Asset Management for Jira: Customer Success Specialist (Remote North America)

Asset Management for Jira: Customer Success Specialist (Remote North America),Headquarters: RemoteURL:We’re Asset Management for Jira (AMFJ), a SaaS tool used by over 400 customers, such as PwC, University of Arkansas, Aspiration and Podium to manage their IT asset inventory. We’re a remotely-based, distributed team located in the US, Australia and Vietnam. We just celebrated our 2 year anniversary, and are profitable and growing fast! We're looking for a smart and empathetic person to join us as a Customer Success Specialist.This is a mission critical role for us and we strongly believe that if we build this function right, it will be the biggest lever in our success. As the first Customer Success Specialist at Asset Management for Jira, you'll be one of the founding members of the Support team and will help us build the framework, systems, and processes for how we provide high quality support to our customers. You will be responsible for owning the full customer lifecycle — everything from pre-sales to onboarding, support, and renewals.Your day-to-day work in this role would mean answering customer questions mostly by email, but also the occasional Zoom call. You’ll record customer suggestions, and contribute to our internal knowledge base when you learn something new (and you’ll always be learning new things). You’ll become an expert in all areas of the product in order to be able to provide guidance on best practices and specific use cases that all our customers can employ, from a complete novice who’s running a trial to a long-time customer who’s been using AMFJ for years.Because we're small, we all take on many different roles that are new to us, whether that's writing, UX design, or project management. Your mind, abilities, and product sense will expand every day.MORE ABOUT USThe two co-founders continue to build and run the product day-to-day, while answering customer emails and jumping on calls. We are 100% bootstrapped, profitable and growing fast. We have balanced working hours, don’t work weekends, and take ample time off. We don’t have any “managers” and we rarely do any internal meetings.We believe that customer support is not just a chore but is rather an opportunity to make someone’s day. We strive to go above and beyond when it comes to support. ABOUT YOUYou’ll work from home (or a co-working space if you prefer) anywhere in North America. We're pretty relaxed when it comes to working hours. However, we've noticed that most customers contact us between 10am-6pm EST (UTC-5). You are calm and collected. You enjoy helping and talking to people. You realize that customers may ask you about the same issues repeatedly.You know that things can go really wrong sometimes and are able to deal with “fires” without losing your cool. You’re self-managed and very well organized. You know that you will be joining an early-stage startup and that will require wearing multiple hats while not losing track of the bigger picture. You won't need tons of technical experience, but you do need to be a quick learner, a deft decision-maker and able to empathise with customers and their individual needs and priorities. HOW WE CURRENTLY DO SUPPORTOur first line of support is our support email address.All support emails come into Help Scout into a shared queue. For more passive support, we actively maintain a knowledge base. Customers can access the knowledge base to see answers to common questions. Every now and then we jump on a Zoom screen share or call a customer to further diagnose problems. WHAT YOU WILL DOAnswer customers’ questions with timeliness and empathyCoach new users through the fundamentals of using our product. Troubleshoot technical issues utilizing internal and external resources, testing things out on your own, trial and error, as well as through collaborating with the founders.Hopping on calls to demo the product to potential customersCollecting and reporting feedback to assist with product development decisionsUpdating our knowledge base and making product training videosWriting documentation for new releasesTHE FIRST 90 DAYSIn 30 days, you will:Understand the product and the space we operate inStart writing draft responses to ticketsIn 60 days, you will:Be the first line of support for new and existing customersHave written documentation to address common questionsTriage customer feedback and capture feature requestsIn 90 days, you will:Start demoing the product to prospectsBe an expert in the productCreate product training videos and write documentation for new releasesMUST HAVES2+ years of Customer Support experienceStrong writing skills with a focus on clarity and accuracyYou’re a Manager of One.Ability to take ownership of their role, and drive it to completion with minimal supervision is critical for this role. Ability to remain empathetic, even in difficult situations, and guide customers to efficient solutions. Located in North AmericaNICE-TO-HAVESWorked at a startup or a SaaS company beforeExperience with Jira and Atlassian productsHave worked remotely beforeWHAT YOU’LL GETA competitive salary20 days paid time offFlexible hoursFreedom to try new things (help people the way you want)No disruptions (we have almost no meetings)Plenty of opportunity for further education and growthProfit sharingFully paid healthcare (dental, medical, vision) coverage401k with 3% company contributionTo apply:Apply tot his job