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Remote Customer Experience Manager and SaaS Product Specialist

Services | Ithaca, NY | Full Time

Job Description

Singlebrook is seeking a full-time Customer Experience Manager and Product Specialist for its flagship SaaS product, Peerfocus. This is a crucial leadership role, with lots of potential for learning and growth.

Who We Are

Singlebrook is a product development company, using software and technology to create a positive impact in the world. We're fighting the good fight for social, racial, economic, and climate justice. Our US-based, distributed team has been building software for almost 15 years, and we've been a certified B Corporation for more than 10 years.


We strive to create a positive, flexible, low-stress working environment. We show our care for our team members with excellent benefits, including a no-deductible health care plan, mobile phone plan, retirement accounts, paid vacation time, gym memberships, and Friday afternoon game time!

Primary Responsibilities

  • Managing existing customer base for a complex SaaS product, including management of customer survey lifecycle, from design to data collection to reporting.

  • Expanding product features to better serve existing customers, including acting as a liaison between customers and developers. 

  • Providing front-line support to customers and end-users.

Our Ideal Candidate

Inclusion and Welcoming Policy

We are actively looking to diversify our team, and encourage applicants of all ages, genders, races, sexual orientations, and disability statuses to apply.

Personal Attributes

Our ideal candidate is both detail-oriented and capable of strategic thinking. They have strong communications skills, both written and verbal. They are calm and collected, even with many irons in the fire at one time. The ideal candidate is a good listener who makes customers feel heard and understood.


Experience

Our dream candidate has experience in these areas:

  • Project management

  • Statistics

  • Customer service

  • Software development (in a non-technical role)


While it may be unlikely that you have experience in all of these areas, we encourage applicants with any subset of them. Just bring a willingness to learn new things!


There are no specific educational requirements for this position.

Skills

Candidates should be capable users of MS Excel. Some familiarity with relational databases (e.g. MS Access, MS SQL Server, Postgres, mySQL) and statistics software (e.g. SPSS) would be very beneficial. 

Location and Availability

This is a remote position, and we also have space in our Ithaca, NY office if you're in the area or looking to relocate. Working hours are somewhat flexible, but should generally be along the lines of Eastern Time business hours.


This is a full-time, salaried position. We are looking to fill this position as soon as possible, and applications will be reviewed on a rolling basis.

How to Apply

Reply to this listing with the following as PDF-formatted documents:

  • Cover letter detailing your interest in working with us

  • Résumé


Applications not following these instructions will not be considered.