Customer Success Analyst

• Ability to manage Tier 1 technical issues gained through experience, education or a combination of both.
• Strong communication skills that enable the assistance of both internal and external stakeholders through written documentation and verbal customer support.
• Positive attitude and solutions-focused approach to providing customer support for both internal and external questions.
• Conscientious and detail-oriented with an ability to create comprehensive process documentation.
• Outgoing nature and willingness to answer phone calls, emails and/or tickets or respond to queries directly with customers.

What to Expect

Within One Month

• You’ll start to familiarize yourself with our practices and processes
• You’ll start learning our product and domain
• You’ll work with the Head of Customer Success to build out the process and function for the Customer Success organization
• You’ll start to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients
• You’ll experience a company stand-up

Within Three Months

• You’ll have to familiarize yourself with our practices and processes
• You’ll continue learning our product and domain
• You’ll continue to work with the Head of Customer Success to build out the process and function for the Customer Success organization
• You’ll continue to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients
• You’ll start answering incoming client requests for assistance via our ticketing systems
• You’ll start taking on call shifts to support clients with critical issues through escalation pathways
• You’ll become familiar with our collaboration tools (Slack, GitHub, Jira, GSuite, and Confluence) and engage with our culture and channels

Within Six Months

• You’ll be fully onboarded into our CSA role
• You’ll work to improve our practices and processes
• You’ll have a solid understanding of our product
• You’ll continue learning our domain
• You’ll continue to work with the Head of Customer Success to improve processes and functions for
• the Customer Success organization
• You’ll continue to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients
• You’ll continue answering incoming client requests for assistance via our ticketing systems
• You’ll have regular on-call shifts to support clients with critical issues through escalation pathways
• You’ll attend one of our company-wide celebrations

Why people enjoy working at Semaphore

• Competitive base salary of$69,500 - $84,000, depending on location and experience
• Competitive vacation time and sick leave
• Extended health coverage and a health spending account
• Flexible, remote-first work with a focus on sustainable workloads
• Company on-sites and opportunities to build real connections
• Annual professional development budget and growth support

Salary: $69,500 - $84,000

Originally posted on Himalayas