Customer Success Support Specialist I

Job Title : Customer Success Support Specialist

AccUsoft, centered on U - authentic, true, and unique

Meet Accusoft:

Accusoft is a software development company specializing in content processing, conversion, and automation solutions. We enable users to solve their most complex workflow challenges and gain greater insights from content in any format, and on any device. Embedded in the technologies that power our world, from ATMs and medical imaging devices to enterprise content management solutions and websites used by millions of people, our technology connects people with progress. Visit us at www.accusoft.com.

Join us as PART of our organization:

• Proud of Our Purpose
• Aligned in Growth
• Resilient in Change
• True to Ourselves

About The Role

As a member of the Docubee Customer Success team, you will work with a fast-paced, highly motivated, and entrepreneurial team. You will work directly with our customers to ensure success; from onboarding through expansion into the organization with more use cases. This role will focus on Accusoft's SaaS product - Docubee. Docubee is a SaaS platform designed to increase operations efficiency and boost productivity by solving common problems that require the creation, routing, review & approval of documents and forms.

Ways You Will Contribute to Our Collective Success

• Successfully onboard new customers, help set up their accounts, troubleshoot issues, and ensure they quickly get the most out of the Docubee platform
• Assist customers and professional services team building and maintaining workflows for new and existing customers.
• Be a champion for customers and advocate for their interests by promoting new features during backlog grooming and submitting feature requests
• Operate as a trusted advisor to customers; develop, maintain, and create business relationships
• Be an advanced power user of the Docubee platform with the ability to teach others, and develop new meaningful ways to use the platform and increase its adoption
• Perform escalated support duties; working directly with customers to determine whether issues are related to the product or the customers' custom workflow.
• Provide timely second-level customer support via live chat, online meetings, and email
• Respond to technical and non-technical customer inquiries, such as product information, maintenance, and billing questions
• Contribute to the development of customer support, customer onboarding, training, and other processes.
• Collaborate with the support department managers to help make recommendations and assist in developing their support procedures regarding product items.
• Track customer communications and information in CRM.
• Monitor customer Docubee usage and look for opportunities to increase their number of use cases, workflows, and transactions.
• Contribute to marketing and support activities as needed; including developing Docubee videos and written content for customer consumption.
• Understand the customer personas and align upsell campaigns with the product messaging.
• 5-10% travel may be required.

The Background and Experience You Need to Support Success

• Two plus years of related experience in technology support, web application implementation, technical account management, or implementation consulting; or an equivalent combination of education and experience.
• Familiar with computer hardware/software OS and technologies
• Previous experience in customer support or technical support.
• Aptitude or experience supporting high technology software, hardware, IT products, and document management to small and medium-sized firms
• Strong organizational, problem-solving, and analytical skills
• Ability to work on complex projects with general direction and minimal guidance
• Proven success building long-term relationships with customer contacts; growing business revenue within assigned verticals a plus
• Experience managing several independent tasks simultaneously.
• Proven critical thinking, and business acumen with an ability to effectively communicate with all levels of management
• Ability to challenge/question highly technical people to get them to consider alternatives.
• Comfort with ambiguous challenges
• Ability to take initiative and contribute to a high-performance team
• Excellent verbal, written, and interpersonal communication
• Ability to think from diverse perspectives and drive creative solutions for our clients
• Patient and attentive; low tolerance for mistakes
• Understanding of, and some experience with, No-Code Tools, Process Mapping, Workflow Development, Web Technologies, and RESTful APIs (preferred)
• Experience supporting web applications (preferred)

Perks & Benefits

• Competitive salary based on experience and market
• Generous benefits, 401k match, and PTO
• Fully paid medical premium option for employee-only coverage
• Focus on work-life balance
• Tuition & Continuous Education Reimbursement program
• Paid Parental Leave

Diversity, Equity, Inclusion, and Belonging (DEIB)

At Accusoft, we hold a profound appreciation for the rich tapestry of our community's diversity. Central to our core values is our dedication to nurturing an environment that is inclusive, embracing, and engaging every individual.

Our passion extends beyond our exceptional products and services - it resonates in our commitment to making a positive impact in the lives of those around us.

We proudly champion initiatives that foster Diversity, Equity, Inclusion, and Belonging (DEIB) in all aspects of our operations.

ACCUSOFT CORPORATION is proud to be an Equal Opportunity/Drug-Free/E-Verify Workplace. All applicants will be considered for employment without attention to race, color, national origin, religion, age, sex, sexual orientation, marital status, genetic information, national origin, veteran status, disability status or any other protected characteristic under applicable law. As part of the company's equal employment opportunity policy, Accusoft will also take affirmative action as called for by applicable laws and Executive Orders to support applicants in a disabled status and/or a protected veteran status being introduced into the workforce.

#LI-REMOTE

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

https://accusoft.applicantpro.com/jobs/3647847-728033.html