New

Customer Success Specialist (Contract)

Remote

Summary

We are looking for a Customer Success Specialist to join the Wikimedia Enterprise Operations team. In this role, you will work with technology, academic, and non-profit organizations to ensure they have access to Wikimedia content. You will help our customers get the best from our products by building strong relationships throughout their journey with Wikimedia Enterprise, from onboarding to renewals. You will be an advocate for customers, anticipating their needs to help them achieve their business goals. This role is a one-year contract with the possibility of extension. The schedule is 40 hours per week, typically 9:00 a.m. to 5:00 p.m. local time (Eastern, Pacific, or Mountain Time). Flexibility is required, as there will be occasions when work outside of regular hours is needed to ensure coverage.

You are responsible for:

  • Working closely with the Customer Experience Program Lead in our Customer Success program, supporting all activities as needed
  • Guiding customers through onboarding, adoption, utilization, and contract renewals
  • Putting the customer first by responding to all customer requests within our Service Level Agreements (SLAs) and Service Level Objectives (SLOs) 
  • Guiding customers in getting their optimal outcomes from Enterprise products and services 
  • Proactively anticipating and communicating customer needs to the Engineering, Product, Growth, and Tech Partnerships teams 
  • Working with our Product Managers and Engineering team to troubleshoot and resolve customer issues
  • Tracking the adoption and usage of our APIs for your accounts
  • Helping organize and monitor customer success-related documents and tasks across customer experience tools, including HubSpot, Phabricator, Zendesk, Asana, Slack, Gmail, Drive, and bespoke customer channels
  • Being a liaison between the on call engineer and the customer support team 
  • Supporting data-driven reporting and customer success metrics, retention, and satisfaction
  • Supporting the Customer Experience Lead, Product Managers, and Engineers in helping the customer plan their future needs
  • Communicating process improvement opportunities to the Operations Manager and  Customer Experience Program Lead
  • Collaborating with the Customer Experience Program Lead in evolving our Customer Journey Playbooks

Skills and Experience:

  • At least 3 years of experience in a B2B SaaS environment in customer success, technical account management, or customer support 
  • A people-centric mindset with excellent communication skills in English 
  • Excellent interpersonal skills 
  • Ability to collaborate across functions and departments 
  • Ability to remain calm under pressure 
  • Proven track record of successfully managing customer accounts and ensuring customer satisfaction
  • Familiarity with Zendesk and Customer Success tools
  • Experience working in a fully remote globally distributed team environment

Qualities that are important to us:

  • A desire to make meaningful contributions to knowledge equity, free culture, and open access
  • Experience working on remote teams, especially globally distributed teams

Additionally, we’d love it if you have:

  • Ability to troubleshoot technical issues 
  • Familiarity with the Wikimedia ecosystem  

The Wikimedia Foundation is a remote-first organization with staff members including contractors based 40+ countries*. Salaries at the Wikimedia Foundation are set in a way that is competitive, equitable, and consistent with our values and culture. The anticipated annual pay range of this position for applicants based within the United States is US$ 82,922  to US$126,768 with multiple individualized factors, including cost of living in the location, being the determinants of the offered pay. For applicants located outside of the US, the pay range will be adjusted to the country of hire. We neither ask for nor take into consideration the salary history of applicants. The compensation for a successful applicant will be based on their skills, experience and location. 

*Please note that we are currently able to hire in the following countries: Australia, Austria, Bangladesh, Belgium, Brazil, Canada, Colombia, Costa Rica, Croatia, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Ghana, Greece, India, Indonesia, Ireland, Israel, Italy, Kenya, Mexico, Netherlands, Nigeria, Peru, Poland, Singapore, South Africa, Spain, Sweden, Switzerland, Uganda, United Kingdom, United States of America and Uruguay.  Our non-US employees are hired through a local third party Employer of Record (EOR). 

We periodically review this list to streamline to ensure alignment with our hiring requirements. 

All applicants can reach out to their recruiter to understand more about the specific pay range for their location during the interview process.

If you are a qualified applicant requiring assistance or an accommodation to complete any step of the application process due to a disability, you may contact us at recruiting@wikimedia.org or +1 (415) 839-6885.

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