Customer Success Administrator at Evolv Technology

| Waltham
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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
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • BoostLibraries
    • AngularJSFrameworks
    • SpringFrameworks
    • AWS IoTFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • SQLiteDatabases

Location

Our office is located near the Cambridge Reservoir. The Grid 128 bus offers a stop on the Alewife C route and we are close to restaurants and shopping

An Insider's view of Evolv Technology

What’s the vibe like in the office?

Evolv's vibe blends high energy, intensity, and friendly banter. You’ll see lively discussion in the couch area, visitors touring our lab, or engineers excitedly recruiting colleagues to test out a new Edge feature. Our collaboration area is the "soul" of Evolv -- we gather to dig into complex issues, grab lunch, hold standups, or host happy hour.

Stephanie

Vice President, Sales

What kinds of technical challenges do you and your team face?

Nearing a new product launch, we are analyzing and synchronizing sensor data acquired from our custom DAS hardware, sending it to our algorithms in real-time through multi-threaded C++ code, and tuning to maximize performance. Our HW+SW engineers work together closely, making dynamic, gratifying improvements prior to locking down the designs.

Lorena

Director of Machine Vision

What does career growth look like on your team?

My team is focused on understanding our personal strengths, ensuring that our daily tasks make us feel accomplished and rejuvenated instead of diminished. Once we've identified our strengths we work to create development plans to define a clear path for skill set and leadership development. Continuous and timely feedback ensures we stay on track.

Sean

Global Services Manager

How do you empower your team to be more creative?

We have assembled a group of people from many disciplines. Each one has experienced the pain of a security checkpoint. All of them have great ideas on how to change it. I try to put a unique group of people together, focused on the customer, and let them do their thing. Their thing is truly amazing.

Anil

President

What makes someone successful on your team?

Our team is warm, fast and free. Each of us is functionally independent but fully supportive of the others. We are proud of our work and we love to share. We click together because each of us is great at some things and not bad at anything. We have enough ego to spice things up but not enough to get in the way. Together, we love what we do.

Brice

Algorithm Architect

What are Evolv Technology Perks + Benefits

Evolv Technology Benefits Overview

Equity is an important component of every compensation package. Unlike many startups, we offer a flexible work environment, a strong culture, and competitive benefits: medical and dental insurance, a 401(k) plan, and an unlimited vacation policy. We also offer a unique perks program for all U.S. employees that enables us to provide better, more personalized perks. Through our perks program, employees get reimbursed for buying things that truly matter to them.

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
COMPT
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
COMPT
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Continuing Education stipend
We offer $1200 annualy for continuing education.
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