Customer Success Engineer

FormAssembly


2 months ago

10/29/2019 09:21:34

Job type: Full-time

Hiring from: US only

Category: Customer Support


Description

Hello! Are you interested in joining a 100% remote SaaS company dedicated to helping customers streamline organizational processes and be better stewards of their data? Consider applying for open positions at FormAssembly, an enterprise web form creation and collection platform used by some of the largest and most well-known organizations in the world.

We are a team of collaborators that are passionate about providing the very best to our customers, partners, and stakeholders, internally and externally. We are travelers, artists, athletes, and animal lovers creating an incredibly strong, fully remote team and providing amazing results, no matter where we are. We’re problem solvers and continuous learners who are never afraid of a challenge, and we’re looking to add another amazing member to our Customer Success team.

As a Success Engineer at FormAssembly you will add direct, undeniable, customer impact by being a technical resource for the Success Team. In this role you will use your technical and people skills to research and engineer solutions for complex customer issues. Here are some more details:

About the Role:

  • Write code (we’ll help you along the way) to directly help resolve customer issues and improve our product. We happen to use React, PHP, Javascript, and of course some HTML and CSS/Sass too

  • Use JIRA and Salesforce to enter and track bugs and features

  • Help the Support team troubleshoot, research, and resolve complex support cases and issues

  • Work closely with the Engineering team to research and resolve customer issues and relay solutions back to the Customer Success Team

  • Optimize our user’s experience through thorough feature release testing, documentation and process improvements

  • Coordinate and work closely with Customer Success and Engineering Leads to handle technical escalations and support all customers. We support our customers in the most personal and friendly way possible through chat, email, and occasionally phone support

Requirements

About You:

  • 2+ years of previous work on a technical or success team, project, or app

  • 2+ years of experience in React.js ( or some other front-end framework like Angular or Vue )

  • 2+ years of Javascript, HTML, and CSS experience

  • Be passionate about adding customer value and helping them resolve their issues

  • Positive and entrepreneurial mindset

About Us:

FormAssembly is a leading enterprise data collection platform, built to help organizations streamline processes and drive quality form conversions. At our core, our mission is to help organizations collect, use, and be good stewards of the personal data entrusted to them.

We work across multiple industries with well-known customers, including Amazon, Aetna, Lenovo, Volvo and others. We have been recognized in the 2018 and 2019 Inc. 5000 lists of fastest growing private companies, and we are a G2 Crowd Winter 2019 Leader.

If you’re a genuinely nice person who is great to work with, respectful, and who will put the team and our customers first, we’d be thrilled to have you apply for this position. FormAssembly is an equal opportunity employer. If you belong to an under-represented group in tech, you’ll find a welcoming culture that thrives on diversity.

This is a full-time position, open to all locations (working remotely from home).

Benefits

FormAssembly offers several benefits that help to facilitate a healthy team, personal growth, and a work-life balance, all of which contribute to creating a more engaged and passionate workforce. 

  • Health benefits (health, dental, vision) for team members based in the United States

  • 401(k) with 4% company match

  • 4 weeks paid vacation and 9 company holidays

  • Flexible work schedule

  • Paid parental leave

  • Charitable contribution match

  • Budget for professional development

  • Company provided Mac laptop

  • You'll be joining a talented and fun team, working together to build something great!

Please mention that you come from Remotive when applying for this job.

Help us maintain Remotive! If this link is broken, please just click to report dead link!

similar jobs

  • Wizeline (Willing to work on PT)
    6 days ago

    What You Will Bring to the Team

    As a Software Engineer at Wizeline, you will advocate for the use of cutting-edge technology to build intelligent and scalable products. You will act as a technology partner for our clients from inception to completion. By understanding their needs and translating requirements into world-class design, you will be responsible for delivering high-quality applications.

    Partner with multidisciplinary teams located across the world (Technical Writing, User Experience, Product Management, and Project Management) to solve challenging problems. As a relationship builder with direct communication with stakeholders, you will also drive internal initiatives and objectives.

    You will work on projects that will allow you to develop your skills and gain exposure to multinational brands. We promote fun and continuous learning and we are proud of working with the brightest minds in the industry.

    Are you a Fit?

    Must Haves:

    To be successful in this role, you need:

    • Hands-on working experience developing secure, scalable enterprise applications.

    • Passion and experience building web-based technology products or applications.

    • Comfortable in learning new coding languages and frameworks, and seamlessly switching from one to another, when required.

    • Familiarity with computer science algorithms and data structures to optimize solutions.

    • Knowledge of relational and/or non-relational databases.

    • Strong architecture skills, with the ability to select the best stack for each project.

    • Strong communication skills in English.

    • Experience in one or more of the most commonly used web applications stacks.

    Nice to Haves:

    Some nice-to-have qualities that will further help you are:

    • BS/MS in Computer Science, Engineering, or a related subject

    • Experience in working directly with clients

    • Hands-on knowledge of working in Agile environment

    • Frontend or backend experience leveraging some of the following web technologies and frameworks:
      - Frontend: ReactJS, AngularJS, or Vue.js
      - Backend: Express.js, Django, Node or Flask
      - Databases: MySQL and MongoDB
      - Programming Languages: JavaScript, Python, Ruby, Java, and/or PHP

    • Experience working with Cloud platforms like AWS or GCP

    • A code repository you can share with the team, showcasing your contributions to open source projects

    • Being a DevOps advocate, with working knowledge of Docker, Jenkins, Travis, and/or Kubernetes

  • Today
    We’re looking for an experienced customer success pro to be the first Customer Success Manager supporting our brand-new product, Rise.com.  Our Customer Success Team will work with Rise.com customers post-sale to ensure they get continued value from their investment, expand their use of Rise.com, and renew their Rise.com subscriptions.

    The Customer Success Manager (CSM) will execute customer success plays and build relationships with a set of target customers in order to onboard them, drive product adoption and satisfaction, secure renewals, and expand our footprint within accounts.

    To succeed in this role, you must have a deep understanding of our customers and be an expert in messaging and positioning to communicate the value of Rise.


    What you'll do when you're here:

    • Support growth accounts and execute high-touch customer success plays.
    • Identify and capitalize on upselling and cross-selling opportunities, developing effective, customer-specific outreach strategies that expand the account. 
    • Meet key performance indicators around churn rates, customer satisfaction scores, and renewal rates and revenue.
    • Understand key metrics to help refine and optimize our customer success strategy.
    • Be the voice of the customer internally to resolve customer challenges. 

    Skills and experiences you'll bring when you join us:

    • 5 years’ experience working in a customer-facing role required; experience in building a newly formed customer success function is a plus
    • Sales experience is also a plus 
    • Excellent customer service skills and a knack for developing strong customer relationships
    • Ability to lead with a customer mindset and continuously connect their key pains and requirements to specific product features, benefits, and value propositions 
    • Naturally curious, with excellent critical-thinking skills
    • Resilient and adaptable, and thrives in a fast-paced environment 
    • Excellent verbal and written communication and presentation skills
    • Can work independently while also functioning and contributing as part of a team
    • Ability to learn new technology 
    • Experience with Gainsight and Salesforce is a plus
    • Positive, empathetic, driven, collaborative, flexible, and confident
    About Articulate

    Articulate is a highly successful, fully remote software company that’s changing the way the world learns. Our award-winning e-learning tools are used by 98,000+ organizations across the globe to create engaging online and mobile courses. Our customers include 93 of the Fortune 100 and 19 of the top 20 U.S. universities. And our online community of 800,000+ members is the largest, fastest-growing community in the industry.
     
    We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We’re all free to exercise our crafts the best way we know how to reach our goals as individuals and teams. Each and every one of us is focused on producing results that directly impact the company’s success. And we all strive to do what’s right by people, both internally and externally, instead of taking the shortest route to the highest profits.
     
    We honor people’s humanity in all of our disparate experiences and social locations, accepting each person as an individual with a story worth listening to and honoring. We believe that honoring everyone’s humanity means being committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position.

     
  • Description

    We’re a startup based out of Kitchener-Waterloo, Canada building a smart, curious, and driven team that’s passionate about making software that helps sales reps sell better.

    Prospect is a lead generation platform that intelligently sources contact data right inside of your web browser in real-time. The best sales teams from the top tech companies in the world use Prospect to crush their sales targets.

    MORE ABOUT US

    We are currently a team of 10 people -- you will be #11 🙂.

    We are profitable and self-funded (no VCs or investors). We did this because we want to do what’s best for our team and customers.

    We have sane working hours (~8 hours/day), don’t work weekends, and take ample time off.

    ABOUT YOU

    You enjoy helping customers. You care about what’s best for the customer and will go out of our way to craft a solution that serves the customer’s best interest.

    You are organized and proactively stay on top of things. You realize that to perform best in this role, you will need to plan months in advance on how to expand and retain existing accounts.

    You are able to turn chaos into order. Whether it’s our internal billing process or contract renewal process, you’re OK with working with a lack of process and seeing that as an opportunity to put processes in place.

    You naturally create relationships. You realize that the best wins come through long-term relationships and work hard to build lasting relationships that extend beyond quarterly and annual reviews.

    You are a self-learner and enjoy learning new things. Whether it is a new tool or sales methodology, you’re always looking to improve by learning new things and implementing them.

    You enjoy working independently. You like taking ownership of problems and solving them regardless of how small or large they may be.

    WHAT YOU WILL WORK ON

    You will be working very closely with our CEO, Customer Support, and Sales to increase customer happiness and retention.

    There is a lot that comes with the role and someone who is really good at juggling multiple things, building genuine relationships, and is a quick learner will thrive.

    Here is what a typical month will look like for you:

    • Renewals: Meet with sales managers to retain customers

    • Expansion: Figure out creative ways to expand usage into a customer’s organization

    • Churn Prevention: Monitor at-risk accounts and proactively prevent churn

    • Reactivation: Put in-place systems to reactivate inactive customers

    • Check-ins: Do regular check-ins with our top customers

    • QBRs: Make personalized success plans and strategies for customers

    • Onboardings: Onboard users in new and existing accounts

    • We want you to regularly take on new challenges so you can grow and take ownership in as many parts of the business as possible.

    MUST HAVES

    • 2+ years of Account Management or Customer Success experience

    • Deep understanding of SaaS business models and sales cycles

    • Excellent communication skills, both verbal and written

    • We don’t require a degree but you should have demonstrated the ability to learn new things quickly

    BONUS NICE-TO-HAVES

    • Past remote work experience

    • Worked at a tech startup or a small company before

    • Experience working with Salesforce, Mixpanel, and SQL

    COMPENSATION AND PERKS

    • Salary: $70,000 - $90,000/year Canadian Dollars

    • Work fully remotely, from our office in Kitchener-Waterloo, or a blend of both

    • Four weeks paid time off

    • Travel spending allowance (money to spend during your vacation)

    • Catered lunches every day and snacks at the office

Remotive can help!

Not sure how to apply properly to this job? Watch our live webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) ».

Interested to chat with Remote workers? Join our community!