Customer Success Representative at Scaled Agile, Inc.

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Scaled Agile, Inc., (https://www.scaledagile.com) is the provider of SAFe®, the world’s leading framework for enterprise agility. 

Through learning and certification, a global partner network, and a growing Customer of over 600,000 trained professionals, Scaled Agile helps enterprises build better systems, increase employee engagement, and improve business outcomes.

Based in Boulder, Colorado, Scaled Agile is a member of the Pledge 1% corporate philanthropy movement, SAI contributes to the local community and seeks to inspire and encourage other companies to the same purpose.

Overview of the position:  

As a new member of our fun and collaborative Customer success team (we are not a call center) you will play a direct role in helping our global customers and student members achieve their goals of successful implementation of agile at scale, SAFe Collaborate, and learning and certifying in SAFe.  

The Customer Success team provides world class support to both internal and external customers and you will play an integral part in our ongoing success. Opportunities for personal development and growth exist as the company continues to expand  and develop globally.

What you’ll be doing: 

As a member of the Customer Success team, you will be responsible for providing the highest level of customer service and support to our community members by:

  • Being part of the overall front line support for customers and partners online, over the phone and at events
  • Responding to customer inquiries in a timely and courteous manner via phone and tiered support case management system
  • Developing the knowledge base in support of frequently asked questions (FAQ’s)
  • Training members on Scaled Agile’s Community Platform
  • Scheduling exams, surveys, certification results, and related student follow up
  • Coordinating and disseminating licensed courseware purchases
  • Improving and documenting the Scaled Agile Customer operations processes
  • Supporting  for Scaled Agile training classes and events
  • Working with the Scaled Agile Partner Development and Enterprise Solutions teams to enhance the partner and enterprise customer experience
  • Supporting  distribution and communications when new courseware is released
  • Maintaining the LMS (Learning Management System) with exam updates, courseware and video learning
  • Completing Other Scaled Agile projects as driven by the needs of the business.
  • Relentless improvement of the customer experience by reviewing and acting upon customer feedback

Skills and Experience needed in order to be successful in this role:

  • 2 to 3 years of experience in customer support, preferably in Learning or Service organizations with a membership or certification business model
  • Comfortable using own judgment and being proactive to resolve member issues
  • Strong computer skills
  • Knowledge of Excel
  • Knowledge of Salesforce a plus
  • Must thrive in a high volume environment to meet Key Performance Indicators driving improvements to Customer Satisfaction, Net Promoter Score and Customer Effort Scores

Location: 

Due to our high volume of growth, we are looking to expand our team coverage to better support our global community base.  We are looking for a remote employee working from a home based office to cover the international time zones.  In this position, you can be living anywhere in the US and be qualified to join our team.  

The coverage for support needed is 4pm MST - 1am MST

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • ScalaLanguages
    • Salesforce LightningLanguages
    • Salesforce ApexLanguages
    • AngularJSFrameworks
    • Amazon RDSDatabases
    • Google AnalyticsAnalytics
    • usertesting.comAnalytics
    • InVisionDesign
    • SketchDesign
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

We are located in Northeast Boulder, situated on the hill above Valmont Bike Park, offering a wonderful view of the Flatirons and Rocky Mountains.

An Insider's view of Scaled Agile, Inc.

What’s the vibe like in the office?

The Scaled Agile office is a modern, collaborative space that encourages informal conversations and has plenty of private workspaces too. With a location that combines an inspiring view of the Rocky Mountains, along with being adjacent to the award-winning Valmont Bike Park, the Scaled Agile office is one of the best in Boulder.

Morgan

Product Marketing Manager

What does career growth look like on your team?

Scaled Agile holds their employees as a priority, creating opportunities for personal and professional growth all year round.

Kade

Digital Production Designer

What's the biggest problem your team is solving?

One of the most exciting aspects of working for Scaled Agile is that we're an industry leader, influencer, and think tank organization that is truly changing the way enterprises do business globally.

Leslie

Partner Development and Enablement Manager

What are Scaled Agile, Inc. Perks + Benefits

Culture
Volunteer in local community
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Paid industry certifications
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