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Customer Success Associate

Member Success Associate

Position Type:          Full-time

Location:                  Concord, MA

 

BoardOnTrack is the leading technology partner for charter school boards to make data-driven decisions.  Join us as we equip the foot soldiers in this work – the CEOs and volunteer board members – as they build a better future. BoardOnTrack is a high growth SaaS startup providing expertise, training, web-based tools and a membership community to non-profit charter school boards nationwide.  

We are looking for an entry-level team player with technical, analytical, and people skills to join our Member Success team.  Are you excited to work hard and make a difference? Do you want to get in on the ground floor of a growing software company?  Are you entrepreneurial and motivated to be part of a dynamic and hardworking team? If so, then we really want to hear from you.

 

Responsibilities:

Onboarding

  • Take customers through our structured 90-day onboarding process.
  • Ensure all customers meet the onboarding success criteria.
  • Continually improve the onboarding experience.

Provide Member Support and Engagement

  • Serve as the initial point of contact when a customer has a question or concern, and work proactively as a “concierge” helping them get what they need quickly.  
  • Manage help desk communication with customers, ensuring timely and professional responses to technical support inquiries.
  • Be the “first responder” problem solver when issues are reported, and communicate proactively with supervisor to troubleshoot.
  • Build and maintain a library of high quality, engaging self-serve resources materials: video tutorials, quick start guides, FAQ pages, etc. Be creative about helping our customers self-serve to get the answers they need.
  • Share customer feedback with the company and provide the voice of the customer, offering insights to the rest of the team in their never-ending quest to delight our amazing customers.
  • Show great initiative and creativity to support our customers.  Keep them happy and engaged, and ensure a strong retention rate.

Experience and Skills

  • Preferred 1-2  years of customer-facing account management, customer success or support role
  • Tech-savvy or willing to learn, comfort with salesforce.com and other commonly used tech tools that support scaling a customer success program
  • Excellent communication and interpersonal skills
  • Patience, empathy, a good listener, ability to understand customer needs
  • Action-oriented, persistent, focused on results and analytical with strong project management skills
  • Outstanding oral and written communication, presentation and relationship-building skills

Personal Traits

  • Proven ability to work in a high-energy, fast past tech start-up environment
  • Energetic, hard-working, and enthusiastic team player
  • A love of fast iteration, innovative thinking, and intellectual curiosity a must

Perks

  • Competitive base salary
  • Healthcare coverage and flexible paid time off program
  • Opportunity to work with talented people who have fun in the workplace
  • Convenient office located a half mile from the commuter line and downtown W. Concord

To Apply Please Submit a Cover Letter and Resume.

Don’t forget the cover letter, it is your chance to stand out from the pack.

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