Customer Success Associate

Aleran Software offers an intuitive cloud-based software for sales management/automation and associated B2B Ecommerce sites.  The product is sold as Software-as-a-Service and includes valuable tools that give knowledge to the sales process and offerings, including fully integrated sales order entry, order processing, commissions management, and Ecommerce site management in a single, affordable software solution.  The cloud-based connected offering includes a mobile solution useful in both connected and connectivity-challenged environments, wherein results are readily synched when connectivity is available.

We are seeking a Customer Success Associate to support our team in addressing customer issues and onboarding customers for a successful experience with our software solutions. This is a direct hire position based in the greater Minneapolis, MN area.  The position offers a competitive compensation and benefits package, including equity.

OVERVIEW

We are a start-up organization – you will be working directly with the executive staff and software development team in establishing customer service processes and escalation matters.  Further activities may include other customer interactions such as account set-up, conducting surveys, assisting in beta programs, conducting internal testing, etc. This is not a traditional “call center” customer service environment – you will be expected to think on your feet and to continuously identify ways we can be more effective in realizing customer delight within our business.

This position is generally an 8-to-5, M-F role with infrequent need for after-hours or weekend engagement.

ESSENTIAL FUNCTIONS

Responsibilities:

• Quickly become proficient in use of all aspects of the software.  Maintain this proficiency as new features are released.
• Demonstrate ownership and the ability to follow customer issues through to resolution.
• Timely respond to customer inquiries.  Provide resolution or escalation as required.
• Troubleshoot technical issues as raised by customers.
• Establish, working with the executive team, practices for case management, workflow process, and prioritization of needs.
• Meet goals established for customer satisfaction metrics.
• Participate in the creation of customer education, training, and marketing materials as availability and need permits, to include written communications, videos, PowerPoints, web updates, etc.
• Be willing to pitch in with whatever is needed around a small start-up office.  Our goal is that while the work is getting done this is also a great learning experience for you.

Qualifications:

• Experience supporting customers in a SAAS (software as a service) environment preferred but not required
• Experience in a support center environment required
• Two years or more in a customer-facing position required
• Strong desire to create exceptional customer experiences
• Skilled at identifying customer’s needs and the dimensions of human interaction
• Able to build trust with customers
• Ability to sense urgency and prioritize accordingly
• Attention to detail and desire to identify the core of issues
• Embraces constructive feedback and uses it to improve performance and output
• Looks for tough assignments to improve skills and keeps product knowledge up to date
• Exceptional written and oral communication skills with a focus on listening and questioning
• Professional decorum
• Microsoft Office tools, keyboarding, ability to learn and use tools such as Salesforce, Zendesk, etc.

Join our team

If you want to join our team, please send us an email with your cover letter, resume and portfolio to jobs@aleran.com. We look forward to hearing from you!