Customer Success Onboarding - Workstream | New Day Jobs (Yangon, Myanmar)

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Workstream
Remote (Asia Time Zone Permitted)

Customer Success Onboarding

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Customer Success Onboarding

Workstream
Salary : Login to view salary Apply from Source
Job Type : Full-Time
Education Requirement : Bachelor Degree
Skills :
Experience : 3 to 5 years
Work Days : Monday To Friday
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Job Detail

Workstream (www.workstream.us) is a text recruiting and hiring tool for local businesses, especially quick service restaurants. We are a team from MIT, Y Combinator, Google, Yelp, Harvard, Stanford, Cornell, Lucid, and have raised over $12.5M from Peter Thiel's Founders Fund, CEO Zoom, Jay Z, Joe Montana, Chairman of JetBlue, Charles River Ventures, CEO DoorDash, James Harden, CEO Logitech, Chairman Louis Vuitton (LVMH), Peterson Ventures, GGV Capital, CEO LucidChart, CEO Intercom, and more.

Workstream helps businesses like Jamba, Chick-fil-A, McDonald's, Dunkin', Applebee's, Auntie Anne's, Cinnabon, and more to hire faster with texting / SMS, cutting in half the time to engage, hire and onboard hourly workers, saving you over 10s of hours every week and hiring the right talent faster. We do this by engaging hourly candidates with texting, posting to over 100+ job sites like Indeed, Craigslist, ZipRecruiter, scheduling efficiently via mobile workflows, and seamless onboarding via online signing and more via text.

Perks

  • Permanently work from home
  • Pay wired directly to your bank once a month
  • Pay starts once you begin training
  • Fixed shift US business hours
  • Performance based year end bonuses
  • Work directly with the client
  • Learn from a team of Stanford, MIT, Google and Harvard alumni
  • Career fast track for performers and internal mobility

Grow with us!

We are looking for a full-time, dedicated, and passionate individual to join our growing team. This person will be a core member of our customer success team, and you will be well positioned to succeed -- the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful!

You will primarily lead new client onboarding for small/mid sized clients, and own customer support. To do this, you will ideally have an empathy for people, can explain concepts clearly and concisely both via email and via video calls, and are tech savvy. You will be measured on how successful clients get onboarded to Workstream, which is quantified as the trial conversion rate.

Lastly, Workstream is a company that is remote in its DNA. Our headquarters is in SOMA, San Francisco, but 60%+ of our team is remote. This role is PERMANENTLY remote.

Who we are:

Check out our company values here! Culture fit is a must have for us, and hopefully these will resonate with you!

https://docs.google.com/document/d/1SHaeKG3IUy_1kE0y8FRnM8PPoEdMS0gmNIsSP3dG-3 A/edit

Entrepreneurial, hungry, passionate and tech-savvy

Be hungry and quick to learn.

Be a good communicator, both verbal and written. Able to explain concepts clearly and concisely

Empathetic to customer needs, understand that questions that customers ask Have a long-term vision of working and growing with a Silicon Valley based technology startup

Be fluent in English and American culture, being able to easily build relationships with US based clients

Detail oriented. Keeping track of notes is a key to success

[Nice to have] Startup experience of 1 to 3 years (prior customer success experience even better)

[Nice to have] Analytics skills a plus

New Client Onboarding (70%)

Own the onboarding of new small- and medium-sized customers to Workstream. Lead kickoff calls with new customers, which are 45-min calls to understand client needs, and train new clients on the ins-and-outs or our software.

To give you an idea of workload, you may do up to 4 or 6 kickoff calls a day, with each being 45min-1hour long.

Be an expert in Workstream, so you can guide new users and answer their questions. Make adjustments to client accounts as needed.

Be the point person about new clients during their onboarding process. Collaborate with sales and other customer success teammates to pull in resources and support as needed. Keep track of client activity, notes, and next steps clearly in Salesforce

Conduct training for users. Develop training manuals and processes as needed to ensure users can grasp key ideas.

Most of customer success work will be done remotely (phone, email, and Zoom). Occasionally (very rarely) we will visit clients in person, whether locally or involving travel.

Customer Support (30%)

You are our first line of response when a customer reaches out with any questions. Clients can reach out via emails, Intercom, and the occasional phone call or text.

Own the customer support work! Promptly respond to client questions -- depending on the tier, within minutes/hours or in 1-2 business days.

Learn quickly, and create reusable content. When a customer asks a question, summarize the response in an email template, so they can be re-used to make the next time faster. Escalate issues to teammates and engineering team as needed. Have judgment on what is user error, poor training, bugs in product, and feature request.

Proactively check-in with clients based on triggers and automation. We have a very cool system of automation that sends out alerts, so you can act on the alert and contact our clients!

What We Offer

  • An opportunity to be an early employee at a high-growth SaaS company and work directly with the founding team;
  • Full-time employees are offered comprehensive medical benefits;
  • A globally-distributed team who deeply cares about each other and shares ideas;
  • A belief that productivity is measured by output and not facetime;
  • Flexible schedule with a "use it how you need it" vacation policy - we don't believe in capping or earning hours. We trust our team to get the job done and rest/recharge as they see fit.
  • Help drive the culture of Workstream as we grow!

Here's more information on Workstream

https://techcrunch.com/2020/05/07/workstream-a-platform-for-deskless-work-raises-10-million-to-serve-local-businesses/

https://www.forbes.com/sites/frederickdaso/2020/02/06/workstream-a-staffing-automation-startup-helps-small-businesses-hire-hourly-workers/?sh=5ba0f37e306b

https://www.bloomberg.com/news/articles/2020-05-05/in-the-pandemic-era-the-new-hiring-manager-is-now-a-chatbot

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