Client Support Specialist

| Greater Boulder Area
Please send resumes to: [email protected]
Apply now

Purpose:

At Backbone PLM, we are transforming the product development landscape and we can't do it without enabling our clients. Our CS team advocates for our users and our business, setting the vision for our growing family of products. As we scale, our goal is to use data, research, strategy, and empathy to guide multidisciplinary teams toward a common goal, balancing diverse perspectives and empowering our teams to do great work.

In this full-time role, you will be the brain center connecting Backbone to our customers - ensuring that they are successful with and delighted by their experience. You will partner with our Client Success Managers (CSMs) to support our biggest and most strategic customers:

driving adoption, facilitating communication to clients, and connecting our clients to the functions within Backbone that can help. As a Client Support Specialist (CSS) your focus will be creating engaging ways to delight the customer while coordinating and overseeing support channels and processes we’ll introduce this year. Ultimately scaling and running the team who will own the overall customer support experience.

Why We Need You:

We are building a thriving Client Success team who is eager to engage with customers and define new ways of working with them. The CSS role will be responsible for developing customer relationships that promote loyalty and retention in a SaaS environment. In this position, you will proactively work with customers to ensure that they are satisfied with the value they receive from Backbone and further help customers extract maximum value from our platform.

You will be expected to be a product expert. You will understand your customers’ needs in depth. The ability to provide product feedback and escalation of critical service issues expeditiously is critical in this role. You enjoy working directly with our customers, being their trusted advisor, and understanding the importance of customer happiness in staying ahead of our competition.

As we scale globally, there’s plenty of space for you to grow alongside a team that always focuses on we, not I, and creates delightful products that are worthy of trust. We hope you'll join us!

You Are:

  • A tech savvy, self starter, eager to learn, “yes” person

  • Empathetic and obsessed with delivering an amazing customer experience while maintaining a passion for revenue growth

  • Motivated to solve problems by using a firm but gentle approach

  • Interested in building and growing a team but willing to start from the ground up

  • Consistently flexible and adaptable in your day-to-day: picking up the phone to speak with customers, contacting end users, scheduling executive briefings or manipulating data to tell a story

  • Eager to find ways to make processes more efficient

In Short:

You will build and create an incredible, scalable experience from start to finish for our clients. Examine our current systems and processes, provide suggestions, iterations and improvements and continue to evolve and maintain the experience as we grow. Our Client’s Success = Our Success

The Fine Print:

  • Manage Support Tickets across multiple channels: Intercom, Hubspot, Jira, email and telephone

  • Troubleshoot customer issues pertaining to platform usage and configuration

  • Understand and identify customer pain points and help drive the escalations process by coordinating between the product and support team

  • Be proficient in knowing when to use perfectly hilarious GIFs within customer conversations to close their ticket with a smile

  • Act as liaison between the customer, support, marketing, and product teams

  • Create and update knowledge base and learning materials to share with our customers

  • Manage, maintain, and close inbound leads through multiple sales channels in a high volume capacity while focusing on a high quality customer experience

  • Be the “how-to” voice of our product to clients

  • Understand customer pain points and partner with cross-functional teams to simplify, enhance and automate existing processes that will improve customer workflow

  • Work with CSMs to oversee successful Client Migration from v1 to v2. Drive validation, implementation and testing

  • ABA - Always be Advocating! Prioritizing clients’ needs and advocating on their behalf

 

Qualifications:

  • Experience working within a SaaS company

  • Knowledge of the JIRA ticketing system, Zendesk, Hubspot, Salesforce, Intercom Customer Messaging system and Slack

  • Excellent communication skills – both written and verbal

  • Superior customer service skills – the ability to be responsive, compassionate, resourceful and solution-oriented while maintaining a sense of humor

  • Experience with apparel or related product development/design/production (and/or a willingness to dig in and learn what goes into such roles, in order to better serve/advise/empathize with the clients)

  • Ability to work collaboratively in a team environment with a willingness to roll-up sleeves and dig-in

  • Be a self starter; ability to act autonomously

  • Dynamic, flexible personality; capable of changing on-demand and innovating rapidly

  • BS or BA; or equivalent work experience

 

Benefits

  • Competitive compensation package

  • Comprehensive medical, dental and vision insurance

  • Wellness reimbursement

  • 401(k) plan, company match coming soon

  • Unlimited PTO

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Please send resumes to: [email protected]
Apply now
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • RubyLanguages
    • ReactLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail

Location

A block off of Pearl Street, Backbone resides in the Boulder One Building facing a beautiful patio and fountain. Convenient location and amazing team.

What are Backbone Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
We want you at your best so full-time employees are offered full health insurance through our carrier.
Life Insurance
All Backbone employees can elect for life insurance coverage through the company's HR portal.
Wellness Programs
Onsite Gym
Boulder One has an amazing full featured gym with discounted services so you can walk just a few steps out of the office to get your leg day in.
Retirement & Stock Options Benefits
401(K)
We currently offer a company 401(k) retirement plan which enables you to select from various funds
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
We enjoy having everyone in office however we do enable all employees to work remotely pending their manager's discretion.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Backbone's unlimited paid vacation policy allows employees to take as many days off as they need, providing they comply with a 2-week notice policy and get manager approval.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
We work with a lot of amazing brands so the office is a fashion show on any given day. We keep it pretty casual so we can focus on the work instead of what to wear.
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Boulder's a tough place to park, so we pay for all of our employees to use the local garages around the office.
Relocation Assistance
For full-time employees, Backbone currently offers moving cost and travel expense reimbursement.
Fitness Subsidies
Backbone offers $100 per month for health and fitness related services.
Professional Development Benefits
Job Training & Conferences
Diversity Program
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Please send resumes to: [email protected]
Apply now
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