Implementation Specialist (FILLED)
Reason Automation (reasonautomation.com) is a data processing & automation start-up specializing in Amazon analytics and reporting. Our Customer Success team is responsible for helping new customers get started with our service, managing data quality & accuracy, and investigating technical issues both independently and with our development team. As an Implementation Specialist, you will work directly with our customers to solve problems as they onboard and use our service. Reason is known for world-class onboarding and support, and you will be instrumental in delivering on that promise for our customers.
What you’ll be doing
1. Onboarding new customers
We invest heavily in helping our new customers get started successfully: answering their questions, providing helpful tools and information, and resolving any issues whether or not they are driven by Reason. This commitment to excellence and helpfulness is managed by our customer success team and implementation specialists like you. You will help new customers throughout their onboarding process, from provisioning account access, to helping connect their database to common software.
Help new brands, sellers, and agencies set up data service using proprietary tools & systems
Communicate onboarding needs with tech, sales, and any other stakeholders in Jira
Ensure customers are aware of the process, timelines, and next steps in Hubspot
Help onboarded customers start using their new data, and navigate Reason resources
Over time, help create better onboarding mechanisms and documentation to make our jobs & the customer experience even smoother
2. Running Proactive data Quality Processes
Data quality and timeliness are our top two drivers of customer satisfaction, and of complaints when they fail. Reason works hard to proactively detect and mitigate problems before customers notice. We use multiple software-driven quality assurance and audit processes to detect errors or issues. You will help run these processes, report on the results, and help resolve or escalate issues as needed.
Audit newly-created customer databases for completeness and accuracy, using proprietary tools & systems
Document and manage the resolution of issues in Jira
Communicate with customers about status and resolution of issues affecting their data
Help compose and manage broader customer communications about widespread issues
3. Helping triage and Respond to customer problems
As a startup we expect all our leaders to become knowledgeable about our product and the Amazon data ecosystem, ready to help current and potential customers. You will be an initial point of contact for inbound customer contacts in Hubspot, responsible for responding to customers and setting expectations promptly, while performing initial research and triaging issues as needed to other team members. Solving customer problems is always a team effort at Reason and you will have access to everyone at the company as needed to help deliver solutions.
Manage customer communication in Hubspot: responding to inbound customer requests, assigning conversations & tickets to other team members, tracking ticket progress to ensure all issues are resolved within service level agreement (SLA) timeframes.
Perform preliminary research on an issue by validating/replicating the problem, documenting the results in Jira tickets, and escalating to technical teams as needed
4. Analytics Platform Management
Reason builds & manages custom analytic platforms for Enterprise customers, built primarily in Power BI. As an Implementation Specialist you will help 1-2 Enterprise customers manage these platforms as the primary support contact.
Help ensure consistent operation of all client dashboard data operations, e.g. by monitoring daily data refresh status and summarizing issues for the customers
Add new reports to the platforms using established/documented processes: loading data sources into a template, publishing to Power BI Service, setting up refresh automation
Respond to reports of platform-specific technical issues, looping in other customer success & technical team members as needed to resolve them
Who We’re Looking For
Requirements
This position requires extremely clear communication. Our customers range from BI experts to non-technical small business owners who all communicate differently; your ability to gently restate and confirm issues, then help resolve them, is paramount.
You should also have at least two years of training, experience, or education in three or more of the following, and willingness to learn about the rest:
Customer service, sales, or other “dealing with humans” experience
Help desk or technical support experience
Selling on Amazon, eBay, or another online marketplace
Ecommerce or retail business management experience, whether in sales, buying, marketing, or operations
Supporting a Software-as-a-Service (SaaS) product or company
Technology product or program management
Using Excel to work on big data problems, e.g. identifying patterns among hundreds of thousands of records
Working with relational databases in Oracle, Redshift, Postgresql, Snowflake, Teradata, etc.
Data domain-specific languages like SQL, R, Dax, etc.
Creating and managing reports and dashboards in visualization software like Tableau, Power BI, and Google Data Studio
Traits
Successful candidates may also:
Be unusually self-motivated and able to motivate others
Have excellent attention to detail; you make fewer mistakes than average
Be organized and/or have a great memory: people trust your answers
Write clearly and empathetically
Care about process, documentation, and other scale mechanisms
COMPENSATION DETAILS
This is a full-time, salaried position estimated at 40 hours per week based in Seattle, WA. The role may be performed remotely within Washington State. Your compensation includes:
Salary
$50,000 - $60,000/year DOE.
Workspace
All employees receive a remote workspace setup stipend. Employees who want someplace outside of the house to work may receive a WeWork coworking pass or a desk in our South Lake Union office.
Retirement
All employees can participate in the company’s Betterment 401K retirement plan, which includes socially-responsible portfolio options.
TIME OFF
In addition to 10 paid holidays per year, you receive 2 weeks of paid vacation and 1 week of paid sick time.
Insurance
Health, Dental, Vision
Education Budget
We will reimburse up to $2,000 per year of classes, seminars, and training related to your current or future work at Reason.
How to Apply
This position has been filled. Thank you for your interest.
Reason Automation is an equal opportunity employer. We seek and value diversity, and strive to create an inclusive environment for people of all backgrounds. We do not require drug tests, perform credit checks, or discriminate against applicants with unusual working situations or work histories.