Customer Success Representative

| Austin

About System Surveyor

System Surveyor is an Austin “A-List” company with a big future. The company offers a Business to Business (B2B) Software-as-a-Service (SaaS) solution to professionals in the electronic security, IT, Audio-Visual and Fire Alarm industries.   Named #4 on Pepperdine University’s “Most Fundable Companies” list, System Surveyor has been recognized with six industry awards for innovation. Based in southwest Austin, the company is poised for rapid growth in 2019 – and we need some dedicated and ambitious “A-players” with a self-starter attitude and willingness to develop and grow.

The Customer Success Representative is responsible for assuring that our users are gaining the most value possible from the System Surveyor platform. In this role, you will engage with potential, new and existing users of System Surveyor to understand their specific needs and provide guidance regarding how System Surveyor can address those needs. This will be accomplished through inbound and outbound telephone, chat, web conferencing, and email outreach to users for initial and advanced training as well as on-demand assistance using the software with the objective of increasing customer satisfaction, product usage,  and customer retention. This position reports directly to our Customer Success Manager.

Essential Duties and Responsibilities:

Core duties and responsibilities include the following:

  • Become an expert user of System Surveyor software
  • Develop a thorough understanding of the most common needs (“pains”) of our users
  • On-board new accounts to ensure broad user adoption and early success
  • Engage with individual System Surveyor users to provide guidance, assistance and training to promote and maximize utilization
  • Monitor user account activity to identify users with potential for growth and those with low utilization and proactively engage with them to increase usage
  • Assist in tracking and resolving client reported issues
  • Identify new high value user requirements and report them to the development team
  • Maintain a daily activity log, and provide weekly report of activities to management
  • Keep customer records and current activity up to date in company systems
  • Measured based upon adoption, utilization, churn and other key metrics for customer success

Required Knowledge, Skills and Abilities:

  • Must have ability to establish a friendly “personal connection” with users
  • Must be able to professionally and effectively train others via telephone and web conference
  • Must have superior verbal and written communications skills
  • Must have strong computer and keyboard skills, with aptitude and interest in web-based and mobile applications
  • Generally knowledgeable in business operations
  • Must eagerly engage in sales activities
  • Strong analytical and cognitive skills

Related Work Experience:

  • A minimum of 2 years-experience in a field related to System Surveyors target market (technology system integration for electronic security, IoT, audio-visual or related)
  • Beneficial (not required) experience with customer relationship management (CRM) or support software experience
  • Extensive personal experience with common on-line applications
  • Experience with customer facing roles such as sales or customer support
  • Professional references

 Formal Education or Equivalent:

  • At least 48 college credit hours completed, or 4 years of experience in a related role or capacity
  • Company to provide training on Company sales methodology
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • CakePHPFrameworks
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    • MySQLDatabases
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    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • Adobe XDDesign
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • HubSpotCRM
    • HubspotEmail
    • HubspotLead Gen

Location

Southwest Austin area surrounded by great restaurants, retail, and easy parking. We're located 10-15 minutes from downtown with a fantastic courtyard

An Insider's view of System Surveyor

What's something quirky about your company?

We drink a lot of Topo Chico! We keep it well-stocked. It gets me through a full day of engaging with customers to help them be successful on our platform.

Eman

Customer Success Manager

What's the biggest problem your team is solving?

It's amazing that most people that design security and other systems still use paper floor plans and pictures on a cell phone. Our customers love System Surveyor because they can be much more efficient, reduce errors, and sell more themselves. It is a problem that people are thrilled to solve.

Brendan

Business Development Manager

What makes someone successful on your team?

Someone who is adaptable, proactive, loves to learn and isn’t afraid to explore new ways of doing things. In an emerging, fast paced company - these are very important qualities.

Rod

CTO

How do you make yourself accessible to the rest of the team?

One of the things that I most enjoy about growing the team is getting to know everyone and ensuring my door is open for new ideas. We get out of the office sometimes, travel to events together, share in our weekly Friday team meetings over food and drink. Our people are incredibly important!

Chris

Founder and CEO

What is your vision for the company?

We're on a great path to becoming the standard for system design for IoT starting with Electronic Security systems and expanding from there. Our customers refer us which is driving our growth...that is the ultimate win for us! If we make customers successful, it all falls into place.

Maureen

VP Marketing and Sales

What are System Surveyor Perks + Benefits

System Surveyor Benefits Overview

Medical, Dental and Vision Insurance, PTO, great office environment close to downtown Austin, and a collaborative working environment.

Culture
Group brainstorming sessions
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Vacation & Time Off Benefits
Generous PTO
Perks & Discounts
Happy Hours
Happy hours are hosted At team's discretion.
Parking
Professional Development Benefits
Job Training & Conferences
Promote from within
Customized development tracks
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