About Parsyl:

Parsyl is an insurance technology company that delivers data-driven cargo insurance solutions for essential supply chains including vaccines and medicines, perishable foods and other sensitive goods. Our mission is to end the days of “ship and pray” and build a world where everyone, everywhere can trust the quality of the goods they rely on, from the foods they eat to the medicines they need. 

We are working to achieve this by combining smart sensors, data insights, and data-driven insurance to improve risk resiliency and safeguard goods in transit and storage. This unique combination of IoT and insurance means our customers can use data to make supply chains more transparent, safe and sustainable - better for people and the planet. 

In response to the Covid-19 pandemic, Parsyl led the formation of the Global Health Risk Facility, the world’s dedicated insurance solution for distributing Covid-19 vaccines and other essential health products around the globe.

Where you fit in:

As an early member of a fast-growing startup, you will be tasked with ensuring that our users, whether they are healthcare workers in Senegal or seafood suppliers in Seattle, get the most out of our product and have a great experience with Parsyl. You will work closely with the Product, Sales, Global Health, and Engineering teams to develop a seamless experience for our users, starting with onboarding and continuing throughout their experience with Parsyl.

You bring a proven track record of developing effective customer success strategies and best practices, advocating for and empathizing with users, and getting to the root of issues quickly. You’ve shown a keen ability for developing lean, scalable processes that focus on delivering a consistently high-quality experience with a startup mentality. You’ll be focused on helping our customers get the maximum value out of Parsyl, leading to increased customer satisfaction, retention, and growth.

You are a good fit for this position if you enjoy an environment where every day is different. You’ll be spending a lot of time with our customers and users, but will also have the opportunity to develop best practices and strategy for what customer success looks like at Parsyl. Bottom line, you are driven by a desire to deliver the best possible experience for users, whether it’s onboarding a new customer, responding to Zendesk tickets, diving into survey data, trying to replicate an issue experienced by users, or streamlining the process we use to communicate with our users.

What you’ll get to work on:

• Develop and manage a global customer success program that spans North America, Europe, Asia, and Sub-Saharan Africa
• Identify and manage global vendors to ensure a high level of responsiveness and quality when responding to customer issues
• Develop, monitor, and report on customer success metrics
• Build and manage a customer success team
• Manage employees responsible for customer success
• Work with Sales, Global Health, Product, QA, and Engineering to craft a consistent, top-notch customer experience
• Troubleshoot customer issues, perform basic root cause analysis and follow through to their resolution
• Write and improve product documentation

Qualifications:

• Demonstrated success in an enterprise customer success role:
• Ability to successfully prioritize in a rapidly changing environment
• History of achieving highest levels of customer satisfaction
• Demonstrated ability to handle both the strategy and detail involved with ensuring customer satisfaction
• Experienced at getting to the root of problems and resolving them quickly 
• Proactive at uncovering and resolving user concerns
• Seen as high value, collaborative partner to Sales, Product, and Engineering teams
• Proven project/program management experience
• Experience supporting a global, diverse, and multilingual user base
• 7+ years in a customer success role
• Excellent written and verbal communication and sales skills
• Highly organized with acute attention to details

It's a plus if you also have...

• Supported a product that includes a hardware component
• Developed customer success programs from the ground up
• Experience in emerging markets and/or Global Health
• French language proficiency

Qualities We Look For:

• Mission -- You are highly motivated and inspired by our mission to improve health and save money for people across the globe.
• Grit -- You bring determination and a strong will to the challenges and opportunities that come with being at an early-stage startup.
• High Standards -- You take pride in your work and are highly accountable. 
• Curiosity -- You are energized by finding creative solutions to new situations. 
• Self-Starter -- You are ambitious and take initiative, and thrive in environments with minimal supervision. 
• Humility -- You approach your work with humility and a willingness to collaborate and learn from those around you in order to produce the best outcome

Compensation and Benefits:

• Market competitive salary with a base compensation range of $115,000 - $145,000, depending on experience and location
• 401(k)
• Medical, dental, and vision insurance
• Monthly wellness and commuter benefit
• Early-stage stock options
• Significant career growth opportunities
• Continuing education stipend
• Unlimited vacation
• Relocation assistance available (Denver, CO candidates strongly preferred, but remote candidates or candidates willing to relocate will be considered)