End User Customer Success Associate
About the organization
Parsyl was founded in 2018 with a mission to end the days of ship and pray. We use data and technology to protect essential supply chains with modern risk management and more comprehensive insurance coverage. We're building a world where everyone, everywhere can trust the quality of goods they rely on, from the foods they eat to the medicines they need.
First and foremost, you will be responsible for ensuring that our end users have a great experience with Parsyl. You will be the first point of contact for incoming end user requests and will be responsible for understanding, troubleshooting, and ensuring resolution of all issues submitted by or on behalf of our customers. On top of that, you will have an opportunity to lay the foundation for the end user customer success and support team. The successful candidate will have multiple career growth paths both on the Customer Success team (for example leading the end user success team or becoming a customer success manager) and with our fast-growing company!
While a technical background is not required, high performance will lie in understanding the intricacies of how our products work from a user perspective across our platform, including our sensing devices, data transfer capabilities, mobile applications and web application.What you’ll get to work on:
Troubleshoot customer questions, perform root cause analysis, triage items to appropriate parties and follow through to their resolution.
Work with the entire customer success team to design, implement and improve end user customer success processes, including how issues are submitted, tracked and communicated.
Manage interactions between end user success and other departments pertaining to customer questions, issues, suggestions and product improvements.
Develop, monitor, and report on end user customer success metrics.
Minimum of two (2) years of B2B SaaS customer success, operations or account management experience or an equivalent combination of education and experience
Experience in customer success, support or service
Ability to successfully prioritize in a rapidly changing environment
Capable at getting to the root of problems and resolving them quickly
Calm, respectful and solutions oriented when working through customer issues
Excellent written and verbal communication skills
Highly organized with acute attention to details
Comfortable digging into data to understand root cause of customer issues
Equal Opportunity Employment
The posting employer has certified that this announcement complies with Peace Corps’ Equal Opportunity Employment policy:
The Peace Corps is committed to providing equal opportunity to all employees, Volunteers, and applicants for employment and volunteer service. Peace Corps policy prohibits discrimination and harassment because of race, color, religion, sex, national origin, age (40 or over), disability, sexual orientation, gender identity, gender expression, marital status, parental status, political affiliation, union membership, genetic information, or history of participation in the Equal Employment Opportunity process, grievance procedure, or any authorized complaint procedure.
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