improve internal tracking mechanisms and KPIs for customer onboarding timelines 0 - 1 years of experience in a customer- facing role Previous startup experience OR explicit interest in joining an early- stage startup Hands- on experience demoing SaaS software to potential customers Familiarity with the construction industry. Experience with accounting concepts. Hands- on experience with b2b SaaS software implementations. This should be recent! 4 year Bachelor's degree at a good U. S. / Canada school (Technical (i. e. CS) degree is a huge plus) Able to debug / troubleshoot methodically OR aptitude / ability to learn technical concepts
We are looking for Customer Solutions Engineer for a YC backed ConstructionTech Startup. You'll guide customers through their journey with the platform, from technical sales support to hands-on onboarding, project management, and customer success. This is a unique opportunity to learn a complex b2b product in great depth, build long-term customer relationships, contribute to sales processes, work closely with the engineers, and join a team as it grows from $Xm to $XXm in revenue. You will report directly to the co-founder / CEO.
Responsibilities
- Customer Discovery -
work with Sales to qualify opportunities, acting as a technical expert :
— own customer onboardings end-to-end (alongside other teammates) :
project-manage each customer's implementation; manage many at once :
build tooling, templates, and automation to scale onboarding across hundreds of customers :
Requirements :
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Customer Specialist • Santa Clara, CA, US
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