Job Description
Customer Success Associate
Support | Remote in Raleigh, NC | Full Time
ABOUT GUIDEBOOK:
Guidebook is a simple yet powerful mobile application builder that lets you create an app in four easy steps with no technical skills required.
Thousands of organizations across the globe use Guidebook to create mobile applications for events, university campus open houses, venue guides, onboarding for associations, corporate trainings, and so much more. These apps help people stay organized, connect with their peers, and access more information – but it doesnt stop there.
Guidebook connects people with the resources they need to get the most out of their experience – in person and virtually. Our driven team aims to empower people of all skill levels to create intuitive and engaging mobile apps and, we believe we can accomplish that while highly valuing balance, togetherness, and fun!
ABOUT THE JOB:
Customer Success Associates (CSAs) are the resident Guidebook experts, responsible for thoroughly understanding our apps and content management system, providing expert professional services (data entry and consultation), and applying that knowledge towards our customers success. Were looking for people with a proven mix of customer success and technical support skills, who are passionate about keeping clients happy and making sure they have the best service experience of their lives.
To help support our clients around the country, this position requires working on Eastern Standard Time (9 am – 5 pm EST).
WITHIN 3 MONTHS, YOULL:
Achieve a working knowledge of our Builder Content Management System (CMS) and app submission process.
Own the support process by answering questions via email, live chat and phones.
Collaborate with clients to build incredible content into their apps, and aid in app submission to the Apple and Google Play stores.
Help fellow Guidebookers find answers to their technical questions
WITHIN 6 MONTHS, YOULL:
Achieve mastery of our Builder CMS and app submission process.
Become an expert at supporting our clients via email, live chat, and phone.
Continue to own the success process by collaborating with clients to build content into their apps, and aid in app submission to the Apple and Google Play store
Write and update technical articles and documents on best practices for usage of our products
Analyze customer feedback to create standards for continuous process optimization
Work closely with Guidebookers on the Account Management team, to share best practices and ensure clients are maximizing their subscriptions.
WITHIN 12 MONTHS, YOULL:
Represent Guidebook at trade shows, conferences, and other events
Work closely with cross-functional teams to support high-profile client deployments and partnerships.
Research new verticals and generate ideas for expanding Guidebook in different opportunities, including higher education, community centers, and personal events
Develop product feature specifications in collaboration with the Product and Marketing teams
Interview and hire candidates for the Customer Success team
Work to make the rest of your team better because they should be making you better too!
OTHER CHARACTERISTICS OF THE IDEAL CANDIDATE:
Excellent time management and multi-tasking skills
Attention to detail and strong organizational skills
Ability to work in a high-energy environment; team player
Demonstrated problem-solving capability and desire to constantly improve our system
Positive and energetic phone skills, excellent listening skills, and strong writing skills
Highly proficient with standard corporate productivity tools (email, Microsoft Office, especially Excel)
Hardworking, self-motivated, and intelligent
Fun to be around. Someone who adds to our dynamic team