Customer Success Associate (CSA)
Support | Raleigh, NC | Full Time
Guidebook is a simple yet powerful mobile application builder that lets you create an app in four easy steps, with no technical skills required.
Thousands of organizations use Guidebook to create mobile applications for their conference, corporate meeting, university campus, or other custom event—but it doesn’t stop there. Our mission is to connect people with the places in which they spend their time. Forward-thinking professionals are using Guidebook’s simple app builder to make interactive mobile guides for their student orientations, college campus tours, venues and corporate campuses, airports, and any other place where there’s a lot going on.
Here at Guidebook we know the future is mobile—come and join us on our mission!
ABOUT THE JOB:
Customer Success Associates (CSAs) are the resident Guidebook experts, responsible for thoroughly understanding our apps and content management system, and applying that knowledge towards our customers’ success. We’re looking for people with a proven mix of customer success and technical support skills, who are passionate about keeping clients happy and making sure they have the best service experience of their lives.
To help to support our clients around the country, this position requires working on Pacific Time (9 am - 5 pm PDT).
WITHIN 3 MONTHS, YOU’LL:
Achieve a working knowledge of our Builder CMS and app submission process.
Own the support process by answering questions via email, live chat and phones.
Collaborate with clients to build incredible content into their apps, and aid in app submission to the Apple and Google Play stores.
Help fellow Guidebookers find answers to their technical questions
WITHIN 6 MONTHS, YOU’LL:
Achieve mastery of our Builder CMS and app submission process.
Become an expert at supporting our clients via email, live chat and on the phone.
Continue to own the success process by collaborating with clients to build content into their apps, and aid in app submission to the Apple and Google Play store
Write and update technical articles and documents on best practices for usage of our products
Analyze customer feedback to create standards for continuous process optimization
Work closely with Guidebookers on the Account Management team, to share best practices and ensure clients are maximizing their subscriptions.
WITHIN 12 MONTHS, YOU’LL:
Represent Guidebook at trade shows, conferences, and other events
Work closely with cross functional teams to support high profile client deployments and partnerships.
Research new verticals and generate ideas for expanding Guidebook in different opportunities, including higher education, community centers, and personal events
Develop product feature specifications in collaboration with the Product and Marketing teams
Interview and hire candidates for the Customer Success team
Work to make the rest of your team better because they should be making you better too!
OTHER CHARACTERISTICS OF THE IDEAL CANDIDATE:
Excellent time management and multi-tasking skills
Attention to detail and strong organizational skills
Ability to work in a high-energy environment; team player
Demonstrated problem-solving capability and desire to constantly improve our system
Positive and energetic phone skills, excellent listening skills, and strong writing skills
Highly proficient with standard corporate productivity tools (email, MS Office, especially Excel)
Hardworking, self-motivated, and intelligent
Fun to be around. Someone who adds to our dynamic team
Willingness to work flexible hours, such as weekends
Full health benefits: medical, dental, and vision
Unlimited vacation time
Awesome company retreats (post-Covid!) and virtual hangouts
Make your workstation yours: we provide you with supplies to have an incredible work from home setup (and, once we’re back in office, the ability to customize your workstation)
Fun group/team outings like movie nights, games, and BBQ’s (as soon as we can!)
If you want to help our team do amazing things, then we want to hear from you! Please send us a cover letter and resume.