Customer Success Representative

Job Description

ABOUT GUIDEBOOK:

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 across the globe use Guidebook to create mobile applications for events, university campus open houses, venue guides, onboarding for associations, corporate trainings, and so much more. These apps help people stay organized, connect with their peers, and access more information - but it doesn’t stop there.

Guidebook connects people with the resources they need to get the most out of their experience - in person and virtually. Our driven team aims to empower people of all skill levels to create intuitive and engaging mobile apps – and, we believe we can accomplish that while highly valuing balance, togetherness, and fun!

ABOUT THE JOB:

Customer Success Representative (CSRs) are the resident Guidebook experts, responsible for thoroughly understanding our apps and content management system, providing expert professional services (data entry and consultation), 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 support our clients around the country, this position requires working on Eastern Standard Time (9 am - 5 pm EST).

WITHIN 3 MONTHS, YOU’LL:

• Achieve a working knowledge of our Builder Content Management System (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 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, Microsoft 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

PERKS:

• 100% paid benefits: medical, dental, and vision
• Short term and long term disability
• Unlimited vacation time
• 401k program with matching benefit
• Stock options
• A company culture built on balance, community, and shared success
• MacBook and accessories to make you comfortable working from home
• Flexibility to work from our downtown Raleigh, North Carolina office – or fully remote.

EQUAL OPPORTUNITY EMPLOYER:

At Guidebook, we're committed to cultivating an inclusive work environment for everyone – and we know that's best achieved, in part, with a diverse workforce. We're working on increasing diversity across the company. If you're looking to join a team that is smart, highly motivated, and also values work/life balance, we can't wait to hear how you can add to our growing culture!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

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.

COMPENSATION:

A reasonable estimate of the salary for this role is $35,000-45,000 annually, plus an annual variable component up to $2,000, depending on relevant experience.