Customer Success Specialist

Wilmington, North Carolina, United States Full-time

Job Description:

We’re looking for a Customer Success Specialist to join the team at Untappd. The primary responsibility of this role is to ensure our thousands of existing Untappd for Business customers are engaging with the software platform. The Customer Success Specialist will be in regular one-on-one contact with customers to encourage the use of the platform’s robust feature set. Success in this role will be measured by the renewal of service among existing customers and overall customer health.  We want a self-starter who will go above and beyond to ensure healthy, happy customers and will bring a dynamic, positive personality to our team.

Responsibilities:

  • Proactively manage a large portfolio of assigned customers to deliver consistent value across the entire lifecycle of annual and monthly subscriptions
  • Ensure customers are utilizing the platform to the fullest potential by identifying their individual goals and translating that into the features available in the Untappd platform
  • Approach all situations with curiosity and creativity, always going the extra mile to ensure your customers are successful
  • Resolve issues independently or in collaboration with other Untappd for Business teams across the organization
  • Share best practices for analyzing product usage, deliver in-app guidance, and leverage the Untappd for Business platform to maximize customer experience

Requirements:

  • Proven ability to manage multiple priorities at a time, while maintaining sharp attention to detail and composure under pressure
  • 1+ years of experience in Account Management or SaaS Customer Success roles with a verifiable track record of customer retention and growth
  • Familiar with Customer Engagement tools (e.g., Salesforce, ZenDesk, Freshdesk) and Customer Success platforms (e.g., ChurnZero, Gainsight, ClientSuccess)
  • Proficient in Google Suite (Gmail, Google Docs, Sheets, etc.).
  • Experience delivering customer-focused solutions
  • Excellent listening, negotiation and presentation abilities
  • Strong verbal and written communication skills
  • Comfort speaking by phone with dozens of Untappd for Business customers each day
  • Self-starter attitude and motivation to improve processes
  • Intellectually curious and desire to learn new technology and applications
  • BA/BS degree in Communications, Marketing, or related field

About Untappd:

Untappd is the leading software company in the beer industry and is one of the most highly recognized companies in alcohol-tech. With a veteran executive team and an equally passionate staff of 95 employees (and growing), we are poised for rapid growth. In addition to being part of a prominent tech company, you will receive highly competitive pay and bonus incentives, full insurance coverage (including vision and dental), paid lunches, downtown parking pass, and free beer on tap. Our software is used by tens of thousands of businesses and millions of consumers around the world and has won numerous awards including:

  • #150 on the Inc. 5000 list of fastest growing US companies (#1 in North Carolina!)
  • #53 on the Deloitte Technology Fast 500 list of fastest growing companies in North America (#1 in North Carolina!)
  • ‘Best New App’ in the Apple App Store
  • #98 on the Entrepreneur magazine’s list of 360 most entrepreneurial companies
  • Featured in dozens of leading media outlets including Time, The New York Times, The Wall Street Journal, TechCrunch, and Forbes

This is a full-time position based in beautiful Wilmington, North Carolina. If challenging work and a dynamic start-up environment is intriguing to you, please reach out! We’d love to spend more time talking to you.

 

Apply for this opening at http://untappd.recruiterbox.com/jobs/fk0j8nq?apply=true