Customer Success Representative

Company: Civic Review
Location: Worcester
Posted on: March 19, 2023

Job Description:

Summary

• Civic Review is a small, profitable government software startup based in Logan, UT
• We're hiring our first full-time customer success representative
• We operate as a remote-first hybrid team, but fully-remote is welcome if you aren't near our office
• Qualified candidates are individuals who show the ability to learn quickly and can juggle multiple projects at once
• Work hours will be from 9-5 Mountain TimeAbout The CompanyCivic review is a Utah-based SaaS startup that provides software for local governments to help them manage their permitting and licensing process. Civic Review started in 2017 and currently consist of a team of 3 individuals. Since we serve municipal customers, overall revenue has been reliable and growth has been steady.What we're looking for:The Customer Success Representative (CSR) is responsible for helping new customers with implementation and onboarding of our product.We're looking for somebody who can help new customers get set up in our platform and provide ongoing customer support. This role is a good match for somebody who is excited about having an active role in setting up systems and processes designed to provide amazing implementation and support to customers with minimum effort.We're seeking a high-performer who can demonstrate the following qualities:
  • Intelligent, showing the ability to learn quickly and brainstorm solutions with customers
  • Strong organization skills and the ability to juggle multiple projects at once
  • Proactive in work environments and can take initiative to reach goals with customers
  • Experience with using software such as google docs, spreadsheets, or other platformsAs the CSR, You will get to---
    • Work closely with the founder to optimize the onboarding of new customers as they adopt Civic Review
    • Join an early team and grow with it
    • Work closely with customers (municipalities) and help them find ways of finding success with our product
    • Have a direct impact on company growth and direction
    • Have an opportunity to wear many hats and gain experience in various areas of the businessAbout the role:We strive to provide an amazing onboarding process for municipalities who sign up for our software. Our goal is to help customers get set up so they can hit the ground running and immediately see the impact of their purchase. You will be responsible for overseeing the entire setup process. During the setup process you will:
      • Work with municipal employees over video or phone to convert their existing paper-based forms into online forms in Civic Review
      • Strategize with municipalities to determine the best way to structure their new online workflow
      • Develop and execute training for new usersYou will also be responsible for providing ongoing customer support to existing customers through online chat, phone, and email during regular business hours.You will be successful in this role if you---
        • Meet commitments to deadlines set by yourself through weekly team planning and customer onboarding timelines
        • Receive positive feedback from customers regarding your ability to help them solve their problems in a timely manner
        • Can be relied on to execute onboarding and keep customers happy without help from the rest of the team
        • Are excited about working with the team to make improvements to our processes and business strategies
        • Show a willingness to occasionally accept other responsibilities outside your role (this is a small company, after-all)
        • Work well with the team and can establish a relationship of trust among your coworkers
        • For remote work, you have a distraction-free area for getting focused work done

Keywords: Civic Review, Worcester , Customer Success Representative, Other , Worcester, Massachusetts