Sr. Customer Success Manager (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 a Customer Success Manager, you will work directly with our customers to solve problems. This is a top priority for Reason and you will have access to the full resources of the company, including technical resources, access to executives, software, and the right to ask for more.
What you’ll be doing
1. Onboarding new customers
We invest heavily in helping our new customers get started successfully. You will be the primary person responsible for our customer onboarding programs.
Help new brands, sellers, and agencies set up data service
Communicate onboarding needs with tech, sales, and any other stakeholders
Ensure customers are aware of the process, timelines, and next steps
Help onboarded customers start using their new data, and navigate Reason resources
2. Helping triage and solve 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/potential customers. You will lead these efforts on behalf of the company, serving as a primary point of contact for solving customer problems.
Manage customer communication in Hubspot
Perform preliminary research on an issue by validating/replicating the problem, documenting the results in Jira tickets, and escalating to technical teams as needed
Manage service level agreements (SLAs) to ensure we’re meeting customer promises
3. Running data & system audit processes
Quality and timeliness are our top two drivers of customer satisfaction, and of complaints when they fail. You will run data audit and quality assurance processes that help our customers.
Audit newly-onboarded customer databases using proprietary tools & systems
Manage uptime and service alerts for client reporting environments
Report on daily uptime and other service alerts
Research data issues as they arise and escalate as needed
Who We’re Looking For
Requirements
This is a senior-level position that will be expected to perform many duties independently and with minimal training. You should also have at least two years of training, experience, or education in four or more of the following, and willingness to learn about the rest:
Customer service, sales, or other “dealing with humans” 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
Relational database management 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
$60,000 - $75,000/year DOE.
EQUITY
As a senior leader, this position will receive company stock (shares, not options) on a 4-year vesting schedule.
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 offers 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.