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The Simplest Way to Create Internet of Buildings and Cities

Customer Success Specialist

$70k – $90k • 0.0% – 0.05%
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We are looking for a Customer Success Specialist who will:

- Maintain a customer-first mentality in all aspects of the job.
- Own the health of your client relationships in all respects: product utilization, user training, campaign success, contract renewal, and beyond.
- Protect our company growth by minimizing churn. Identify renewals due in the next 90 days and contact customer to start the process
- Work closely with potential and existing customers throughout their Senseware journey to develop customer relationships that ensure the highest satisfaction and promote retention and loyalty. This includes:

- Talk to customer (phone/webex/in person) about the platform and perform demos to support the sales team
- Scope projects, remotely and on-site
- Work with the sales team to put together quotes
- Own the onboarding and fulfillment process to ensure completion on a timely manner and proactively communicate with client the status of each stage and manage expectations (training, fulfillment, shipment, install)
- Be the customer main POC and route questions to the appropriate team members and relay answers to customer or ensure that answers are provided by the delegated team member
- Understand customers needs and operations to help drive expansions

- Proactively collaborate with product, sales, and marketing teams to serve as the voice of the customer
- Grow existing business by identifying cross-sell and upsell opportunities when there is alignment with Senseware products and services that help customers achieve their desired outcomes
- Identify customer challenges and proactively suggest better solutions and strategies
- Participate in weekly meetings with team to go over status of onboarding for the different deals in the pipeline and assign pending tasks to other team members related to support, training, installation, fulfillment, etc.
- Use Intercom to find a list of inactive customers and proactively reach out to them to increase utilization and value provided to meet their objectives
- Detect and respond to key stakeholder changes within each customer. Support onboarding of new contacts with consultation and best practices
- Coach customers to become product experts to drive self-sufficiency
- Capture customer experience and product feedback for the company
- Solicit customer references and case studies
- Contribute to development of playbooks and tools used to drive customer engagement
- Use CRM software and develop best practices to track all customer service interactions
- Help with hardware assembly and fulfillment as needed
- Help troubleshoot hardware or software issues/bugs
- Help with the product knowledgebase and document knowledge to strengthen the areas where customer have questions/difficulties
- Meet and strive to exceed individual monthly, quarterly and annual goals
- Build creative solutions within constraints of existing networks, systems, and policies

About you…
- Have a college degree in science, engineering, or similar degree
- Have technical aptitude and ability to learn hardware and software programs
- Experienced with CRM software (e.g. Salesforce) is a plus
- Experienced with implementing Smart Building or HVAC systems in buildings is a major plus
- Desire to work in a startup environment, with proactive mindset and minimum need for supervision
- Persistence and determination to deliver results
- Excellent communication and management abilities
- Well organized and strong work ethic
- Outgoing, personable and fun

What we offer
- Significant growth and advancement opportunities
- Unlimited paid time-off
- Medical, dental and vision coverage
- Casual dress code
- Fun, entrepreneurial work environment
- Friday catered lunch and Daily snacks

Senseware at a glance

The Simplest Way to Create Internet of Buildings and Cities

Senseware focuses on Internet of Things, Commercial Real Estate, Smart Building, and Smart City. Their company has offices in Washington DC. They have a small team that's between 11-50 employees. To date, Senseware has raised $1.035M of funding; their latest round was closed on June 2015.

You can view their website at http://www.senseware.co or find them on Twitter.

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