Customer Success Associate

San Francisco, CA | Customer Support

Job Description

About Guidebook:

Guidebook is a fast-growing startup based in Palo Alto, California. Our mission is to connect people and places. Through the use of mobile technology, we allow organizations with physical presences to improve the on-site experiences offered to their visitors. Guidebook's clients include conferences, trade shows, universities, museums, community centers, and Fortune 500 companies. Creating a native application across iOS, Android, other mobile operating systems and the mobile Web is a difficult and costly endeavor, and it's only half the battle. Applications also need to be updated, to stay current with the latest mobile technology has to offer, and synced with other software products, so that the information stays fresh.  Guidebook significantly lowers the human and financial capital requirements to “go mobile” and aims to power the mobile experiences for tens of millions of organizations across the world.

 

Description:

Our Customer Success Associates ensure that our customers are happy and are receiving the most value that they can from our solutions. Our ideal candidate will develop and nurture superior client relationships by acting as a trusted resource, and will also find ways to expand our product's reach. The majority of an associate's day is spent using Guidebook Gears, our content management system, to construct mobile guides with data from our clients. Guidebook Gears is also a self-service tool used by thousands of users, and CSAs are responsible for determining how to improve the system. Associates are assigned other responsibilities, depending on individual skill sets. Examples include assisting with email campaigns, conducting competitive research, and communicating insight from our end-users to the entire company.

Responsibilities:

  • Manage client accounts through the initial onboarding phase, guide launch, and post-event review

  • Provide technical support over phone and email to clients and end users

  • Analyze customer feedback to create standards for continuous process optimization

  • Interview and hire candidates for the Customer Success team

  • 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

  • Write and update technical articles and documents on best practices for usage of our products

  • Represent Guidebook at trade shows, conferences, and other events

Requirements: 

  • 4-year degree

  • 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, MS Office, especially Excel)

  • Hardworking, self-motivated, and intelligent

  • Fun to be around. Someone who adds to our dynamic team

  • Willingness to work flexible hours, such as weekends

Bonus Points if you have:

  • Strong analytical skills

  • Experience in a mobile or technology-related role

  • Experience with a client management or bug tracking software such as Zendesk, Helpscout, or Redmine

Perks:

  • New offices in downtown Palo Alto and SOMA (take your pick of which office you want to work out of).  Both are within a short walk to Caltrain.
  • Free CalTrain GoPass - unlimited Caltrain rides
  • Unlimited Vacation time
  • Discount gym membership
  • Stocked kitchen with snacks and beverages
  • Game night twice per month.
  • Bagel Mondays and Froyo Thursdays in the Palo Alto office weekly
  • In office yoga in the SF office twice a month on Fridays (1st and 3rd Friday)
  • Standing hydraulic desks
  • Group/Team outings like Tahoe trip, movie nights, bbq's, etc

If you want to help our team do amazing things, then we want to hear from you! Please send us a cover letter and resume.

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