Customer Success Product Specialist

At Imagineer, we make software to help people communicate and collaborate with their teams. We're looking for a versatile team player to help support our growing team and client base. Are you energized when every day presents you with new challenges? Do you enjoy being a subject matter expert? If this resonates with you, read on for more details.

Perhaps you've held roles like Solutions Engineer, Quality Assurance Analyst, Support Rep, or Customer Success Manager. You believe customer feedback is a critical input into the product lifecycle. Key functions of this role include deployment support and execution, ensuring our customer-facing teams have the tools and information they need to provide excellent service to our customers, and post-deployment production support.

In this role, you will become a subject matter expert in the world of institutional asset management research management. You will use qualitative and quantitative data to craft guidelines for optimal use of our products and will communicate this guidance through various media, both internally and externally. You will play an important role in user acceptance testing and will identify high-leverage improvements that will inform product development. You will also collaborate cross-functionally to ensure we are prepared to deliver an excellent experience as changes to the software are deployed to users. If this sounds like you, you may be a great fit for this role.

Here’s how you can make an impact:

  • Gain and maintain a deep knowledge of the product, including key customer pain points and feature requests
  • Execute optimal product configuration and data setup for new customers
  • Ensure data integrity and system performance, particularly for newly-deployed customers
  • Uncover important themes in customer feedback through qualitative and quantitative analysis, and identify issues that drive contact volume, cost, and dissatisfaction
  • Be an internal advocate for both customer-facing teammates and customers to drive continuous improvements
  • Work closely with product teams to monitor the health of the product and corresponding support metrics
  • Drive consistent delivery of product changes and feature launches, including development and on-time arrival of content and training materials for our customer-facing teammates and customers
  • Serve as the cross-functional partner, and knowledge expert, representing our customer-facing teammates with other teams within the company
  • Solve customer issues and provide ongoing education on the evolving product
  • Set and work toward quarterly targets relating to customer satisfaction and contact volume metrics

Here are some of the things you should bring to the team:

  • At least 2 years of experience in a support, success, or product role
  • The ability to learn quickly with minimal supervision and to identify gaps in the product
  • A passion for improving the customer experience and a strong sense of product design
  • Creative problem-solving abilities and a fondness for innovation
  • Strong analytical mindset to collect and interpret data to solve problems
  • The ability to influence and communicate cross-functionally to move things forward
  • Solid project management skills, with demonstrated experience delivering on a deadline

Additionally, it would be great if you also have some of these skills:

  • Experience using SQL to query relational databases and pull reports
  • Technical system/software configuration experience
  • Ability to manipulate, analyze, and visualize data through tools (e.g. Excel, Tableau, Sheets) to gain insights or tell a story
  • Experience working with product managers, software developers, and customers
  • Experience as a user of software-as-a-service CRM
  • Experience in software testing and/or reporting bugs to software developers

What we're offering:

Remarkable Team
Join some smart folks with a track record of building successful products and strong teams.
Competitive Compensation
Competitive salaries for today and a 401k with matching contribution for the future.
Healthcare
Medical, dental, and vision benefits for our people and their partners and families.
Flexible Work Schedule
Time for family, friends, and hobbies is important for happy people and a productive team.
Professional Development Budget
Choose the training you want to grow your skills and always be learning.
Excellent Tools
Choose your own laptop, software, and accessories.
Vacation
Take the time you need to recharge your batteries and come back ready to do your best work.

Our Team Values

Integrity

We are true to who we are as individuals, and straightforward about how we market our products.

Openness

We aim to be transparent with each other and our customers, and are open to new ideas and ways of solving problems.

Pragmatism

We are practical problem solvers who strive to find the balance between competing priorities.

Gratitude

We acknowledge that part of our success is outside of our control, and work hard to make the most of our good fortune - our gratitude knows no bounds.

How to apply

Do you share our values? We are looking for talented people from diverse backgrounds to join our team. If you want to play a meaningful role in crafting a product, team, and company culture, we hope you’ll apply!