WorkWave™

Customer Success Specialist

US-NJ-Holmdel
4 weeks ago
ID
2017-1263
# of Openings
1

Overview

 

Are you dedicated to providing world-class customer service? Are you passionate about training? Do you enjoy helping users adopt new software through converting their data? If you are looking for a job that combines all three, then read on! WorkWave is seeking a Customer Success Specialist to join our growing team where our mission is to turn our customers into raving fans.

 

At WorkWave, a Customer Success Specialist manages the customer implementation experience from start to finish, providing support, training, and guidance, ensuring the smooth adoption of our solution-based, workforce management software.

 

Responsibilities

  • Manage all aspects of the customers onboarding process and track their progress
  • Consult with customers to understand their business and recommend best practices in the use of the software
  • Handle customer support calls during the onboarding time-frame
  • Train customers and their staff in the use of the software both on-line and in person
  • Nurture customer relationships to build trust
  • Participate in the on-going creation and updating of best practices for onboarding and training
  • Work across department boundaries to champion the success of your customer’s onboarding process
  • Actively participate in increasing your knowledge of the software and the industry
  • Collaborate with other departments when necessary to help the customer be successful
  • Up to 10% Travel
  • Ability to work over 40 hours when necessary

Qualifications

  • Delivery of technology training in a corporate setting in-person and via the web
  • Data conversion or migration experience
  • Familiarity with blended learning solutions
  • Proven ability to manage multiple projects with tight deadlines
  • Customer service/support
  • High attention to detail
  • Excellent written and verbal communication skills
  • Documentation and/or course development
  • Project planning
  • Bachelor's degree or Associate’s degree with equivalent experience
  • Working well across cross-functional teams

Additional Experience Preferred:

 

  • Advanced Excel Knowledge / Data Analysis Skills
  • Project Management
  • Software Implementation
  • Consulting

Why work for WorkWave?

 

Voted one of the Best Places to Work in New Jersey, WorkWave is unique in that it has a large, established base of loyal customers but also has enormous growth opportunities in multiple areas.  We are transforming the field service industry, one customer at a time, by building intuitive, best in class cloud-based software, mobile apps and high-value services that solve key pain points our customers face every day, allowing them to save money, save time and improve customer service levels, all at the same time.  To do this, we focus on 3 simple things:  (1) Hiring and developing great people, (2) Building great products quickly and (3) Turning customers and employees into raving fans. We’re looking for individuals that are passionate about and can help us deliver on those 3 simple (but hard to achieve) tenets.

 

Work here...Wave hello to a job you’ll love! This position is based at our home office in the historic Bell Works complex located in Holmdel Township, New Jersey.

 

 

We offer a robust benefits package, including health and dental, paid time off, a 401k with company match and a great environment filled with energetic, fun, team oriented people.  Most importantly, at WorkWave, there IS such a thing as free lunch.  By bringing in lunch from local businesses Monday through Thursday for our entire NJ staff, we support local business and offer a great perk, all at the same time. On Fridays we encourage employees to take advantage of the hour lunch break away from their desks and explore what the Bell Works “Metro-Burb” has to offer!

 

 

We value people who are smart, passionate and get things done.  Fit is the most important criteria for us when hiring. We can always find “good technicians” but finding “good technicians” who can succeed in our environment is absolutely critical. So, when we say “fit,” what does that mean to us? To “fit” at WorkWave you must be:

  • Intellectually Curious and Passionate: You love figuring out what the problem is and finding a way to fix it. You enjoy coming to work each day and have a positive energy that the organization can see and feel.
  • Empathetic and Respectful: You truly appreciate other’s perspectives. You put yourself in others shoes and go out of your way to ensure that all perspectives are heard and understood before decisions are taken.
  • Team Player: You’re willing to jump in and help whenever and wherever needed by the team. Your goal is to find ways to provide value rather than call attention to your individual performance.
  • Analytical: You use data as a guide in your decision-making. You’re able to understand what data is needed, to parse that data in ways that provide key insights and summarize it for the team so that it can be used to drive the intended decisions.
  • Get Things Done: Once you’ve determined the key elements of the problem, you solve it and figure out how to most effectively put that solution in place. You’re not afraid to roll up your sleeves, take responsibility and make things happen as an individual contributor but also know how to drive your team to do the same. Once you start them, you like to finish things, not just “checking the box” but making sure that they get done and done right.
  • Willing to Make Mistakes and Intellectually Honest When You Do: You are not afraid to make mistakes and, when you do, you admit them, learn from them and ensure they don’t get repeated in the future. Placing blame and spending time pointing fingers is not part of your DNA…learning enough to make sure we don’t repeat the mistake is.

Customer Centric: You have a strong empathy for the customer, wanting to deliver quality results to make customers raving fans.  You seek out knowledge to understand a situation before you start researching or development, ensuring the most accurate and effective results for the end user.

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