Customer Success Advocate

  • reDock
  • Ottawa
  • May 07, 2018
Full time Customer Service

Job Description

Are you looking for a new and exciting challenge? Do you have office administration, customer service, customer support, or software implementation experience? Have you ever wondered what it would be like working for a tech startup? Then consider joining our growing team!

About reDock:

reDock is proposal software that mines and tailors corporate information on demand to help businesses prepare proposals in response to complex RFPs. Our software uses artificial intelligence-­based technology to master, store and compile corporate documents so our customers can prepare compliant, compelling and competitive proposals faster. Our software provides relief to proposal development teams, so these teams of highly intelligent professionals can devote their time, effort and smarts to the highest rated components of RFPs.

Description:

High touch customer service is a critical element of reDock’s success. In this role, you will be a key customer advocate to our customer portfolio. Reporting to the Vice President Operations, you will work directly with your Customer Success (CS) colleagues while supporting cross-functional activities involving teams in Development/IT, Sales, Marketing and Product Management. The ideal candidate will support the CS Team through the implementation process and work collaboratively with customers to proactively identify improvement areas.

About you:

You are a self-directed, highly accountable, tech-savvy individual with very high social intelligence, and a natural inclination for problem-solving. You will jump in with sleeves rolled up, and make significant contributions to customer success. You will be excited about the prospect of working for an early-stage startup and will look forward to the challenges and opportunities that this brings. You are an excellent communicator and are completely comfortable working unusual hours, primarily remotely, with limited in-person interactions.

For the person we ultimately select, this will be an incredibly fun, challenging, supportive and rewarding job that will shape their future business career.

Responsibilities:

  • Become an expert in reDock for Bids to help make our customers successful.
  • Respond to inbound support requests for customers on how to use the reDock for Bids solution.
  • Prepare training content such as articles, user manuals, videos and graphics, and support training efforts by testing scenarios and printing materials.
  • Support the implementation process as needed, including onboarding new customer content.
  • Write Functional Specifications and conduct User Acceptance Testing (UAT) to ensure high product quality.
  • Interface and liaise between Customer Success, Development/IT and Product Management.
  • Contribute to processes and methodologies for new customer configurations, and configure new environments under the direction of Customer Success Managers.
  • Be a customer evangelist in every respect.

Mandatory (must have!) experience and skills:

  • Excellent phone and etiquette, and interpersonal, written, and oral communication skills.
  • Post-Secondary Education or equivalent experience.
  • Previous experience in Office Administration, Customer Success/Support, Proposal Writing or Proposal Management, or Software design/implementation.
  • Ability and willingness to work long hours when needed, including scheduled or unscheduled evenings and weekends.
  • Demonstrated ability to work independently and as part of a remote team.
  • Demonstrated initiative, attention to detail, and problem-solving skills.
  • Willingness to go the ‘extra mile’ with customers while being patient, professional, polite, and consultative.

Desirable experience and skills:

  • Working for an early stage company
  • MS Suite, Google Suite, Atlassian Suite, Slack, Lucidchart, Zoho
  • Ability to work in French
  • Knowledge or experience with proposal processes

What we offer:

  • Exceptional growth opportunities – carve your own career path!
  • Early eligibility to reDock’s Stock Option Plan
  • A remote workplace but generally with once a week in-person meeting
  • A fantastic team environment full of people that LOVE what we do!

Salary $40,000 - $45,000