Customer Success Associate

3 weeks ago

Vancouver, Canada Optix Full time

By 2030, up to 30% of all workspaces will be flexible. As the world undergoes this monumental shift, flex space operators are leading the charge towards a new way of working - characterized by community, connection, and creating exceptional experiences.

Optix is the first and only flex space automation software, enabling coworking and flex operators to thrive. We do this by providing operators with a B2B SaaS platform that automates their operations, engages their community, and helps them grow their business.

We’re a passionate group of people who support each other to do our best work. We enjoy pour-over coffee, chocolate croissants, and jamming on our vision of changing the way the world works. And now we’re looking for an entrepreneurial-minded individual to join our rapidly growing team.

As a Customer Success Associate, you will become a product expert and educate clients on the benefits and functionality of the Optix platform. In joining our team at this stage, you will play a critical role in developing and managing client relationships on the front line and contributing to our customer engagement, onboarding, and success efforts. This is a great opportunity for a customer support or success specialist who’s had a few years of experience in a SaaS and/or tech product support environment.

Note: This is a hybrid opportunity for someone based in Vancouver, BC (50% in our beautiful water-front Gastown office, 50% from home).

We welcome applicants from all walks of life. Even if you don’t feel you meet every requirement listed, we would still love to hear why you think you would be an awesome addition to our team, and we encourage you to apply

Requirements

Who you are
  • 2-3 years of experience in a customer support, success or sales role with a technology company
  • Your writing is clear, concise, empathetic and typo-free
  • You have exceptional verbal communication skills over phone and video calls – speaking to new people every day and building relationships excites you
  • You have experience with helping people or businesses use and get the most out of software and managing multiple relationships at once
  • You have experience with product education and training in both 1:1 settings and virtual group settings
  • You obsess about the details and getting them right
  • You're passionate about offering positive, interactive, and delightful customer experiences
  • You have strong time management skills and are able to work independently
  • You question the status quo, take ownership of your work, and proactively identify and address issues and opportunities
  • You are excited about the world of customer success in SaaS, and the emerging best practices in this field
  • You like to move quickly and have a great sense of humour
  • You are ambitious, yet humble and quick to support your fellow teammates
Bonus points for
  • Previous experience in a B2B SaaS environment
  • Proficiency using Intercom or Hubspot
What you'll do
  • Be a primary point of contact for our clients serving as a product expert and answering product-related questions via Intercom chat, email and live calls
  • Foster relationships with clients to establish yourself as their partner and build advocacy for Optix within our clients’ organizations
  • Schedule, manage and facilitate onboarding sessions to introduce new clients to the Optix platform
  • Support with client adoption of new features and functionality, helping them to reach critical milestones and helping us to expand revenue
  • Ensure clients gain the full value of the Optix platform throughout their entire lifecycle by supporting with resource development, ongoing education tools, and account management support
  • Keep track of clients' engagement with the platform to highlight key accounts and potential growth areas
  • Support the product's development by capturing ongoing client feedback
  • Troubleshoot and investigate client questions while working with our team to ensure client issues and feedback are addressed
  • Execute on strategic customer success initiatives to support the growth of the company

Benefits

We take care of our teammates

This is a unique opportunity to join a rapidly growing technology startup. Taking care of our team on this journey is a priority. We offer:

  • Competitive salary compensation
  • Employee Stock Option Plan offering
  • Excellent health and dental coverage program provided by Sunlife
  • Mission-driven workplace experience with a positive, collaborative and supportive team culture
  • Personal and professional growth opportunities
  • Healthy snacks and locally roasted coffee – slow pour is our jam
  • Team lunches and socials
  • Annual health and fitness credit
  • Fun offsite activities that allow us to reconnect as a team
  • A beautiful, waterfront Gastown office and a flexible hybrid workplace plan.

We welcome applicants from all walks of life. Even if you don't feel you meet every requirement listed, we would still love to hear why you think you would be an awesome addition to our team, and we encourage you to apply.

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