Customer Success Administrator
We are looking for a Customer Success Administrator to help support Evolv's Customer Success Organization (CSO). Our CSO consists of the Solutions and Global Services groups, encompassing both pre- and post-sales activity. The CSO leads or supports the majority of customer-based product activity including product experiences, pilots and demonstrations, technical interchanges, installations and training, and all other product related support. The CSO plays an integral role with our channel partners, leading product introductions and training, as well as providing materials to support the needs of the channel. The CSO also plays a critical role in the product development process through lessons-learned, voice-of-customer and general field-based activities.
Key responsibilities include:
- Provide support for voice of the customer feedback after installation and training and on a regular schedule
- Initiate and log follow up satisfaction phone calls
- Help define and implement a net promoter score (NPS) survey for our customers
- Track customer follow-up and be point of contact for non-technical calls
- Coordinate solution resource tracking tool in conjunction with VP Customer Success and Director of Global Services
- Support solutions field activity
- Ship items to team members or customers
- Coordinate visits with customer contacts
- Help with visas and travel information for customer success team
- Service operations
- Management of service RMA process
- Execution of service invoices (in conjunction with BusOps)
- Management of service parts for Evolv products
- Help to define and document service business processes
- Update Quick Base with customer changes
- Collate KPI data for reporting to senior management
- WO creation and physical resource assignment (in conjunction with Director of Global Service)
- Training
- Organization of technical training courses (communicating with attendees, organizing training materials and food etc.)
- Provide channel partner/distributor letters of invitation (LOI)
- Communication
- Coordinate distributor and channel partner newsletters (with help from team)
- Provide meeting minute support for weekly Global Services meetings
Requirements
You have at least ten years of experience working as a service administrator, preferably with experience of the physical security arena. You demonstrate strong customer relationship skills which will allow the CSO to continue building strong customer relationships. In addition, you can demonstrate the following:
- Ability to operate independently, with initiative, and good business judgment
- Advanced computer skills including an understanding of Windows, Word, Excel and Access
- Ability to learn and develop new processes within the CSO
- Excellent oral and written communications skills
- Exceptional organizational and time management skills
Benefits
If you want to solve one of the most difficult issues of our time and save lives doing it, you want to work at Evolv. We are passionate, knowing that what we do and how we do it can affect life or death situations for our customers. At Evolv, you will have unparalleled exposure to all aspects of our business, working with a talented team of people who share our vision for a safer world. If you are inspired by invention and gain satisfaction from seeing how your work impacts the bigger picture, Evolv will be a great fit.
- Equity is an important component of every compensation package
- Flexible work environment
- Unique culture
- Medical and dental insurance
- 401(k) plan
- Unlimited vacation policy
- $300 per quarter to spend on the perks that are most meaningful to you
- Fully stocked kitchen with free food & drinks