Job description

Are you looking for a career opportunity that will not only impact your life in a positive manner but also brings an insurmountable benefit to society? Are you a go-getter with a great work ethic and a knack for helping people? If so, this might be the opportunity for you to get on board a hot new tech startup coming out of Silicon Slopes.

Alcomy is disrupting the senior care industry where 74% of senior care communities still use paper to manage their business. This is a huge opportunity for those seeking a career in customer success that have ambitions of growing into leadership roles.

At Alcomy, we are improving the care of others by empowering those who care for them with innovative tools that positively transform their capabilities and work experience. If that sounds like something you want to play a big part in, this opportunity is for you.

The head of sales will be responsible for the onboarding and training of new customers and providing ongoing customer service. Building a long-term relationship with customers, with a focus on customer satisfaction. Providing ongoing training and outreach to inform and educate customers about new features. This is a leadership position that will be tasked with building out the CSM team.

Although not required, if you have any senior or adult care experience this could be a plus.

Some responsibilities include:

• Initial implementation and onboarding of new customers after the sale. Ensuring that the customer understands how to use the software and setting up a schedule for follow up and success.
• Obtaining customer feedback via NPS surveys, video testimonials, verbal and written communication. Using other surveys and methods to obtain customer feedback and insights as determined by the team. Documenting and storing these testimonials in a way that is easily accessible.
• Creating training materials and videos for current and future features that will benefit the customer’s overall learning experience.
• Provide feedback and communicate with the development team and founders regarding customer feedback, positive or negative, of the customer experience as you gain it from the customer. This can pertain to insights of how we can improve the current features of Alcomy as well as possible new features that are discovered through interactions with the customer. Insights and ideas on how to make the onboarding and complete customer management experience the best it can be.
• Creating Work Items in ClickUp for the following customer reported items: bugs, new features, and other insights that would benefit Alcomy’s feature offering and or onboarding and learning experience.
• Being in charge of customer support phone lines, chat, and emails; responding as soon as possible, and following the system of creating WI and follow up.
• Work will primarily be performed at Alcomy’s office during normal business hours, however there will be occasional calls, chat, texts, email and other forms of communication and or meetings that may take place outside of normal business hours and normal office location.
• It is expected that this role will be the primary point of contact for customers and therefore will be responsible for answering initial communications from customers.

Additional Responsibilities

• Assisting the development team with testing Alcomy feature releases, providing feedback and insights gained from your customer interactions.

Job Type: Full-time

Pay: $60,000.00 - $72,000.00 per year

Benefits:

• Health insurance

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Orem, UT 84058: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your experience in B2B SaaS Customer Success?

Experience:

• Customer Success: 3 years (Required)

Language:

• English (Required)

Work Location: In person

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