Customer Success Specialist

What the company does ?

The mission is to empower building materials suppliers with exceptional technology. Over $1 trillion worth of building materials are purchased annually in the US, with a significant portion of transactions occurring in on-prem point-of-sale systems. The goal is to transition these transactions online, ultimately enhancing experiences for contractors and homeowners alike.

What you’ll achieve in this role ?

At its core, the responsibility is to ensure that clients feel supported, valued, and successful in reaching their objectives. As a member of the Client Success team, the individual will manage inbound client communications through platforms like Intercom, Dialpad, and email, ensuring swift and effective responses. This position involves direct reporting to the Head of Client Success and plays a critical role in shaping how the company delivers support to clients, emphasizing revenue retention (GDR) and driving enhancements across the platform and team operations.

Your role and focus will be to ?

• Serve as the primary point of contact for client inquiries through support channels – email, Dialpad, and Intercom.
• Troubleshoot and resolve client issues swiftly, with clarity and empathy, ensuring that clients feel acknowledged and supported.
• Develop extensive knowledge of the company’s products and specialties, particularly in the paint and hardware sectors, to provide accurate support, advice, and solutions.
• Integrate the client voice into the product roadmap, collaborating with product and engineering teams to strengthen the platform.
• Educate clients on effective usage of the services provided and share insights on upcoming features to optimize their success.
• Cultivate strong relationships with clients, ensuring ongoing satisfaction to prevent churn and positively influence the Client Success team’s primary metric, GDR.

Requirements ?

• Exceptional communication and structured reasoning abilities that facilitate de-escalation of challenging situations and build trust.
• Active listening skills, internal collaboration, problem-solving capabilities, and a bias for action.
• A robust desire to forge meaningful client relationships, understanding their unique needs, use cases, and challenges.
• Enthusiasm for joining a dynamic team, with the ability to operate independently, adapt to change, and proactively navigate unclear situations.
• Provide support during Monday-Friday PT hours (8 am – 5 pm) with occasional weekend assistance.

Icing on the cake ?

• 2+ years of experience in client-facing roles (e.g., Client Support, Customer Success) within a technology-focused company.
• Familiarity with customer support tools/software such as Intercom.
• Experience in paint or hardware retail, hospitality, or accounting.

What the team stands for ??

Core values include learning through feedback and experimentation, enjoying collaboration, deeply empathizing with clients, promoting diversity, and striving for rapid achievement.

How the company has fundraised ?

The company has successfully raised $18 million across three funding rounds:

1. A $2 million pre-seed led by a prominent venture capital firm with participation from notable investors.
2. A $5 million seed round led by another significant venture capital firm.
3. An $11 million Series A round, again led by the original firm alongside other contributors.

Benefits ?

• Comprehensive medical, vision, and dental insurance with fully covered premiums for employees and partial coverage for dependents (~$5-6k/yr) ???
• Daily lunches (~$4k/yr) ?
• Funding for learning materials and Coursera courses (~$1k/yr) ?
• Access to unlimited audiobooks via a team subscription (~$500/yr) ?
• Gym membership support (~$1200/yr) ?
• Generous unlimited PTO policy. ??
• Retirement savings plan with company contributions. ?
• A dog-friendly office environment. ?
• And additional benefits! Ideas for improvements are welcomed. ?