Customer Success Representative

The Senior Sign platform provides a great benefit to our customers. Our SaaS (software as a service) product helps save time, eliminate paperwork, reduce risks, and much more. At Senior Sign, we don’t offer commission-only sales positions. Everyone receives a minimum base pay with bonus and commissions paid for successful performance.

‍A Good Fit:

Implementing and learning a new software can be daunting for our new customers. Our Customer Success team helps to delight our customers during that process. We’re looking for people that will take extra initiative to communicate clearly and often. We expect you to stay customer focused on the long-term goal. Managing and exceeding customer expectations is crucial.

Key responsibilities:

• Coordinate with the sales team to schedule customer handoff meetings and help the customer develop their customer success plan.
• Onboarding new customers - coordinating training sessions and providing resources to promote product adoption and ensure customer satisfaction.
• Develop strong relationships with your customers by regular engagement and develop an understanding of their needs and goals.
• Measure customer health by analyzing customer usage data, identify trends and potential issues.
• Provide quality ongoing support by being the main point of contact for customer inquiries, troubleshooting and resolving issues post-onboarding.
• Good communication skills to coordinate with the product team and other departments to help resolve customer issues/concerns.
• Help identify areas for improvement for customers’ processes and experiences. 
• Keep up with industry trends to enhance our customer success strategies.
• Responsible for all personal tasks tracked within the customer service management platform.
• Quality control of each customer dashboard after implementation set-up is complete.

How we measure success for this role:

• Customer Retention Rates and turnover
• Peer and Supervisory Reviews
• Average resolution time for support requests
• Overall customer satisfaction, NPS, and CSAT scores
• Time management skills

Education and experience requirements:

• No education or degree requirements

Additional Information:

• This is a full-time position.
• Compensation and benefits will be competitive and commensurate with experience.
• Annual salary range is $45K-$55K.
• Senior Sign is an equal opportunity employer.

About Senior Sign:

We are a growing software company focused on developing eSign solutions for the senior living industry. Our software eliminates the pains of move-in paperwork. Electronic signatures, online fax, workflow management, version control, compliance tracking and document repository means resident move-in is a breeze. We believe in developing simply solutions for the complexities of aging.

Our vision is to offer simple technologies for the complexities of aging. We are a venture-backed software startup in the heart of northern Utah. With offices in downtown Ogden, we’re proud of where we come from and are excited by the vision of where we are going.

Our Values:

• We are a community. We are passionate about building, growing and improving the communities in which we take part. We are all-in and contribute to our company and the broader senior living industry.
• Our ideal customer is king. We are not all things to all people. We are the BEST thing for our people they MUST be delighted.
• Be a goldfish. Ted Lasso said it best. We learn from our past. We don’t live in it. We focus our energy on the present and the future.
• We are lifelong learners. We figure it out. We should be doing new things daily. Be curious. Innovate. Get comfortable with being uncomfortable.
• We are refreshingly honest. We operate with the highest degree of integrity with each other, our customers, our investors and our vendors. We make hard decisions and have real conversations.
• We kill sacred cows. Just because we did it that way before doesn’t mean we will keep doing it that way. We have a bias towards action and are comfortable breaking things.

If you're excited about the opportunity to shape the future of products that positively impact senior living, we encourage you to apply for this position.

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