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Customer Success - Engagement Representative

The Why

As consumers, we have plenty of ways to talk online about the service we have received but we don’t have the same friction-free ways to engage in-the-moment with real people at the businesses we visit. Kipsu provides a new way for businesses and guests to engage through real-time digital channels, transforming what it feels like to give and receive great service.

The What

Kipsu is seeking a driven and positive-minded individual who loves solving problems, thrives in ambiguous environments, and is comfortable analyzing data. You will contribute immediately as a key player on a fast growing Customer Success team. Specifically, we are seeking a team member to join our Customer Engagement team within Customer Success.

Your primary duties as a Customer Success - Engagement Representative will be:

  • Building relationships with customers by proactively reaching out to them via phone, email, text, carrier pigeon, or by any means necessary!
  • Conducting individual and group customer webinar trainings and quarterly business reviews
  • Consulting with our customers and finding creative ways to ensure they get the most value out of the Kipsu platform
  • Handling a multitude of incoming customer questions and requests, and treating every customer partner like they are our biggest account
  • Representing the voice of the customer internally by taking feedback from the frontlines and sharing it with other departments
  • Pulling and analyzing troves of data to demonstrate value to our customers
  • Recognizing customers with churn risks and proactively working to eliminate those churn risks
  • Stepping into different roles (such as customer training or support) when the time calls to help our team provide an exceptional customer experience
  • Viewing every interaction with our customers as an opportunity for education and consultation
  • Applying a hospitality mindset and approach in serving our customers
  • Providing such great service that our clients recommend us to others in their industry
  • Working through multiple software platforms such as: Google Apps, Salesforce, Zendesk, RingCentral, MailChimp, GoToWebinar, Gmelius and anything else that will help us build great relationships

The Who

You are:

  • A high energy, high achieving, emotionally intelligent professional ready to come in every day and kick some butt
  • Someone who embraces a “growth mindset” and loves to constantly learn new things
  • Knowledgeable and passionate about working in the tech startup space
  • Looking for an opportunity to get your foot in the door in an entry level customer success role
  • The kind of person who enjoys going deep on a topic and getting to know an industry
  • More interested in building a company that will change the world and joining “a cause” rather than punching a clock
  • Willing to hop on a plane from time to time to meet with and train our customer partners
  • Interested in a tight-knit team that enjoys happy hour and team lunches together

Our Requirements

  • Excellent communication skills in both writing and speaking
  • A great attitude and a love for helping others succeed; a willingness to “roll up your sleeves”
  • 1 - 2 years experience on a Customer Success team or other customer service team desired
  • Previous experience in the service/hospitality industry desired
  • Knowing how to utilize teammates and resources to find the best solution to any problem
  • Ability to multi-task and work independently under pressure without constant guidance
  • Consistently over-deliver on any promise we make to a customer
  • Cool and calm demeanor when customers are neither cool nor calm
  • Unyielding resilience, strong work-ethic, and an innate drive for personal success
  • Creative thinking and the desire to improve processes and resolve inefficiencies
  • Excellent problem-solving skills; if you’re the go-to person in your current department for escalated or difficult issues, that’s a good sign
  • A demonstrated capacity to be a team player
  • A Bachelor’s degree from a four year university or equivalent (2-year degree with 2+ year tenure in a customer-facing position)

Please Note...
Kipsu offers top notch 24/7, 365 day support to our customer partners. This role may require occasional non-standard working hours including weekends and holidays.

Interested? Please apply with your resume and a cover letter. In your resume, please tell us...

  • Why you're excited about Kipsu,
  • What your understanding of the role is, and
  • What you're hoping to accomplish in this opportunity.

We look forward to hearing from you!

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