Documo is on a mission to help businesses digitize their document workflow. We're a fast-growing B2B SaaS company that places a high value on culture and delighting our customers. We build document software solutions that help businesses streamline document processes, which makes working with documents easy, more secure, and friendly towards our planet. We believe the way to do this is to build amazing products, coupled with our passion for customer success, our meticulous attention to design and user experience. In order to do those things, we must add and invest in amazing talent!
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Job Title Customer Success Specialist
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Team Customer Success
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Department Function
The customer success department is the front line of support for Documo’s customers and partners. The team is ultimately responsible for providing expert service while helping to solve issues and answer questions providing timely, efficient, effective, and personal customer support interactions/experiences across multiple channels with the ultimate goal being to wow and delight all those we are serving.
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Department Responsibilities
- Serve as front line contact for customer accounts, providing prompt and attentive expert support/service through email, live chat, and phone
- Assist customers in troubleshooting and resolving product questions and/or issues
- Help customers locate relevant KB articles
- Take ownership of customer issues (tickets) and making those issues our own until resolved
- Provide timely follow-up and communication until ticket resolution
- Meet or exceed internal expectations on channel response times, resolution times, and CSAT
- Take a consultative approach in helping customers resolve issues and achieve goals
- Collaborate, problem solve, and/or strategize upcoming customer meetings with team members
- Create or update necessary documentation and/or visuals for our customer facing KB
- Work with other teams and team members across the organization as necessary to ensure a great customer outcome and experience
- Support, collaborate, and train other team members as needed
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Reports To Customer Success Manager
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Direct Reports None
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Key Relationships
Internal: All Internal Employees
External: Customers
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Role Purpose
The Customer Success Specialist’s role is to wow and delight our customers. They do this by providing prompt and personal expert level support and service, helping to answer questions and troubleshoot and resolve issues. This role serves as the front line contact for customer accounts and is responsible for owning the resolution of customer issues while driving the highest levels of customer retention and satisfaction.
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Key Responsibilities
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Deliverables/Outcomes
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Scope & Growth
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- Feels ownership over themselves and their work
- Limited scope - takes all tier 1 tickets, acts as the front lines on email, chat, and calls for SMB and Mid-market customers
- Takes tier 1 customer support demos when requested (beyond 90-day training period)
- Assists the team in scrubbing all active tickets for updates and accuracy (beyond 90-day training period)
- Assists the team with porting and faxbridge ordering
- Growth is leader led
- Works towards escalating less than 5%
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Knowledge
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- Understand the customer’s needs to deliver expected outcomes and proper troubleshooting steps.
- Using accurate and correct information and resources.
- Possesses basic working knowledge of their functional domain
- Basic knowledge of Documo and product
- Skilled customer service professional and passionate about helping customers which is reflected in their work
- Great communication skills and can effortlessly communicate with clarity and empathy (in their own voice)
- Comfortable escalating and working with other team members to build Documo related skills
- Good time management skills and regularly interacts with internal resources for product changes and updates to inform their customer
- Demonstrates a proper understanding of Help Center usage and recommends those articles correctly
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Customer Satisfaction & Retention
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- Maintaining a CSAT score >90%
- Assure the customer through communication and actions, that they are dealing with an expert that understands their issue and is taking personal ownership of it until it is resolved
- Wowing and delighting every customer through every channel and interaction
- Follows customer escalation process to ensure any potential churn is reported promptly to CS II or Account Manager depending on customer size
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Teamwork & Influence
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- Actively provides feedback on collaborative work
- Focus lies on learning all about our platform and having a positive impact on our customers’ customer service experience.
- Ticket numbers should continuously increase from month to month as team members develop more experience.
- Effectively communicates work progress to team
- Shows initiative through surfacing questions and knowledge sharing.
- Keeps the team in the loop about their progress
- Prioritizes asking for help/advice which can also assist other team members with knowledge
- Collaborates closely with other new and existing team members for peer to peer leadership
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Productivity
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- Learn how to gather feedback, approach and prioritize work
- Providing prompt replies while ensuring accurate information and proper resources are being provided.
- CSAT Score = >90%
- Median Response Time Chat = <60s
- Median Response Time Email = <5min
- Median Answer Time Phone = <30s
- Able to manage tickets without assistance from Technical Support Specialist
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Why Documo?
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- Competitive benefits (medical, dental, vision, 401k with an impressive match) for US based employees
- Annual performance reviews with merit increases
- Annual Company Trips
- Equity in the company
- The ability to work from wherever makes you happy with people who love what they do
- Work for a small but fast-growing technology company with a supportive, inclusive, and fun culture!
At Documo, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. We do not discriminate on the basis of ancestry, race, place of origin, political belief, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, age, or any other characteristic protected by law. Documo is an equal opportunity employer.
