Customer Success Analyst

| Greater Denver Area

As a Customer Success Analyst at Ombud, you will be responsible for supporting our clients; learning all of the ins-and-outs of what it takes to support SaaS clients. You will be our front-line, interacting directly with our customers. You’ll field questions, troubleshoot, and conduct live demos/trainings. Ideal candidates will provide the highest level of service, demonstrating extreme willingness to solve problems, provide best practices, and go above and beyond for our clients. As a very customer-centric organization, our clients love our platform and our support team equally. As a result, the majority of our client interactions are quite positive, yielding very rewarding and meaningful relationships. Do you have the compassion and the drive to help us build a game-changing customer success team?

What You’ll Do:

  • Analyze and process documents quickly and accurately
  • Monitor, address and resolve support tickets in a timely and helpful manner
  • Serve as a primary liaison between customers and the rest of the Ombud team
  • Lead ad-hoc demos and trainings with clients as requested
  • Play a support role in driving CS quarterly initiatives
  • Conduct account-based research to personalize outreach efforts
  • Manage all customer communications (information gathering, status updates, etc.) in Zendesk
  • Document solutions as knowledgebase articles for future reference by your team
  • At all times, promote end user satisfaction with our product and services
  • Meet and exceed individual quantitative and qualitative goals

About You:

  • Prior experience working in a customer-facing capacity
  • Excellent written and verbal communication skills
  • Strong attention to detail and ability to multi-task and work independently
  • Competitive spirit with a strong desire to exceed the norm
  • Inherent drive to support colleagues and clients alike
  • Ability to work rotating weekend and holidays as needed 
  • Associates or Bachelor’s degree preferred

More About You:

  • You know how to manage your time
  • You take feedback and you implement it 
  • You are professional, and it shows
  • Your positive attitude is contagious
  • You want to work for a startup

Ombud Values IT WAR:

  • Integrity: Total trust in the team; striving for what is good and right
  • Thought Leadership: Mediocrity is not the fail-safe; aptitude and desire to continue learning
  • Willingness: Prompt to act or respond; contribute outside of your job description
  • Ambition: Self-Starter that doesn’t wait for things to happen, Focus and Drive to accomplish something great; relentless pursuit of opportunity  
  • Reliability: Perform consistently well; dependable  

What Ombud Offers You:

  • A culture that fosters career development and values working together as a team
  • Employee Stock Option Plan – our employees are owners
  • Full Benefits, including:  Healthcare, Dental, Vision, 401(k), Paid Leave, Sabbatical, RTD Eco-Pass
  • Downtown Denver working environment

Ombud is proud to be an equal opportunity employer. All employment decisions at Ombud are based on merit, competence, and business need. We do not discriminate on the basis of race, color, religion, age, sex, sexual orientation, ancestry, national origin, genetic information, disability, marital status, military service, or any other status protected under federal, state or local law. We are committed to building a diverse team and fostering an inclusive and entrepreneurial work environment.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • Kibana Analytics
    • JIRAManagement
    • SalesforceCRM
    • SendGridEmail
    • YeswareEmail

Location

We're conveniently located in the heart of downtown Denver at 18th & California, within walking distance to many bars, restaurants and coffee shops.

An Insider's view of Ombud

What’s the vibe like in the office?

I hear “How can I help?” on a daily basis. Team members are always looking to lend a hand or solve a problem. With a culture where everyone is willing, I’m looking forward to the office each morning, and find myself hanging around for an extra game of pool at the end of the day. I have mentors, friends, and family all in one place.

Lauren

Director of Customer Experience

What projects are you most excited about?

I am most excited that we are building a new category of software and, as a result, I love proving the inherent value of Ombud. From understanding how our customers use the platform to analyzing the productivity gains realized when customers use our software. An added perk? I get to work with happy clients!

Maggie

Director of Customer Success

How does the company support your career growth?

We take career growth seriously at Ombud. Our leaders understand that professional growth drives happy and engaged Ombuddies. A large part of this comes from being empowered to think critically about the process and to create a plan if we identify opportunities to improve it. Thought leadership is one of our core values at Ombud - we live it daily.

Dan

Account Executive

What is your vision for the company?

Ombud's decision management platform provides organizations with a single source of truth. It allows our clients to manage information, collaborate across stakeholders and leverage machine learning to streamline operational efficiency. Content management platforms and traditional collaboration mediums are technologies we are focused on disrupting.

Thad

CEO

What are some social events your company does?

Ombud has great social events! Each quarter, we set aside time for team building. Events have included woodworking, escape rooms, obstacle courses, laser tag, and Mountain Days. We also host fun community events like Colorado Startup Brews, a charity-based home brewing competition between local Denver startups.

Hannah

Marketing Specialist

What are Ombud Perks + Benefits

Ombud Benefits Overview

Ombud offers a comprehensive benefits package, including an Employee Stock Option Plan, Full Medical Benefits (Health, Dental, Vision), 401(k), sabbatical and commuter benefits. Our Ombuddies also benefit from our downtown Denver location, within walking distance of numerous bars, restaurants and coffee shops, as well as a culture that fosters career development and values working together as a team.

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Vacation & Time Off Benefits
Generous PTO
Sabbatical
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings

Additional Perks + Benefits

In addition to our comprehensive benefits offering (health, dental, vision, 401k, EcoPass), we also have an employee stock option plan (our employees are owners) and a paid 6-week sabbatical for our employees celebrating their 5-year anniversary at Ombud (travel the world).

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