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
• Prior experience with data entry
• 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.