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Real-time social media tracking

Customer Success Specialist

$45k – $60k • No equity
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Are you inquisitive?
Do you enjoy meeting new people and helping them solve problems?
Are social analytics appealing to you?

If you’re interested in building and maintaining relationships with names such as Spotify, Google or United Nations, then Keyhole may be the place for you.

Keyhole is a leader in Hashtag Analytics (try a Google search) and we're growing fast! We’re a small but mighty company, looking for a Customer Success Specialist to join our team.

At Keyhole, Customer Success is the first and most-important touchpoint for our customers. Our CS team is the face & voice of the company and sets the standard for how clients perceive us. The successful candidate will be responsible for end-to-end engagement clients, including: Customer Onboarding and Enablement, Support, Education and Experience.

How does being a part of choosing the next Crayola colour name sound? Or helping filter through Grammy nominations or Fashion Week posts with clients? Ever thought Amazon or Google would be reaching out to YOU for help? These are just some of the cool things our Success team gets to work on. Wait until you find out some of the other kickass clients we get to work with!

Are you excited? Great. Now read on to see if you’ll be a fit.

RESPONSIBILITIES:
* Own and manage all aspects of the customers’ experience when using Keyhole
* Answer customer queries via chat and email and demo via video
* Onboard new customers and maintain their accounts to help them grow
* Proactively reach out to existing customers to make sure they’re not facing any challenges
* Teach customers how to use the product and become Keyhole experts
* Monitor individual performance & customer service metrics
* Generate feedback from customers to continuously strengthen the product

MUST-HAVES:
* You have a way with words and the ability to sell and build lasting relationships with people
* Ability to understand and explain technical concepts to both technical and non-technical audiences
* A 'get shit done' attitude
* Self starter with proven initiative - Have an idea? Don’t wait for others, get started!
* You take ownership over your work and your customers know that you’re accountable
* You’re empathetic and know how to think like the customer; you believe that your customer’s success is your success
* Have at least one good joke prepared at all times (dad-jokes welcome)

NICE-TO-HAVES:
* 1+ years of customer success and / or account management experience
* Great understanding of social media platforms and experience with social tools
* Detailed understanding of customer engagement metrics and proven track record of driving results
* You have a talent for solving sticky situations, creating consensus and turning customers into raving fans
* Ping-pong or foosball skills

WHY KEYHOLE?
You get the perks that big companies can't offer:
* Awesome experience working for a fast-moving startup
* Ability to see your ideas and suggestions come to life in a company - Our media wall? That was a passion project that ended up being included in our actual product to all users
* Exposure to other brilliant minds -- we share office space with 30+ other startups and young professionals (most employees are under the age of 30)
* Weekly career development workshops located on site
* Team activities and weekly lunches
* Bucket List Bonus
* Did we mention unlimited coffee all day?

This position is ideal for recent graduates or motivated people looking for a rewarding role working for a fast paced startup.

Phew! You made it to the end, congrats! If this sounds like an exciting role for you and you’d like to be a part of the movement, then apply via AngelList and let us know a Customer Success story that you are most proud of.

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